Case Study: Mercedes Benz Financial Services USA LLC achieves world-class customer satisfaction with CFI Group's customer experience analytics

Mercedes Benz Financial Services USA LLC - Customer Case Study

Mercedes Benz Financial Services USA LLC (MBFS), the Daimler-affiliated captive finance provider for Mercedes‑Benz and related brands, needed a way to measure and improve customer satisfaction across the entire owner journey — from sales and website interactions to call center and collections — and to benchmark performance against competitors and cross‑industry leaders. To address this, MBFS engaged CFI Group to deliver an ACSI-based customer experience analytics program and technology platform that captures both total‑experience and transaction‑level feedback.

CFI Group implemented continuous total‑experience and transactional surveys, a web portal with dashboards, text-search/word-cloud analysis, real-time alerts and quarterly executive reports plus consulting support. Within a year MBFS saw overall CSI and stated loyalty rise six points, First Contact Resolution improve six points, and measurable operational gains from IVR, Auto Pay, website and live-chat enhancements; MBFS now rates on par with luxury captive finance peers and near the top tier of ACSI-measured organizations — results enabled by CFI Group’s analytics and platform.