Case Study: Manheim achieves 110 business improvement projects from NPS with Genroe

Manheim turns NPS into 110 business improvement projects with Genroe

Manheim, a part of Cox Automotive, faced the challenge of effectively utilizing its Net Promoter Score (NPS) feedback to drive tangible business improvements and gain internal buy-in. They partnered with the vendor Genroe, leveraging their expertise and technology, including their partner platform Customer Gauge, to structure and operationalize their customer experience program.

With Genroe's solution, Manheim implemented a rigorous process to turn NPS data into action, including a 24-hour response protocol for detractors and root cause analysis. This resulted in 110 business improvement projects launched in just 18 months, with 67 implemented and 43 in progress. The program, championed by vendor Genroe, led to measurable impacts such as a significant increase in customer quick wins, a reduction in complaints, decreased inbound calls, and a stronger foundation for customer retention and growth.

Manheim