OEMs collect all kinds of data to measure the customer’s satisfaction with their service experience and overall support. This session will be focused on understanding and hearing about the different ways that OEMs are collecting, choosing, and using data to improve the customer experience at their dealers:

• How are OEMs collecting service experience satisfaction data? Which data are they using to internally calculate a net promoter score for their customers?
• Which OEMs have a defined consumer net promoter score (NPS) they are tracking?
• How is the customer satisfaction data that OEMs are collecting being used to improve or modify the customer experience at their dealerships