Audi Triples Response Rate with Spectos EFM

Audi’s service quality is just as important to the leading German manufacturer as their art of engineering. Their service quality is part of what makes them so successful as a leading automotive brand, after all. In order to maintain and further their success on the automotive market, Audi required a reliable partner with qualified solutions to assist them in achieving their goal of receiving more customer feedback, but without hassling their busy customers with inconveniences.

They chose Feedbackstr.

Feedbackstr was given the task of creating an innovative and dependable concept tailored to deliver more customer feedback to fulfull Audi’s needs. As the large majority of Audi's customers are on the go and don’t have much time to spare, Feedbackstr came up with the perfect framework for a Service Quality Monitoring Solution which offered Audi customers flexibility, convenience, and brevity.

By implementing an omni-channel feedback collection method, Audi enables customers to use their preferred channel to voice their opinions, including:

• Placing flyers including the QR code & link to Audi's survey in customers' cars after maintenance/repairs
• Installing on-site displays in waiting areas to collect feedback on the spot
• Distributing flyers around the dealerships/repair shops, giving customers the opportunity to use their own smart phones to submit feedback

By simply making the survey more available to customers, the amount of customer feedback the company received tripled after just a short amount of time. The surge in response rate, however, wasn't the only benefit Audi saw in their EFM solution: the automotive manufacturer also profited from the time-saving features and easy evaluation of feedback that Spectos' system offered them by displaying all of their collected feedback (including feedback submitted on social networks) in one place. 

The automotive industry is fast paced and highly competitive. To keep up with other leading brands, Audi required actionable insights in real time to retain and win new valuable customers. Having recognized that every one of their customers is different and has their own varying preferences, the addition of multiple new communication methods was the right step towards receiving even more customer feedback for Audi's Service Quality Monitoring. To be exact: Spectos' EFM Solution tripled the amount of feedback Audi receives from its customers. 

However, the company not only benefits from the drastic increase in customer feedback. Thanks to the introduction of their custom-made EFM solution, Audi now continuously receives customer feedback, giving the company the interesting opportunity of reviewing the development of service quality over time. The feedback they received can also be used to raise employee morale, which has the benefit of increasing employee and customer satisfaction alike.

Now that Audi has Spectos to help navigate them towards the finish line, they’re guaranteed to win the race.