Nissan Australia

Nissan Australia

Challenge 

Improve customer experience across Australian dealerships.

Journey

Nissan Australia is a subsidiary of Nissan. one of the world’s largest and most recognisable car manufacturers in the global automotive industry. Within Australia, Nissan dealerships sell over 42,000 cars per year. The brand manages a network of 84 franchise dealerships across Australia; from Cairns to Essendon, Nissan’s network is vast. 

Nissan was looking to improve customer experience across its dealerships. The challenge was to find an effective method that would accurately evaluate each dealership’s customer experience. 

Soda, along with our partner Retail Compliance, developed a national customer experience campaign to track, monitor and improve customer experience. Over a 12-month period, we deployed 500 mystery shoppers to go in-branch, collecting data live and from phone interviews to deliver back impartial and actionable data to Nissan.

To collect this data, we developed a live dashboard that delivered real-time insights and made recommendations on areas Nissan should address to improve customer experience. Nissan has since seen a strong improvement in customer experience across dealerships resulting in a high increase in customer satisfaction and delight across the board.

Prev project Next project
Drag View