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Success story
Automotive|Brand and Customer Experience|Belgium|English

Helping car dealers enhance the customer experience

12.08.2015

Our GfK Echo transaction-based customer satisfaction solution empowers a car manufacturer to pursue its goal of becoming one of the country’s top three in automotive customer satisfaction.

This company is one of the largest car manufacturers in the UK.

Situation

The client wanted to relaunch its sales and service survey and online reporting output, along with a website that:

  • is easy for dealers to use
  • supports the real-time upload of individual customer feedback
  • allows for immediate communication of hot alert responses to the dealer network

Approach

Our client launched new surveys in multiple languages across 18 markets in January 2013. It adopted our GfK Echo transaction-based customer satisfaction solution to help its dealers make sense of the survey data. We worked with the client to release the GfK Echo portal in 12 languages to 4,400 users at 2,800 dealers worldwide. We provided training materials to support the launch.

Outcome

Dealers can see at a glance how they are performing, through dashboards on the GfK Echo portal. Our client uses data from the portal to improve its performance by taking instant action based on real-time customer feedback. Management users can view and compare results across the dealer network. Our client plans to extend the survey into 22 more markets.

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