INFOGRAPHIC: Support for CSAT and Complaint Resolution for a Major Automotive Manufacturer

September 29, 2023

The industry landscape is broadening and customers have the capability to pick up their business and go elsewhere if their experience is less than desired. For a major automotive manufacturer, they wanted to tap into the expertise of HGS to build a solution that would enhance their CX and ultimately help drive customer loyalty.

Focus on CSAT

With more options than ever, and 84% of customers proclaiming that the customer experience (CX) a company provides is just as important as its products or services, it’s no wonder many organizations find themselves reshaping their CX strategies. Customer satisfaction (CSAT) should be a paramount concern for any company aiming to thrive in today’s competitive business landscape. CSAT isn’t just another metric that organizations should be tracking, it’s a reflection of the overall customer experience.

A major automotive manufacturer turned to HGS to provide a solution that focused on supporting customer complaints and queries, with a strong emphasis on enhancing CSAT.

Harnessing the power of customer satisfaction data through robust analytics not only has helped this client in understanding customer preferences and pain points, but also provides actionable insights for continuous improvement. With the CSAT score rising 6% in a matter of weeks from implementation, it’s clear that the data derived has given invaluable insights for the company to continue to refining their overall CX strategy.

By focusing on CSAT, organizations are not only enhancing customer relationships, but also strengthening their bottom line, a win-win for any business.