Monexpe is a customer experience platform. It allows you to collect customer feedback, measure their satisfaction using recognized indicators (NPS, CSAT, CES), track results in real time, receive alerts when a customer is dissatisfied and better manage your e-reputation. For an automotive dealership, it serves one simple purpose: know what customers really experience, from sales to the service department, and take action before they leave.
Here's what Monexpe offers, what each feature is for and how a dealership can use it daily.
What is Monexpe for?
In a dealership, there are many signals about customer experience, but they're scattered: a customer in a hurry at the service desk, a review on Google, a comment made to the advisor during delivery. Without a tool, these signals get lost, and management discovers problems too late, at the moment of a complaint or a drop in revenue.
Monexpe serves to gather these signals and turn them into decisions:
- know what customers think after each key moment;
- react quickly when a customer is dissatisfied;
- track the evolution of results, service by service;
- correct recurring pain points.
What Monexpe offers
Indicators to measure satisfaction
Monexpe lets you measure experience with several indicators, each adapted to a situation:
- NPS (Net Promoter Score): recommendation and overall relationship, for example after purchasing a vehicle;
- CSAT (Customer Satisfaction Score): satisfaction after a specific interaction, such as a service department visit;
- CES (Customer Effort Score): the ease of a process, like booking an appointment;
- E-CES: effort in digital journeys, such as your website;
- eNPS (Employee Net Promoter Score): employee engagement;
- Custom surveys: your own questions, based on your needs.
Multiple ways to collect customer feedback
Customers can respond in the way that works best for them:
- a QR code, for example displayed at the service desk or given at delivery;
- a widget on your website;
- a link sent by text or email after their visit.
Real-time dashboards
Results display in interactive dashboards, with charts and trends. You immediately see if service department satisfaction is dropping or if a pain point is occurring more often this month.
Alerts when a customer is dissatisfied
When a customer expresses dissatisfaction, an alert is sent. The responsible manager can then call them back quickly, while there's still time to resolve their issue. This callback often makes the difference between a lost customer and a recovered one.
Automatic PDF reports
Monexpe produces automatic PDF reports. They're convenient for monthly reviews with sales and service department managers, without having to prepare figures by hand.
E-reputation management
Dashboards can bring together reviews published on multiple platforms, such as Google or Facebook. You track in one place what your customers tell you in surveys and what they write publicly. Monexpe also offers the ability to invite customers to share their experience on these platforms.
Management of multiple locations
For a group of dealerships, Monexpe allows you to create distinct campaigns for each location and compare their results. Each dealership tracks its own indicators, and group management gets an overall view.
Three languages
The platform is offered in French, English and Spanish, an asset for serving a diverse customer base in Quebec and elsewhere in Canada.
How a dealership can use Monexpe daily
Here are some examples of use, to adapt to your dealership:
- After booking an appointment: a CES question sent by text to find out if the process was easy.
- At the service department: a QR code at the desk, and a short CSAT survey sent after the vehicle is returned.
- After delivery: an NPS sent a few weeks later to measure the relationship.
- For the teams: regular eNPS to see how employees are doing, who are at the heart of the customer experience.
- For management: a monthly PDF report and a comparison between dealerships in the same group.
Fictional example, for illustration: a dealership in the Montérégie region installs a QR code at the service desk and sends a text survey after each visit. Within a few weeks, alerts flag several customers unhappy with Monday wait times. The service manager calls each of them back, then reduces the number of appointments offered Monday morning. He then tracks the change in the dashboard.
Implementation
According to information published by Monexpe:
- setup takes less than 24 hours, with no complex installation;
- there are no setup fees;
- the subscription is monthly, with no commitment, or annual with a discount;
- a personalized 30-minute demo is offered.
What a tool won't do for you
Monexpe gives you the information and alerts, but it's your teams that call the customer back, correct processes and improve service. Dealerships that get the most from it assign a manager per service, quickly call dissatisfied customers and hold a monthly review of results.
In summary
Monexpe helps you listen to your customers at the right time, measure their satisfaction with the right indicator, react quickly when something isn't working and track your progress over time. For an automotive dealership, this means: knowing what's really happening at the service department and sales, recovering dissatisfied customers and protecting your reputation on solid ground.
Want to see Monexpe in action at your dealership? Request a personalized demo.
