How to Measure the Automotive Customer Journey

Measuring customer CUSTOMER JOURNEY satisfaction at all touch points BUYING A CAR Gain insight into your customer's experience at each touch point to improve their satisfaction with the whole journey. Consideration of purchase Driven by necessity, lifestyle change, finance timescale Improve listening, better sales training Research Building a shortlist, investigating specs and prices Developing better advertising and marketing Initial contact with retailer Checking availability, booking a test drive, discussing specs Smoothing the sales process, speeding up sales, providing convenience for the customer Consideration period Thinking about alternatives, model variations, funding choices Improving communication, providing information to the customer, encouraging proactivity £- Doubts Discussing money, further test-drives, reading reviews Improving objection handling and simplifying test-drives for customer Further contacts with retailer Discussions, negotiations, sale, funding confirmation Improving customer communication and providing information Handover Operational handover, after-sales support TTi Global Research helps automotive dealers measure and address customer dissatisfaction by developing questionnaires that cover the entire journey. Our clients receive reports matching the process shown here to build a bigger picture of their success tracked across different event and time periods, enabling actions to be easily drawn from the data. attiglobal For more information, visit Www.tti-global-research.co.uk People Driving Change