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 customer feedback channels for automotive:-
- Web feedback forms – linked from corporate web site and micro-sites
- 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 customer satisfaction survey 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
