Case Study: Auto Trader achieves real-time CX fixes and dramatic NPS response efficiency with GetFeedback

How Auto Trader sought to improve the customer journey with real-time insights

Auto Trader, the UK and Ireland’s largest digital automotive marketplace with over 50 million monthly visits, faced falling engagement with its NPS surveys and inconsistent scores caused by competing, overly complex on-site surveys. Mobile NPS conversion was just 0.07% and desktop response dropped to 53.6%, and the team needed real-time visibility into technical issues and a faster way to route customer-reported problems to development teams.

By quickly deploying GetFeedback’s low‑intrusion feedback button and auto‑labelling/routing features, Auto Trader began capturing actionable responses within minutes and the first bug was reported in 25 minutes. Targeted sampling and automated workflows let them get the same NPS responses from 5,000 users that previously required targeting 700,000, cut mobile NPS targeting from 30% to 5% (an 83% improvement), meet NPS response goals with just 1% targeting, and speed up fixes that improved mood scores and overall digital CX.

Auto Trader

Rob Chisholm

principal test analyst