Customer feedback for Automotive

• Gather feedback from automotive customer interfaces throughout their ownership lifecycle: lead generation, test drive, buying, delivery, ownership and after sales
• Ideal feedback channels for automotive:-
• Web feedback forms - linked from corporate web site and microsites
• Web feedback forms - linked from dealer sites and published URLs in dealer locations
• Web form URLs published on all captive finance communications to ensure TCF compliance
• E-mail triggered web forms
• Voicemail - simple 0800 feedback from dealer experiences in sales or after sales
• IVR surveys following customer service / call centre interactions
• Break out of the normal automotive CSI programme limitations - just ask your customers what is important to them and how their expectations matched their customer experience at each stage of the ownership lifecycle
• Distribute up-to-date findings back to dealer departments as well as head office operations teams
• Monitor effectiveness and quality of call centres and web site operations
• Enable direct follow-up to individual customers where appropriate