Automobile
Industry
1
Location
50-200
Employees
Québec
Region
2022
Implantation date
12x
More positive reviews collected each month
15x
Return on Investment of the InputKit Project
60K
Dollars saved through early detection and proactive recovery of dissatisfied customers
3
Excellent employees recruited thanks to the visibility generated by Google reviews
The issues :
- No satisfaction tracking tool for the used department.
- Slow customer feedback with the Honda CSI (up to one week).
- Difficulty evaluating employee performance in real time.
- Lack of control over Google reviews and their management.
The results :
- 487 new reviews generated (618 ➝ 1105).
- Immediate detection of dissatisfied customers, corrections before delivery.
- Significant increase in positive Google reviews.
- Easier recruitment thanks to online reputation.
- Implementation of clear employee tracking, appreciated by the team.
- Faster and more professional review management.
At Honda Lallier Ste-Foy, we're always striving to improve and offer the best possible customer experience. That's exactly what InputKit has allowed us to do. Since we've been using the platform, several dealerships have asked us how we get so many Google reviews and such a high rating. It's fair to say, we have the right tools to achieve this. Our delivery drivers inform customers that they'll receive two surveys: Honda's CSI and InputKit's, without it impacting our response rate. When a survey is negative, the salesperson and their manager can analyze the situation together. Before, we might have been too quick to blame the salesperson. Now, we better understand the source of the dissatisfaction. Every morning, I start my day by opening InputKit to follow up. And since we've been using it, negative reviews on Google have clearly decreased, because customers express themselves directly in the surveys. We can react even before delivery.
Mario Gilbert
General Manager
Québec
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