no more comment cards, pos, or web surveys
in dealer customer feedback
via their own cell phone
Helps reduce online complaints, increases CSI scores, operational standards and customer loyalty.
THIS IS HOW IT WORKS
ASK – ANSWER – ACT – AUDIT
ASK: On Location Signs
Signs request customers to give feedback at any part in the experience
ANSWER: Feedback Given
Customer gives feedback via their own cell phone (SMS, QR, Web, Phone)
ACT: Staff Alerted
Staff receive an alert – so can fix the issue and connect with the customer
AUDIT: 360 Degree
Issues tracked by location and staff until close-out via online dashboard
request for feedback
In location signage requests quick feedback
At any point in the customer journey – sales floor, waiting room or car pick-up
Customer chooses from SMS, Web, QR code or Phone call – English or Spanish
No app needed. Works immediately on any cell phone.
Can also be used by staff for inspections / walk-the-store.
strategic signage placement
Signs placed strategically in high visibility areas.
Posters, mirror hang tags, table talkers, business cards.
For feedback in any part of the dealership or at vehicle pick up.
Feedback on service, staff explanation, courtesy – even the restrooms.
All data is dealer / territory specific.
easy feedback input
Customer uses their own cell phone to give feedback.
Maximum convenience for higher response rates.
Web / QR, SMS and Phone call (shown to the left).
Full survey engine with skip logic for greater insight.
Can ask any question – to mirror CSI.
No unhygienic touchscreens or unfamiliar devices needed.
immediate staff alert
Sent to the right staff group, by email or SMS, and containing all the information needed to fix the issue.
Staff can also connect with the customer, before they complain online, defect or input to CSI.
Staff can close-out the alert in 1-click from their own cell phone.
Alerts tracked until closure.
Comprehensive online analysis, leaderboard and dashboard.
Easy for the customer. Effective for the dealer
Battle tested and deployed nationwide
Signage delivers feedback, alerts, analysis and drives improvement
get on the spot customer feedback
for increased retention
Approximately 21% of an auto dealer’s customer database defects annually – largely because of poor service. This means that the dealer needs to replace all customers within 5 years. OneCommand Report