How the Chicago Automobile Trade Association Can Learn from Customer Feedback

Stratifyd used its AI-powered analytics platform, Signals, to assess customer reviews of the Chicago Automobile Trade Association members on Yelp.com. By looking at the friendliness of service professionals and salespeople, the overall quality of customer service, and the quality of repair work, we could understand how the overall customer experience rated on a scale of 1–5 stars.

Stratifyd analyzed the unstructured data, looking at the sentiment behind and frequency of different word pairs in order to create a clear view of customer satisfaction. There were three areas in particular that were most important to the results.

The Three Key Areas:

Customer Service: We looked at how knowledgeable the salespeople and service professionals were, as well as how willing they were to help customers determine the right steps to repair or find the right car at the right price.

Friendliness: We focused on aspects such as how employees engaged with customers and how well they were taken through the process of either buying a car or having one repaired.

Quality of Work: We looked at how customers felt about repairs done to their vehicle, whether they felt the work was done properly and promptly.

With these three main areas and the associated data, Stratifyd was able to…

To see how CATA could benefit from the analytical power of Stratifyd, go to www.stratifyd.com/