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Why Auto Dealers Are Using Positive Alert “Celebrations” in Customer Experience Programs

Your customers like you. Just ask. Recent MaritzCX studies show that voice of the customer (VoC) survey respondents who are prompted to share a positive or “celebration” comment during the survey are five times more likely to provide feedback. What’s more, in some instances, MaritzCX found over 80 percent of that verbatim to be complimentary of the customer’s experience.
Many customer experience tracking programs, or VoC surveys, contain hot alerts prompting the respondent to express an issue or concern they might have encountered during the sales or service process. In turn, these descriptive comments prove extremely valuable to the auto dealer, enabling them to quickly address the customer’s problems.
Such alerts and subsequent fixes are critical to a dealership’s success, but why all the negativity? The average new car dealer has been in business for decades. They must be doing something right.

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