Improvement of customer orientation & customer satisfaction
An effective network quality management strategy is of great importance for garage networks in order to ensure high customer satisfaction and long-term customer loyalty. An important part of this strategy is the consolidated places and review monitoring of the garage network in order to identify potential weaknesses, improve network quality and increase customer satisfaction.
INDUSTRY
Automotive
TASK
Consolidated Places and Review Monitoring of the garage network as part of the network quality management strategy
SOLUTION APPROACH
Review of workshop evaluations, ranking within the workshops and content analysis of online evaluations
PROCEDURE
With the goal of obtaining a complete overview of garage reviews, VICO Analytics relies on the collection of reviews from various sources such as Google, Facebook, Yelp, etc. By subsequently coding the reviews according to defined topics such as "friendliness of employees" or "quality of work", a clear picture of the strengths and weaknesses of each garage is obtained.
The use of the AI Classifier enables automatic topic recognition, which allows the ratings to be analyzed quickly and precisely. In addition to the topic classification, the following data is also recorded
- Number of reviews per garage and topic
- Star rating per garage and topic
- Star distribution per garage
This information can be used to monitor reputation in real time and improve online presence through optimized customer satisfaction. Displaying the results in a Power BI dashboard makes it possible to monitor the development of the KPIs over time and derive targeted measures.
OUTCOME
Target-oriented development of strategies & local activities to improve customer orientation & (end) customer satisfaction during the garage visit.
