Enhancing customer loyalty & reducing churn in a two-wheeler automotive center

Problem Statement

A prominent two-wheeler automotive center aimed to boost customer loyalty and diminish churn rates within its network of franchise outlets. Despite implementing a mandatory 4.5 review requirement for each outlet on Google, the company continued to witness a significant number of lost customers across various branches.

Proposed Solution

In response to the client’s challenges, Me-Grow Enterprise (MGE) devised a comprehensive 360-degree plan. This approach involved a two-pronged strategy for customer feedback collection, emphasizing both immediate and quality feedback. The plan also focused on integrating client-specific requirements seamlessly.

Implementation

1. Immediate Feedback:

• Me-Grow Enterprise developed a tailored feedback platform, addressing key aspects such as overall experience, facility cleanliness, staff behavior, and billing efficiency.
• Questionnaires were formulated, programmed, and integrated into a tool.
• Specific QR codes for 50 branches were generated and sent to respective branch managers via email.
• Branch managers adhered to instructions, pasted QR codes, and initiated the feedback collection process during vehicle pickup.

2. Quality Feedback:

• Collaborating with the client’s chatbot team, Me-Grow’s technical experts programmed survey links into the WhatsApp chatbot system.
• Feedback collection occurred three days post-billing, focusing on service quality, likelihood to revisit, and Net Promoter Score (NPS).

3. Integration:

• MGE’s platform aligned seamlessly with the client’s requirements, enhancing the overall feedback collection process.
• Identified detractors were promptly sent to the client’s customer care team for resolution, effectively reducing churn rates.

4. Analytics and Insights:

• The client utilized the MGE analytics platform for real-time insights, allowing for a comprehensive understanding of outlet performance.
• Performance metrics aided in identifying outlets requiring support and allowed for the replication of best practices from high-performing outlets.
• The data-driven approach facilitated product and service improvements, ultimately leading to a better customer experience.

Results

Through the implementation of Me-Grow Enterprise’s 360-degree feedback plan, the two-wheeler automotive center achieved:

1. Reduction in customer churn rates.
2. Enhanced brand loyalty and customer experience.
3. Improved awareness of products and services
4. Real-time insights for targeted performance improvement.

Successful identification and resolution of service-related detractors, leading to increased overall customer satisfaction