Continuous insight to move quality forward

Kantar TNS has over 10,000 experts working with some of the world’s most recognisable and leading businesses in 90 countries. Our CX specialists deliver programmes that build lasting relationships between brands and their customers by helping them to navigate and activate the CX moments that matter most… and avoiding those that don’t.

 

Drive customer spend through improved service

Automotive, Customer Strategies, TRI*M

The challenge

An automotive manufacturer sought to improve and standardise the quality of after-sales services, to increase cross-selling opportunities and encourage customers to upgrade.

Our approach

With insights from TRI*M we developed action-planning workshops for dealerships that focused on their specific drivers of customer loyalty. We prioritised the actions required, according to their business impact.

The insights

Our workshop approach enabled strong buy-in from client-facing employees. The specific action plans helped to improve operational efficiency and quality for each dealership.

The impact

Dealerships participating in the TRI*M workshops significantly improved their customer retention and were much more likely to meet the manufacturer’s defined quality standards.


Find out more about our other Automotive research tools