Automotive Dealerships & Service Networks
The prospects who left your showroom have the answers you need.
CSI scores tell you how buyers felt after they purchased. Intercept surveys tell you what every visitor thought — including the ones who walked out without buying. By capturing real-time feedback at your dealership, you get the insight that manufacturer surveys and online reviews never deliver.
Consult
Your CSI programme measures post-purchase satisfaction. But it misses everyone who visited and didn't buy, everyone who called and didn't book, and everyone whose service experience didn't warrant a formal complaint. That silent majority holds the key to your growth.
CSI only captures buyers.
Manufacturer satisfaction surveys go to people who already purchased. The prospects who walked out — the ones you most need to understand — are never asked a single question about why they left.
Service department feedback is biased.
Customers who respond to post-service surveys tend to be either very satisfied or very frustrated. The middle ground — the customer who thought it was fine but will try an independent next time — never surfaces.
No real-time data on showroom experience quality.
You track leads, test drives, and closes. But you have no structured data on how the greeting felt, whether the needs analysis was thorough, or if the handover from sales to F&I was smooth.
Every showroom visitor who leaves without buying represents a lost investment in marketing, inventory, and facility. Without understanding why they left, you're spending more to attract prospects while losing them at the point of decision.
Design
Co-create targeted surveys for showroom visitors, service customers, and phone/online enquiry respondents.
Deploy
Station fieldworkers at dealership exits or deploy digital intercepts via SMS/QR after visits and service appointments.
Analyse
Compare results across dealerships, departments, and customer types to identify experience gaps and conversion barriers.
Act
Deliver dealership-specific insight reports connecting visitor sentiment to sales process, service quality, and retention priorities.
Request your custom survey design.
Tell us about your dealership network and we'll design an intercept programme that captures the visitor insights your CSI programme misses.
Request Meeting