Turn Customer Feedback Into Team Performance
CXP’s CX Performance Management solution transforms public reviews and customer feedback into actionable performance insights—helping dealer groups, GMs, and department leaders recognize top performers, diagnose CX gaps, and coach teams with real customer evidence.
Dealership Performance Is Measured by Revenue and Scores, Not the Full Customer Experience
Performance Misses the CX Picture
Teams are typically measured by revenue, but that does not show whether customers felt supported, informed, or confident throughout the buying journey.
CSI Scores Lack Actionable Detail
Reps may be measured through CSI scores, but high-level scores often fail to explain what actually happened or how to coach individual team members.
Feedback is Tedious to Track
Customer callouts in Google Reviews, CSI comments, and survey feedback are valuable, but manually tracking them by person, department, and location is too time-consuming.
Department-Level Issues Stay Hidden
A dealership may appear healthy overall while hiding major gaps—for example, 4.8-star Sales performance paired with 3.2-star Service performance.
Groups Lack Context Across Rooftops
Group leaders can see which locations are underperforming, but often lack the qualitative context needed to understand why and what to fix.
Recognition is Inconsistent
Without structured visibility into staff mentions and customer feedback, leaders miss opportunities to recognize great behaviour or correct recurring problems.
A CX Performance Layer for Dealers, Departments, and Staff
Our CX Performance Management solution uses AI to classify customer feedback by department, extract staff mentions, summarize recurring themes, and compare performance across locations—turning unstructured customer comments into clear coaching, recognition, and accountability signals.
Department-Level CX Classification
Automatically classify feedback into Sales, Service, Aftersales, and other relevant areas so leaders can see where the customer experience is strong or breaking down.
Staff Mention
Leaderboards
Extract staff mentions from reviews and feedback, creating leaderboards that help managers recognize employees driving positive customer experiences.
150% Increase in Review Volume
One dealer sales manager increased Google Review volume by 150% by using staff recognition data to reinforce positive behaviour and drive internal participation.
Benchmark Against Competitors
Compare feedback themes against competing dealers in the region to identify practical improvement opportunities and make coaching recommendations harder to dismiss.
Built for Leaders Who Need to Improve CX Through People, Not Just Scores
CXP gives automotive leaders a clearer way to understand who is creating great customer experiences, where teams are falling short, and what actions will improve performance across stores.
Dealer Group CX Leaders: Identify recurring CX gaps across rooftops, recognize strong performers, and provide evidence-based feedback to each dealership.
Dealer General Managers: See which employees are positively shaping your public reputation and where coaching is needed to improve the customer experience.
Brand Field Teams: Compare dealers across the network and assign targeted training or improvement actions based on real customer feedback.
Start with your Free Google Review Report
Want to see how your brand or dealership compares to competitors in your market? CX Guru can generate a snapshot report analyzing your public Google Reviews—including sentiment trends, most-mentioned issues, and how your experience stacks up.
