How Numr CXM used NPS to track and improve customer satisfaction for an automobile company.
Our client is a leading automobile manufacturer in the country. They wanted to improve and optimise their customer feedback system.
Essentially, Numr Research faced four main challenges.
Particularly, our client wanted to establish a method to continually collect and analyse customer feedback across multiple touch points. Therefore, for this,, they needed an integrated platform to administer the plan and draw rich insights from the data.
Previously, customer feedback was only collected sporadically, as an after-service pen to paper survey. By the time the analysis was performed, a lot of time had elapsed. Since, the feedback report wasn’t in real time, it wasn’t actionable. In short, our automobile client wanted actionable data.
Additionally, the data didn’t capture individual performance. The report was based on the dealership, as a whole. In effect, this made it difficult to discern the exact source of a problem.
Furthermore, this method was based on merely one touch point in the automobile Industry- Service. It did not examine Pre- Sales or Sales.
So, in order to establish a continuous chain of ongoing customer feedback, Numr Research deployed its platform to track Customer Experience across all touch points.
Our client now records NPS® to track Customer Experience across all dealerships and Service Centre to effectively close feedback/complaint loops.
Additionally, with Numr Research’s platform, all dealership/area managers now have reports at their level, in order to understand customer issues in real time and promptly fix them.
This has led to an increase in the overall Net Promoter Score of the automobile company.