To complement our range of solutions, we have launched a series of new products to help secure you additional business from your customers. These new surveys provide more opportunities to engage with your customers and get them into the showroom.
JudgeService is continually analysing data to discover the key drivers of customer care, retention and what turns car buyers into what we call raving fans, those people who are extremely likely to recommend a business.
The result of surveying customers for over six years has seen us being able to analyse hundreds of thousands of rows of data and verified answers and, with the help of data analysts and ‘the Voice of the Customer’ we have been able to bring this data to life.
It can be one of the most infuriating aspects of business – why a visitor to your site was not converted to a sale.
Modern car buyers do so much of their research online that dealers are left with fewer opportunities to build rapport, answer questions and cement buying decisions; so a walk-in visitor should be the hottest lead you can have. But it’s generally not that easy.
Even in this day and age, there are still companies who don’t collect feedback. Here, we look into why this can have an adverse effect on your business.
All businesses, no matter the size, should be collecting feedback as standard.
Customer satisfaction plays an important role within your business. Not only is it the leading indicator to measure customer loyalty, identify unhappy customers, reduce churn and increase revenue; it is also a key point of differentiation that helps you to attract new customers in competitive business environments.
Stand out from the competition
In a competitive marketplace where businesses compete for customers; customer satisfaction is a key differentiator. Businesses who succeed in these cut-throat environments are the ones that make customer satisfaction a key element of their business strategy.
Customer experience is how customers perceive their interactions with your company.
So why has customer experience become such a hot topic today? We are in an era where trust is at a premium, consumer expectations are higher, word of mouth travels faster. Word of mouth is one of the most powerful tools a company can wish for today, and in this digital age, customer’s opinions are available instantly, through social media, review sites and search engines.
Many companies tend to inadvertently forget about their existing customers, often even neglecting them. Insurance companies, Breakdown Services and Mobile Phone companies are often guilty of focussing too much on potential customers, with new, better deals that aren’t even available for current customers.
When companies do this, it is always to the detriment of their business.
This survey establishes where your customers are 18 months into the car buying cycle or towards the end of the buying cycle, when they may be in the market to change, and if they plan to buy again from your dealership.
Each response provides the opportunity for you to re-engage with current customers as and when they are ready to re-purchase.
The digital age has changed the way consumers and providers can share what used to be known as word-of-mouth information. At the end of 2016, the rate of communication by consumers across digital channels surpassed everyone’s expectations, and it is predicted to be an even greater influence throughout 2017.
We are in an era where trust is at a premium.
When buying a car, this is no different. The reduced trust in businesses means that transparency and accuracy are imperative. And this is where online reviews can help.