In the automotive sector, a basic feedback system is generally installed that runs continuously and records the relevant parameters quickly. This generates a reliable satisfaction graph that each branch can use as a basis for decisions. Driver analyses are also frequently used to expose the causes of dissatisfaction quickly. The tool is usually designed so that customers in the sales, support and service departments can give their feedback directly and quickly.
Automated and personalised feedback processes can be generated in this context: Customers are sent personal automated e-mails after they have been to the garage, inviting them to rate the service directly.
Flyers, newsletters or tags on the rear view mirror can also be used to remind customers to give feedback.
The systems can be used for any conceivable kind of survey depending on requirements. For example, to assess the acceptance and perception of structural alterations, advertising measures or special campaigns. The systems are also increasingly being used for classic market research projects. If customers are personally invited by an employee to participate in a slightly more detailed survey and are offered a little incentive, the dropout rate falls to virtually zero.
Questionnaires on SayWay systems can be swapped manually on any system or by remote control all over the world from the headquarters in Cologne. We recommend that our customers use the system for employee surveys in the back office at least four times a year. It’s difficult to find good staff for garages and car showrooms and this is also the biggest cost factor in the budget. That’s why it’s a good idea to work closely with your employees in order to keep fluctuation to a minimum. SayWay can help you to achieve this through standardised employee surveys that have proven themselves in practice and can be transferred onto the system at short notice.
If a feedback project in the automotive sector is to be successful and sustainable, the feedback process must be defined and implemented very precisely. Clear project responsibilities, appropriate questionnaires and a precise choice of location are just some of the components involved in defining an on-site feedback process. A further option is to invite customers to give feedback after a sales talk or handover of a vehicle.
The closed loop concept gives our customers guidelines as to how they can work actively with the feedback data collected and communicate the results back to the target group. In this way feedback, optimisation and information run in a cycle, a closed loop. If the closed loop concept works, customers find out when their feedback has helped to eliminate weak spots, which in turn creates a closer tie to the company. Our project management team will be happy to help you with the closed loop process.
The fresh and undistorted impressions of customers during a sales talk at a car showroom or a garage service are invaluable. Especially when the data is available in real-time and an immediate response to criticism is possible. With traditional phone surveys conducted a few days or weeks later, a lot of details have already been forgotten. And it often takes a long time before the results of the phone survey are made available to those responsible in the various branches.
SayWay helps car showrooms and garage chains to set up a digital communication channel at each branch so that they can respond to customer requirements quicker. This is done using a toolbox that we have developed jointly with customers in the automotive sector.
With our feedback system that is quick and easy to set up, you can measure the pulse of customer satisfaction right down to the micro-level of the individual branch (or in the case of large retailers, the individual floors or departments). At the macro-level, i.e. the headquarters, branches can be monitored and optimised easily.
Primarily SayWay “only” collects ratings. But the system can do much more than that. A feedback channel that is continuously open sends out a signal to the customers that they are respected. If customers give feedback as they are leaving the store, it’s a kind of emotional check-out. The systems can also be used as an information board. A lot of customers use the last page of the survey for advertisements, for example, to advertise special offers.
Basically, any conceivable type of questionnaire can be implemented using the SayWay feedback software. In garages and car showrooms, SayWay’s driver analysis has established itself as the standard. In this case, only dissatisfied customers are forwarded to a second page where they are asked about the causes of their dissatisfaction. The satisfied customers are only given one additional open question where they can express their praise and suggestions. In this way, happy customers are not bothered unnecessarily and dissatisfied customers can air their grievances.
More and more companies in the automotive sector have adopted the NPS system for on-site feedback. This is a standardised survey concept developed in the USA that measures the likelihood of a customer recommending the company, product or service to someone else and also indirectly measures loyalty and customer satisfaction. There are a lot of studies that prove that the NPS correlates with revenue growth. It is vital that the NPS is measured continuously in order to depict changes reliably and contact customers actively in connection with their feedback.
Every single garage or car showroom needs different information. The SayWay Reporting SayWay reporting tool takes these individual requirements into account through customised solutions for each company. Different branch structures require special dashboards. The roles and rights systems must be developed differently depending on the hierarchical levels.
The roles and rights systems must be developed differently depending on the hierarchical levels. The design of automated PDF reports must be clearly aligned with the individual framework conditions. The SayWay retail team will be pleased to help you to design your own individual online reporting tool.