Press

We in the auto industry have been fixated on measuring service customer satisfaction. We've measured it all kinds of ways for decades, but if truth be told what we really care about is loyalty, and we've been using customer satisfaction as a proxy to measure loyalty. If you think about it what we really care about is what customers do rather than what customers say. You may say you're satisfied but really what I'm interested in is are you going to continue to keep bringing your car for service at my dealership or are you going to repeat purchase at my dealership. 

Service Telephone Effectiveness matches up the specific service telephone behaviors mathematically proven to drive service customer loyalty. We're told by the dealer groups that it’s critical to keep service customers since its so hard to get them back if they leave. The first step to keeping those customers is to measure and track how hard or easy it is for customers to reach a service advisor and get an appointment. We all agree that this part of the business is super important, but up until recently there had been this black hole, where no one had been measuring and tracking the service customer phone experience.