Uncovering Gaps in the Customer Service Experience

Hyundai Australia partnered with Pearl-Plaza to identify the key stages of its customers’ service experiences and understand what really enabled better outcomes for both the customer and the business. By collecting and analysing feedback, Pearl-Plaza identified a gap that was both a major pain point for customers and a missed business opportunity for Hyundai.

• Greater visibility into operational improvement opportunities
• 500% increase in monthly bookings revenue
• Intelligence for new training programme that ensures execution of optimised CX