Continuous insight to move quality forward

Our real-time insights power strategies for continuous improvement on customer experience. Kantar TNS uses the powerful Continuous Quality Insight (CQI) online platform to integrate data from a broad range of channels and explore all aspects of the customer experience following a vehicle purchase. In addition, our state-of-the-art CEM platform provides real-time customer feedback on sales and aftersales service. It provides a powerful tool for dealerships seeking improvements that will drive customer retention.

 

How we’ve helped our clients

Drive customer spend through improved service

Automotive, Customer Strategies, TRI*M

The issue

An automotive manufacturer sought to improve and standardise the quality of after-sales services, to increase cross-selling opportunities and encourage customers to upgrade.

Our approach

With insights from TRI*M we developed action-planning workshops for dealerships that focused on their specific drivers of customer loyalty. We prioritised the actions required, according to their business impact.

The insights

Our workshop approach enabled strong buy-in from client-facing employees. The specific action plans helped to improve operational efficiency and quality for each dealership.

The impact

Dealerships participating in the TRI*M workshops significantly improved their customer retention and were much more likely to meet the manufacturer’s defined quality standards.

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