CustomerEngagement

Our approach

Designing, building and measuring the customer impact of company actions, and using feedback as an essential element for improvement and training, are must-haves for organisations competing in dynamic scenarios.

An ongoing relationship between brand and dealer.

JET Customer EngagementIt makes it easier to design processes around the customer experience.

Customer Journey

Every touchpoint counts.

Highlighting and analysing every touchpoint between customer and organisation makes it possible to rethink roles and tasks, to meet customer needs at the right time and in the expected way.

01 / 19

Sales

Website

Anticipating and foreseeing customer issues is an integral part of the very idea of Customer Care.

Sales

Website
First contact at the dealership
Needs analysis
First contact with the vehicle
Tutoring 360°
Immersive test drive
Configuration
Commercial offer
Negotiation
Purchase
Waiting

Service

Car handover
First Service contact
Routine maintenance
Add-on purchases and promotions
Contract expiring
New financing offer
End of contract
Support

Field research

The Customer Care Survey.

30Interviews with owners and Service managers.

10+Automotive brands analysed across the distribution network.

8 out of 10Dealers who report extreme complexity in service applications.

Topics investigated · 30 interviews

3Supported

Online test drive bookingMore than half of the brands have a dedicated tool or app.
Online service appointment bookingMore than half of the brands offer it online.
Retention and loyaltyTargeted promotions from the CRM, but without brand support.

3Partial

Sales support (leads)More than half of the brands pass website leads on to sales.
Satisfaction surveyAutomatic questionnaires only for some brands.
Brand–dealer relationshipFew dealers fully satisfied with the brand.

4Not supported

Support in recovering quotes1 brand in 10 follows up on unconverted quotes.
Hot alert managementPoorly structured management, by brands and dealers.
Complexity of service processes8 dealers in 10: service applications too complex.
Dealer requestsMore technical support, on hot alerts and on targets.

Source: JET Customer Care Survey, H2 2024, distribution network of automotive brands.

Our clients