Case Study: Norauto improves customer feedback steering with Hello Customer

Norauto boosts Shop & Collect NPS by 4 points with Hello Customer

Norauto, a major European automotive service network, was facing challenges with its mature voice-of-the-customer (VoC) program. Despite tracking NPS, the company struggled to turn thousands of weekly customer verbatims into concrete, store-level actions due to hours of manual work, unclear root causes for drops in satisfaction, and overly broad feedback categories that buried important nuances.

To solve this, the vendor Hello Customer worked with Norauto to co-build a new, precise semantic taxonomy with its field teams. Hello Customer provided personalized dashboards for different departments and its Ask ISAAC feature, which allowed the team to query feedback archives in seconds. This solution enabled precision steering of the customer experience, resulting in a measurable impact of +4 NPS points on Shop & Collect and +3 NPS points on Click & Collect versus the previous year.

Norauto