Case Study: Leading Automotive Service and Retail Chain increases wallet share among women 25–35 with CFI Group

Leading Automotive Service and Retail Chain - Customer Case Study

Leading Automotive Service and Retail Chain wanted to win more business from the important "female age 25–35" demographic, so it engaged CFI Group to conduct a customer satisfaction insight and impact study to identify barriers and opportunities for increasing wallet share.

CFI Group’s study found younger women felt intimidated and preferred dealerships, and recommended setting realistic service-time expectations, improving website search, and simplifying online appointment booking. After implementing CFI Group’s recommendations—with no large investment in time, software, or training—the chain saw increased service appointments from women, improved service-delivery expectations, higher customer satisfaction scores, and a boost in sales across target segments.