Know which customers need a call back today.
Affinity CX surveys your customers after a test drive, a sale or a service visit, scores every reply, and alerts the right manager when someone needs attention. The rules that decide are yours.
- Score of 6 or below
- Not followed up, and wants contact
- Not followed up, but asked not to be contacted
One place for surveys, replies and follow-up.
Everything between sending the first question and closing the case.
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Survey Builder
Build surveys with branching, so a customer who had a poor test drive gets different questions from one who loved it. NPS weighting is built in.
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Email and SMS distribution
Send by email, SMS or both, and see what was delivered, opened and completed for each channel.
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Hot Alerts
Set the conditions that raise an alert and the ones that suppress it. Preview a rule against past responses before you switch it on.
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Unified inbox
Every response and customer message in one queue, filtered by location, survey or severity.
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Case management
Turn an alert into a case, assign it to someone, and track it through to resolution.
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Smart Themes
Free-text comments are sorted into themes with sentiment, so you can see what customers keep raising without reading every reply.
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Automation
Trigger actions from scores, answers or themes. A comment about waiting times can go straight to the service manager.
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Data Import
Upload contacts or receive them by SFTP. Emails and UK mobile numbers are validated and duplicates are matched to existing customers.
What customers keep telling you, without reading every reply.
Smart Themes reads the free-text comments and sorts them into themes with sentiment, so patterns show up across hundreds of responses, not just the ones someone happened to open.
“Lovely team on the desk, but I waited over an hour past my slot and nobody rang to say the car was ready.”
- StaffPositive
- Waiting timesNegative
- CommunicationNegative
- Themes behind the score
- A score tells you a customer was unhappy. The theme tells you whether it was the wait, the handover or the price.
- Compare sites and brands
- See which themes are rising at which dealership, and whether a problem belongs to one site or the whole group.
- Comments without a score still count
- Text-only responses are themed and given a sentiment, so feedback isn't lost because someone skipped the rating.
- Act on a theme, not only a number
- Use a theme as a condition in Automation. A negative comment about waiting times can raise an alert even when the score looks fine.
From visit to resolved case.
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Import your contacts
Bring in customers from your DMS export or an SFTP feed and assign them to a campaign.
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Send the survey
Customers get a short survey by email or SMS, named for the dealership they visited.
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Rules check each reply
Scores, answers and comments are tested against your alert rules as they arrive.
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Follow up and close
The right manager gets the alert, opens a case and records the outcome.
Built for groups with many sites and many brands.
One login for the group, with each dealership seeing only what belongs to it.
- Roles across organisations
- Give group directors the whole picture and site managers their own locations. Access is set per organisation and per role.
- Two-factor sign-in
- Every user can be required to sign in with an authenticator app.
- Rules scoped to where they apply
- Run one alert rule across the group, or limit it to a survey, an event type or a single location.
- Surveys that name the dealership
- One survey serves every site. The customer sees the name of the location they actually visited.
See it with your own surveys.
Call us to book a demo. We'll walk through the platform using a survey and alert rules set up for your group.
01928 751091