Customer Experience Feedback
CarFix 3000 is a successful auto repair franchise with a loyal base of customers. After each visit, the customer is asked to provide feedback on their most recent experience. Action alerts are sent to CarFix managers so they can follow up with dissatisfied customers. The company places a lot of value on a customer’s Net Promotor Score, and it features prominently in their dashboard as a way to measure their satisfaction with the services they receive. This dashboard enables CarFix managers to not only regularly monitor customer feedback, but to act on it, too.
Because they value their customer feedback, they are able to constantly monitor: