Case Study: Auto Trader improves CX and increases NPS with ForeSee

Auto Trader Improves CX and Increases NPS by Socializing ForeSee VOC Data

Auto Trader, the UK’s largest digital automotive marketplace, needed a more actionable way to understand customer experience and prioritize improvements beyond its existing NPS tracking. The company wanted to balance user needs with revenue goals, but lacked clear insight into which changes would have the biggest impact.

Auto Trader worked with ForeSee and its Voice of Customer methodology to analyze feedback, align a cross-functional team, and make data-driven website and search improvements. ForeSee helped Auto Trader identify issues, including lower satisfaction among Internet Explorer users, leading the company to reduce short-term ad revenue in favor of better UX; the results included a 5-point CX increase, a 42% rise in NPS, a 12% lift in vehicle ad views, and a 7% increase in time spent on site.

Auto Trader

Nick Gee

Audience And Brand Director