Copart is a global, online vehicle auction company with facilities and physical yard locations across the US, Canada, the UK, the UAE and Brazil. Copart wanted to use customer feedback to promote more personalized experiences.
Copart realized it needed a Voice of the Customer (VoC) solution that could narrow down insights from a wide range of data across its entire enterprise. Using Confirmit, the company implemented multiple transactional surveys, tailored to address different aspects of the auction journey. Reaching roughly 300,000 customers, each survey is tailored to assess key drivers of customer dissatisfaction in order to improve the buyer and seller experience from front-end to back-end. This case study describes how Copart was able to:
- Successfully capture, analyze, and address customer feedback across all departments.
- Increase its customer’s likelihood to endorse – a key metric for the business
- Used feedback to initiate processes that streamline services for its large and unique customer base.