Satisfaction
Reported improvement in customer satisfaction.
AUTOMOTIVE · QATAR · CX
Jaidah Group
A real-time feedback loop and contact-centre automation connected customer insight to action across the group.
Programme led by our founder in an executive role. Results are carried over from the original case study.
Customer outcomes
Satisfaction+25%
Retention+15%
−50%0+50%
- Sector
- Automotive
- Market
- Qatar
- Scope
- Group-wide CX transformation
Systems Real-time VOC · IVR · chatbot automation
THE CHALLENGE
The starting point.
Customer satisfaction had gone flat and complaints were creeping up. There was no real-time way to hear the voice of the customer — feedback surfaced late, if at all — and the contact centre leaned on manual handling that could not scale with demand.
THE WORK
How the change was delivered.
Group-wide CX strategy
Set the CX strategy and operating model across the group.
Real-time Voice of Customer
Implemented a live feedback system that routed issues to the people who could resolve them.
Contact-centre automation
Rebuilt the operation with IVR and chatbot automation to handle volume consistently.
Closed-loop follow-up
Put a closed-loop process around detractors so problems were actually chased down.
THE OUTCOMES
What changed.
Retention
Reported improvement in customer retention.
Voice of Customer
Feedback and follow-up connected to operational owners.
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