Check Engine Light
Every showroom and service centre, yours and rivals', as a dashboard lit by reviews.
The job
Shows car distributors, dealer groups and rental networks every showroom and service centre, theirs and rivals', as dashboards lit by public map reviews. Ranks the cleanest, sends each warning lamp to its branch manager with a fix date, and prices it using service volumes.
The moment
The group CEO opens the group's flagship service centre in the capital, shown as a car dashboard lit by public map reviews.
All seven warning lamps flicker on, then five go dark. The check-engine and oil lamps stay red, with 41 reviews saying it was the third visit for the same air conditioning fault.
A rival brand's centre two streets away starts up with every lamp clear. The CEO sends the problem to the branch on the spot.
Six weeks later, the check-engine lamp goes dark, with "fixed first time" now in 19 reviews, and oil stays amber. The rival's dashboard hasn't changed, so the improvement wasn't seasonal.
What it does
- Send a lamp to the branch manager
- Pre-register the turn-off date
- Draft replies to public reviews
- Open the lamp's reviews
What you see
A wall of car instrument clusters that start up on open (seven warning lamps and a praise needle per location, own and rival), a Clean Dash League per city, and turn-off receipts that grade themselves
What it moves
Warning lamps turned off at each location, compared with rivals as a check for seasonal effects, and, where service volumes are known, warranty rework cost per 1,000 units.
Built for
- CX leaders & VoC
- Executives & leadership
- Account management & sales
- Branch, store & field managers
