Case Study: Fortune 500 auto manufacturer ties CX improvements to a $53.7M revenue opportunity with InMoment
Key results
The challenge
A large Fortune 500 auto manufacturer with more than 1,000 dealer locations wanted to understand how service satisfaction and quality influenced whether customers would purchase another vehicle. The company needed to connect service experience data to downstream revenue and retention.
The solution
Working with InMoment, the manufacturer analyzed service and sales survey data to quantify the connection between service satisfaction, fixed-right-first-time (FRFT) rates, ServiceKPI scores, and future purchase behavior.
The results, in context
InMoment tied the improvements to a $53.7M total revenue opportunity. That included a $30.1M revenue increase associated with perfect ServiceKPI scores and a $23.6M increase associated with improved FRFT rates, with a 97% retention boost among customers who received a perfect ServiceKPI score.