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Customer experience (CX) trends in the automotive sector
Drive satisfaction and CX performance in your brand
Car manufacturers, distributors – dealerships or equipment manufacturers: PRESENCE has been supporting players in the sector for many years. Our institute puts its CX expertise at the service of your brand to improve your customer journey, customer satisfaction and thus stay ahead of your market’s expectations.
Case study of a major player
in the automotive industry
A major car manufacturer entrusts us with a program of open audits on several thousand dealerships in Europe, in order to identify the gaps in relation to internal processes and customer expectations. The objective is to optimize the efficiency of the network and improve the customer experience.
Our auditors also support the on-site teams in defining concrete action plans and the results are presented at the end of the day to the dealership manager.
To ensure the quality and relevance of the intervention, as well as the professionalism of our teams in the field, each director receives an evaluation questionnaire to fill out online.
Unanimously praised, our program has received an average score of 9.8/10 with very positive feedback from the network.