News: Empathica Helps Halfords Autocentres Gauge Customer Feedback

Halfords Autocentres reports it has seen its customer satisfaction scores hit 93 per cent following a new customer experience management (CEM) strategy in partnership with Empathica Inc., a provider of Customer Experience Management (CEM) solutions. Since appointing Empathica 12 months ago, Halfords Autocentres has reviewed the feedback of over 52,000 customers which has allowed the business to implement operational changes that deliver immediate impact to the customer experience. With good value and customer loyalty key measures for the business, customer feedback levels following their visit have been reassuringly positive – with 89 per cent of customers reporting that they received value for money and 87 per cent stating they would recommend Halfords Autocentres to their friends and family. read more»

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