Unlocking the Power of Live User Feedback

Driving innovation through real-time insights from within the trenches

Pedram Faed

Jul 6, 2023

Unlocking the Power of Live User Feedback

At Tekion, we believe that user feedback is the key to continuous improvement and delivering exceptional experiences. That's why we have developed the Live User Sentiment (LUS) tool, putting the power of feedback directly in the hands of dealership users.

Going Beyond NPS and CSAT

Unlike traditional lagging indicators such as Net Promoter Score (NPS) and Customer Satisfaction (CSAT) surveys, LUS offers instant and direct feedback that is proactive rather than reactive. By providing a platform for real-time feedback, LUS allows users to share their satisfaction ratings and constructive comments on their Tekion experience. This shift to real-time feedback ensures that we capture valuable insights and address issues promptly, fostering continuous improvement and driving a better user experience.

Harnessing the Power of Open and Transparent Comments

Through LUS, users are encouraged to provide feedback by easily clicking on simple feedback buttons and then invited to provide specific information if it’s warranted. This intuitive and user-friendly approach encourages users to share their thoughts, both positive and constructive, about workflows and interactions with the system.

With availability to every user at any given time, innovations are driven by all team members; not just management. And internally, feedback is available in a dashboard and reviewed by the entire Tekion team, including our Executives, who take each submission seriously when determining which are actionable.

By collecting open and transparent comments, we gain valuable data that enables us to identify what is working well and what areas require further attention. Every submission becomes an opportunity for us to modernize and simplify automotive retail together.

A Continuous Feedback Loop

One significant advantage of LUS is its ability to address the challenges of turnover in dealerships. Unlike traditional surveys that happen once per quarter or year, LUS enables feedback to be given 24/7/365. This continuous feedback loop ensures that no valuable insights are missed and allows us to swiftly respond to the evolving needs of our dealership partners. Additionally, LUS helps alleviate concerns about waning support after the onboarding process, providing a constant channel for users to share their thoughts and receive the necessary assistance.

Take for example, a dealership user who is experiencing frustration over a feature or functionality that she feels is not working properly or has been set up incorrectly. She can simply voice that concern at any time directly from the screen on which she is working. In many cases, these frustrations can be proactively addressed with a simple phone call from the Partner Success Team who can assist in making the correct settings adjustment. The problem is solved, and work resumes in minutes to hours, rather than waiting for the next regularly scheduled visit that may be 30 to 60 days in the future.

Embracing a Collaborative Future

As Tekion continues to innovate and evolve, user feedback remains at the heart of every enhancement we make. LUS exemplifies our commitment to fostering a collaborative relationship with our dealership community. By actively engaging in LUS and sharing your experiences, you become an essential part of our journey towards transforming your experience and that of your customers. Together, we can shape the future of the industry and ensure that every interaction with Tekion exceeds expectations.

With the Live User Sentiment tool, Tekion is revolutionizing the way user feedback is gathered and utilized in the automotive retail industry. Through real-time feedback, open comments, and continuous engagement, LUS empowers us to enhance the user experience, drive innovation, and address the challenges faced by dealerships.

Pedram Faed is Tekion's Vice President of Customer Success and Analytics
User Experience