One of the nation’s leading automotive service and retail chains has prided itself on delivering the best customer service in the automotive aftermarket industry. Wanting to entice the important “female age 25-35” demographic, company leaders turned to CFI Group.
With the goal of increasing annual spend within the requested demographic, CFI Group launched a full-scale customer satisfaction insight and impact study to better understand its customers and determine which factors most impact satisfaction.
CFI Group’s study found that females between the ages of 25-35 often felt intimidated and were more likely to trust a dealership for their automotive service needs. The study also revealed that setting realistic service time expectations, improving the website search function and simplifying the online appointment making process were all key factors in improving overall customer satisfaction, particularly for young women.
After taking CFI Group’s advice, the company’s service appointments and customer satisfaction levels have jumped. Without requiring a huge investment in time, software, or training, CFI Group successfully helped the company win more business within the highly competitive automotive aftermarket industry.
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