Whilst feedback on features of the vehicles themselves is always important, tracking performance of services offered to the customer, over time, is perhaps the most important element of feedback. Engagement levels, interaction satisfaction, delivery as expected are all key features integral to a quality customer experience which in turn is highly influential in future decision making.
Overall customer satisfaction is essentially an accumulation of a series of customer experiences. To understand how to achieve ongoing customer satisfaction, a company must look at component experiences: the individual events through which you have contact with your customer. Because a great many customer experiences aren’t the direct consequence of the car itself, the full range of their individual experiences, and then their expectations, warm or harsh, —must be monitored and examined.
Experteye is the market leader in what we term ‘Touchpoint’ satisfaction where the customers’ experiences with individual events, such as delivery, service, repairs, are researched and analysed.