Customer Experience
& Market Research

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Boost Your Success with Lightstone!

At Lightstone, we empower your success by enhancing your processes and efficiencies.

Our solutions and insights aid in identifying opportunities to better serve your customers, ultimately enhancing their overall experience.

You can elevate processes, efficiency, and customer experience with these Lightstone solutions:

EchoMBR Customer Experience Programme

This programme enables Motor Body Repairers to quickly identify and address dissatisfied customers, emphasising customer satisfaction as a key priority in their operations.
The system not only gauges customer satisfaction levels but also proactively resolves any concerns raised by customers.

“A customer who has a problem that is addressed and resolved quickly and efficiently ends up being more loyal, more of an advocate, than a customer that never had a problem in the first place”

Endorsed by top brands for its reliability and effectiveness, EchoMBR motivates Motor Body Repairers to proactively address customer issues, fostering a culture of ongoing enhancement that leads to higher customer satisfaction.

With EchoMBR you get:

Instant Reporting

Receive real-time feedback through automatically updated reporting dashboards on a daily basis.

Industry Benchmarking

Comprehensive benchmarking covering various metrics for MBRs, OEMs, Insurers, and Industry Organisations.

Extensive Reach

Leading the industry in CSI Measurement for automotive and insurance brands through direct telephone contact.

Efficient Escalation and Recovery

Automated escalation of negative feedback for swift and effective resolution.

Supportive Assistance

Access the EchoMBR HelpDesk for dedicated support via phone, email, and live online chat.

Packages

Echo Standard

R970 per month

Detailed telephone surveys conducted.
Minimum 25% of customers interviewed.
Negative feedback is escalated through daily emails
Online reports linked to OEM and Insurer programmes.
Follow-up interviews after three days for recovery assessment.

Echo Premium

From R1 310 per month

Detailed telephone surveys conducted.
Minimum 25% of customers interviewed.
Negative feedback is escalated through daily emails.
Online reports linked to OEM and Insurer programmes.
Follow-up interviews after three days for recovery assessment.
OEMs and Insurers can set minimum quotas for customers.
Appeal mechanism for negative interviews beyond MBR's control.
Intensive support for score improvement, including enhanced feedback and more interviews.

Customer Satisfaction Index (CSI)

Lightstone excels as the top industry leader in CSI measurement for automotive and insurance brands.
Dealer groups, Original Equipment Manufacturers, and Motor Body Repairers collaborate with Lightstone to assess customer satisfaction levels, pinpoint areas for improvement, and effectively address any negative customer feedback.

Lightstone's platform smoothly integrates all customer interaction channels, from call center data to web, mobile, text, and social media inputs, in real-time dashboards.

It also merges data from various sources like internal client records and external market insights.

How can feedback benefit your dealer network?

Why is feedback crucial for your business?

Data-driven decisions are key. Utilise feedback to steer your business in the right direction and make well-informed choices.

Industries benefiting from Lightstone's customer satisfaction expertise include:

Automotive (including Dealers, OEMs and MBRs)
Insurance
Financial
Retail
Petroleum
Communications

Dealer Satisfaction Index (DSI)

Get valuable insights into dealer or store satisfaction with Lightstone's Dealer Satisfaction Index programme.
Our DSI report offers a comprehensive overview of network satisfaction, analysing various business aspects and enabling strategic realignment. The results encompass national, regional, and dealer group perspectives.

Lightstone's platform seamlessly integrates all dealership network engagement channels, from ongoing tracking and CRM to survey campaigns, web, mobile web, text (SMS), and social media interactions, all consolidated in real-time dashboards.

It also amalgamates data from various sources, including internal client data and external market intelligence.

DSI Report Insights: A DSI Report offers a comprehensive view of network satisfaction, analysing all business aspects and enabling strategic realignment. It provides national, regional, and dealer group perspectives.

Individual Issue Resolution: By gathering feedback across your network, individual issues can be pinpointed and resolved, enhancing dealer satisfaction and customer support.

Operational Understanding: Feedback after crucial interactions helps gauge and improve performance across divisions, departments, regions, and other operational categories within the broader dealer network.

Compliance Assurance: Amid regulatory requirements and corporate governance standards, emphasising customer service is essential. Measuring your network's customer focus becomes crucial.

Dealer Activity Monitoring: Monitoring conversations about your brand and competitors within your dealer network enables informed decision-making based on market activity.

Ad Hoc Automotive Market Studies

Lightstone's team of skilled data analysts provides a variety of automotive market studies, including Feasibility Studies, Competitor Satisfaction Studies, Annual Automotive Labour Rate Report, and others.
These studies are conducted through unbiased qualitative and quantitative market research methods.

From conducting Feasibility Studies and Competitor Satisfaction Studies to providing the Annual Automotive Labour Rate Report and more, our skilled team of data analysts conducts a variety of automotive market studies based on independent research.

Every business has its unique characteristics.

Tailored solutions are often needed to address specific business requirements. At Lightstone, we collaborate closely with you to establish a robust workflow that generates actionable outcomes using the collected data.

How can Lightstone help you?

Multiple Engagement Channels: Our platform facilitates engagement with your clients through various channels like SMS, email, web, and telephonic survey distribution.

Experienced team: Count on our team of seasoned market researchers, data scientists, and master statisticians to transform insights into practical feedback for enhancing your business.

Advanced Functionality: Lightstone benefits from a dedicated in-house Microsoft Gold certified development team, ensuring advanced and customised functionality without the need for expensive third-party suppliers.