Medallia, Inc. along with Ipsos has announced the next step in its partnership with Volkswagen Group UK (VWG UK), a wholly owned subsidiary of Volkswagen (VW) Group. This collaboration marks the next phase in VWG UK's customer experience journey, building on a strong foundation powered by Medallia's technology and Ipsos' research, advanced analytics and advisory services. The UK automotive leader is launching CX Health, a new initiative that will transform how the UK arm of the company captures and acts on the true voice of the customer.
For years, customer experience programs in the automotive sector have relied heavily on incentivizing dealers to achieve targets based on customer survey scores, but the well- intentioned practice often limits capturing the full picture. Volkswagen Group UK is taking a new approach with its CX Health program with the Volkswagen brand, designed to better reflect the true voice of its customers through real-time feedback captured by Medallia Experience Cloud. In collaboration with Ipsos, Volkswagen Group UK has redesigned its approach, remodelled its targets and revised its forecasts, while also eliminating its incentivization policy.
The new system combines customer satisfaction scores with open-ended, verbatim feedback to generate an overall percentage rating of customer satisfaction. With Medallia's artificial intelligence-powered Text Analytics analyzing that feedback, the organization now has a real-time understanding of customer sentiment and intent across channels and can make targeted improvements to the customer experience.
