AutoScout24: insight into customer satisfaction of business relationships

With 10 million monthly users and more than 2 million cars online, AutoScout24 is the largest online car marketplace in all of Europe. Currently, 43,000 companies use the online platform to buy and sell vehicles online. With a few clicks, AutoScout24 provides tools to arrange the buying and selling of vehicles online. But how do companies experience AutoScout24's service and services?

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Autoscout24 customer satisfaction survey

Challenge

Identify trends and determine focus

AutoScout24 has also been active in the Netherlands since 2000. By now they are the market leader in the Dutch online car buying & selling market. Satisfied customers are an essential factor for being and remaining a market leader. For this reason, AutoScout24 wants regular insight into the satisfaction of business relations. On the one hand to determine the focus for the goals of the year and on the other hand to identify certain developments and trends early.

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Vision

Structurally measure and improve customer satisfaction

Regular satisfaction surveys are important to keep up with changing customer needs and measure the impact of changes. Ongoing insight also keeps the flow going in the organization. It helps prevent missing opportunities or losing customers because they haven't been heard for an extended period of time. And that's very costly in a B2B environment. Satisfied customers are key not only to maintaining existing market leadership, but also to capturing new markets and creating growth opportunities.

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Solution

Annual customer satisfaction survey of business audience

Since 2018, Blauw has been conducting an online quantitative customer satisfaction survey among its business customers for AutoScout24. In this survey, among other things, we look at the Net Promoter Score; a method of measuring and tracking customer loyalty. It is a powerful way to gain insight into how business customers recommend AutoScout24 to others. Especially in B2B, a lot of value is created by promoters of your organization, because these enthusiastic customers are more loyal, do more business with you and recommend your service to others.

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Result

Valuable insight into customer loyalty

The research puts the focus on putting the business relationship at the center and understanding what they really care about. The results give AutoScout24 valuable insights into customer loyalty and provide information for continually improving customer satisfaction.

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case

"A highly satisfied rider is and remains loyal to his or her brand. And this is how we see it for AutoScout24 as well. The results from the survey offer us insight into the customer satisfaction and loyalty of our business customers and challenge us to continuously improve. In addition, the outcomes also help to put other insights into perspective."