AUTO TRADER
A first-class user experience
How Auto Trader sought to improve the customer journey with real-time insights
GetFeedback's specific targeting options are a great way to gather insights efficiently without bothering all site users, but still obtain the high-value insights we need to continue improving the CX.
—Rob Chisholm, principal test analyst at Auto Trader
Real-time feedback improves the customer experience
100%
NPS response goal met by targeting just 1% of website users
83%
improvement in mobile NPS response targeting
5 Min
First customer response within 5 minutes
THE CHALLENGE
Understanding Customer Sentiment
To transform the digital customer experience and drive customer loyalty, Auto Trader needed a way to gain real-time insight into customers' technical site issues and automatically share them with the appropriate teams, speeding up resolution times and improving the customer experience.
THE SOLUTION
Frictionless Feedback
Auto Trader recognized that GetFeedback is an agile solution that would allow them to run a rapid proof of concept on real-time bug reporting.
Valuable customer insights, quickly
In just a few hours, Rob deployed GetFeedback's 'feedback' button on the Auto Trader site and saw immediate value. The first responses came rolling in within 5 minutes, and the first bug was reported in 25 minutes.
Holistic view into feedback
Auto Trader is capturing what users say across numerous pages, with GetFeedback deployed across the site. GetFeedback's auto-labelling feature helps Rob's team work even faster. GetFeedback filters, groups and labels the issues to make insights relevant and actionable.
Smart requests for response
Using GetFeedback's 'open cookie' feature, Auto Trader can request an NPS score from a user and know to not ask that user a second time. "Optimized feedback timing means we are not pestering a user multiple times in the same journey," says Rob.
THE RESULT
5,000 users do the work of 700,000
GetFeedback helps Auto Trader gather high-quality insights from customers far more efficiently. Auto Trader recently sought NPS feedback from just 5,000 users and received as many responses as they did when targeting 700,000 users with their old system. Similarly, Auto Trader is now able to target just 5% of mobile users versus 30% prior to GetFeedback.
We can filter a ton of information and know the percentage of users highlighting a few key issues. Getting that information to relevant teams quicker means faster resolutions and happier customers.
—Rob Chisholm, principal test analyst at Auto Trader
Read more customer success stories
*Net Promoter, Net Promoter System, Net Promoter Score, NPS and the NPS-related emoticons are registered trademarks of Bain & Company, inc., Fred Reichheld and Satmetrix Systems, Inc.