Case Study: Jaguar gains global consumer insights to strengthen dealership service strategy with Infegy Atlas

How Insights From Social Media Helped Win Jaguar’s Business

Jaguar, the luxury automotive brand, was seeing fewer customers return to dealerships for routine maintenance and worried that independent-shop repairs could hurt its hard-won quality reputation. The company asked agencies to identify, on a global scale, why consumers choose dealerships versus independent mechanics across three key markets (United States, United Kingdom, Germany).

An agency used Infegy Atlas to analyze five years of social media conversations, establishing benchmarks and uncovering market differences: dealerships were discussed more but often more negatively, price and service mattered most globally while trust and quality drove German customers, and Jaguar showed pockets of higher positive sentiment but weaker service experience in the US and UK and more electronics issues in the US. Those insights led to targeted messaging and experience recommendations (including campaigns for UK women and adapting German service elements) and helped the agency win Jaguar’s global account.

Jaguar