Multi-country / Automotive
£75m additional future sales associated with a 1% reduction in poor CX
"The analysis, conducted by Ipsos, demonstrated the greater financial impact of focusing on poor experiences – allowing for smarter investment decisions."
Business issue
A global vehicle manufacturer wanted to understand how customer experience influenced future sales and profitability, and the impact of this on intent to repurchase.
Our solution
Ipsos gathered feedback across customer touchpoints in 133 markets, collecting over 500,000 survey responses. Using this information, as well as data focused on sales and service interactions, booking process, and post-service interactions, Ipsos were able to create a NPS® for the entire customer base.
Alongside this, survey data was combined with commercial data using average sales value and annual market sales volumes to model the impact on repurchase depending on varying customer experiences, such as 'great', 'average', and 'poor'.
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Net Promoter®, NPS®, NPS Prism®, and the NPS-related emoticons are registered trademarks of Bain & Company, Inc., NICE Systems, Inc., and Fred Reichheld. Net Promoter ScoreSM and Net Promoter SystemSM are service marks of Bain & Company, Inc., NICE Systems, Inc., and Fred Reichheld.
Impact
Ipsos created a CX impact simulator which enabled the client to see the projected commercial returns on each 1% change in performance. The simulator highlighted impact at local market and global level, with monetary value automatically adjusting based on real sales data.
This analysis demonstrated the greater financial impact of focusing on poor experiences – allowing for smarter investment decisions.
