Case Study: a premium automobile retailer with multiple locations improves customer satisfaction tracking with Decision Analyst

a premium automobile retailer with multiple locations speeds customer complaint follow-up in near real time with Decision Analyst

A premium automobile retailer with multiple locations faced a challenge in managing its customer satisfaction program due to expanding operations. Previously conducted in-house, the retailer needed to outsource this critical study to maintain its high service standards. The company partnered with Decision Analyst to update, automate, and manage the program.

Decision Analyst implemented a quantitative mail and online survey to measure key performance metrics across all stores. The solution featured a real-time dashboard reporting system and a crucial red-flag system for quickly identifying customer complaints. This allowed the client to address issues promptly and maintain its goal of creating customers for life. The automotive executives acknowledged the program as an essential tool, and the study was very well received for providing vital, real-time insights.