In banking, insurance, mobile operators and used car dealerships, customer experience is often at a low level. This is an industry where customers often complain. Perhaps this is why the story of our implementation for one of Europe’s largest used car dealership networks will be inspiring.

Our client didn’t have any special requirements at the beginning – they just wanted to understand their customers better, find out their recommendations for improvement and identify weak points. We therefore carried out an analysis of contact points and responsibilities, but the key thing we discovered was that we must not only ask those who had bought or sold a car, but especially those who had not completed the transaction. These were the people who could best tell us what went wrong and why they ultimately chose the competition.

Key factor: real-time polling

To find out the real reasons for the failed deals, it was essential to ask questions immediately. There was no point in waiting until the next day – if the customer leaves the branch full of emotion, this is the right moment to find out what made them happy or discouraged. By integrating InsightSofa with the client’s existing CRM system, it was possible to reach customers in real time.

However, the first implementation did not bring the expected results. Although customer data was collected, it was processed centrally – all responses and personalization were routed to the headquarters, where feedback was handled by people who never came into contact with the customers. Although the company tried to analyse and use the data, there was no significant improvement.

Transformation: shifting responsibility to branches

The whole project had to be redesigned. This time we had enough data to show us the main problems – most often it was the willingness of the employees, their knowledge or unfulfilled promises. The technical problems with the cars turned out to be less significant.

One of the benefits of InsightSofa is the unlimited number of users, which allows you to get customer experience results down to the lowest levels of your organization. And this has proven to be the key to success.

How have we changed our approach to customer experience?

🔹 Customer feedback was transferred directly to the individual branches.
🔹 Each employee was given their own InsightSofa mobile app where they could monitor their feedback in real time.
🔹 Employees only saw their own data – customer recommendations for improvement, as well as their strengths. That way, they knew immediately what to focus on and what behaviors to adjust.
🔹 Branch managers had access to their branch’s overall results, which made managing their team much easier.
🔹 Automatically generated cases were assigned directly to the responsible employees who were best able to resolve them.

The result? Significant growth in customer satisfaction

🚀 A rapid increase in NPS by several tens of points – a truly extraordinary result.
🚀 Customers felt that the company was actually listening to them because their feedback was addressed where it originated.
🚀 Managers were able to manage their teams effectively because they had real-time visibility into feedback at the branches.

HQ still had access to all the data, could drive strategy and oversee the whole process, but the main responsibility for solving problems shifted to where the problems were occurring – directly to the branch staff.

And it is the self-motivation of employees and the delegation of responsibility to the right places that has led to a rapid and sustained improvement in the customer experience.