Case Study: Fiat Chrysler Automotives boosts survey response rates with Emojot

Fiat Chrysler Automotives - Customer Case Study

Fiat Chrysler Automotives' digital marketing group faced a significant challenge in collecting feedback from its vast network of dealers. With an abysmal 0.5% survey response rate and poor data quality, FCA was unable to effectively gauge dealer satisfaction and respond to their needs, which threatened renewals and the use of corporate assets. To address this, they turned to the vendor, Emojot, for a Voice of Customer solution.

By implementing Emojot's engaging platform, which utilized visual cues like emojis and videos to make responding fun, FCA saw a dramatic improvement. The solution's emo-signature and skip-logic features also enhanced data quality. Emojot enabled the deployment of enterprise surveys in a single day without IT involvement, leading to a 60x increase in response rates, jumping from 0.5% to 34%. This provided FCA with immediate, actionable feedback to demonstrate its commitment to customers.

Fiat Chrysler Automotives

Tom Laymac

Head of Global Digital Programs