How Chery Malaysia built a real-time post-service feedback system across dealerships nationwide through WhatsApp
The Results
- Reduced survey cost vs. previous methodology
- Improved satisfaction score since switching to WhatsApp
- Real time insight vs. previous survey cycle
Client Background
Chery Malaysia is the principal brand owner for three automotive brands: Chery, Jaecoo-Omoda, and iCar with service operations across dealerships nationwide. Post-service feedback was handled through 3rd party survey providers. Each brand ran surveys separately, results took time to come through, and there was no consolidated view of service quality across regions or dealerships.
The Solution
1
Automated post-service satisfaction surveys sent via WhatsApp three days after each service visit, covering all three brands from one platform
2
Responses collected and consolidated across all three brands, replacing separate survey cycles that gave no cross-brand visibility
3
A live dashboard for HQ teams to track and compare performance across regions, dealerships, and car models in real time
