Case Study: Mercedes-Benz Ireland achieves higher customer engagement and response rates with SmartSurvey

How Mercedes-Benz Ireland increased customer engagement with online surveys

Mercedes‑Benz Ireland used SmartSurvey to improve customer engagement and measure satisfaction across its 33 dealerships. Previously they relied on telephone questionnaires, which produced low response rates and frequent dealership queries about the accuracy of customer answers, so they needed a centrally managed survey solution that gave head office full administrative control while allowing each dealership user rights to generate and distribute surveys.

SmartSurvey implemented a single, centrally managed, mobile‑responsive online survey with bulk email/SMS distribution, a customised dashboard showing satisfaction percentages per dealership, and real‑time reporting to support rebate/commission payments. As a result, Mercedes‑Benz Ireland saw response rates increase considerably, dealer challenges over data accuracy disappear, and the company can now action feedback and process payments immediately.

Mercedes-Benz

Amanda Neill

Mercedes-Benz