Automate feedback capture and recovery—so NPS, CSI, and dealership reputation stay protected.

CDES unifies in-store and link-based feedback into one workflow with case ownership, escalation, and verified closure—built for advisors, managers, CRM teams, and leadership.

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How CDES Collects Feedback

In-Store Tablet Feedback

Capture feedback immediately at the dealership.

Best for:

  • High response rate
  • Instant issue detection

Link Invite Feedback (WhatsApp/SMS)

Send a trackable link after the visit.

Best for:

  • Scalable outreach
  • Scheduled follow-ups

Result: All feedback is tied to the customer and routed to the right role.

What Happens When There Are Detractors

Recovery Engine

Low ratings or negative signals become a case with ownership, timers, and escalation—so issues don't remain pending.

Auto case creation
Owner assignment rules
SLA timers + overdue alerts
Escalation if delayed
Closure reason + outcome tracking

Goal: reduce detractors and protect NPS/CSI before OEM impact.

Two-Layer Closure + Escalation Control

Detractor Detected

Step 1

Case Assigned + SLA

Step 2

Recovery Action Logged

Step 3

Manager Verified Closure

Step 4

Layer 1: Advisor/CRM updates action + outcome

Layer 2: Service Manager verifies closure quality

Post-recovery confirmation recorded

Escalation: Overdue cases auto-escalate to manager

Designed for Every Role

Each role gets the tools they need to capture, recover, and prove closure.

Advisors (Mobile App)

  • Assigned cases + next steps
  • Call/WhatsApp follow-up logging
  • Quick progress updates
  • AI coaching tips (role-based)

Service Managers (Mobile App)

  • Control open cases + SLA
  • Verify/approve closures
  • Escalation handling
  • Repeat driver insights

CRM Team (Web App)

  • Central coordination
  • Follow-up task lists
  • Timestamped communication logs
  • Prepare closures for approval

Executives / Leadership (Dashboard)

  • NPS/CSI trend + risk
  • Critical open cases + SLA risk
  • Verified closure rate
  • Branch-wise view (dealer groups)

Protect OEM Outcomes and Dealership Reputation

OEM Impact

  • Reduce detractors to protect NPS
  • Improve CSI by fixing key drivers
  • Survey-window readiness view

Reputation Protection

  • Prevent negative reviews through faster recovery
  • Build trust with consistent follow-up
  • Improve referrals and word of mouth

Designed to act early—before survey outcomes lock in.

OEM Compliance and Reporting

Proof Checklist

Proof of communication + timestamp
Callback time tracking
Advisor identity and ownership
Manager involvement when required
Closure reason + resolution notes
Post-recovery satisfaction confirmation
Export-ready: Audit-ready reporting

Leadership Reporting (Single vs Multi-Branch)

Single-Branch View

  • Today's detractor risk
  • Open cases + SLA compliance
  • Verified closure quality

Multi-Branch View (Dealer Groups)

  • Branch ranking by NPS/CSI trends
  • Critical alerts across branches
  • Compliance gaps by location

Feedback is not just for OEM. It drives repeat business.

CDES uses feedback to keep happy customers connected, recover unhappy customers fast, and trigger referrals at the right time.

Feedback signal
CDES automation
Repeat + Referrals

Advisor Continuity (Repeat Visits)

What CDES does:

Lock satisfied customers to the same advisor for future bookings.

Result:

Trust stays high. Repeat visits become easier.

Promoter Trigger (Reviews + Referrals)

What CDES does:

On high ratings, auto-prompt review/referral asks at the right moment.

Result:

More word-of-mouth without manual follow-up.

Silent Churn Prevention

What CDES does:

Low scores instantly create cases with ownership and SLA timers.

Result:

Unhappy customers don't disappear; repeat loss reduces.

85%
Repeat Visit Lift (Wallet + Feedback)
47%
Promoters Converted to Reviews
53%
Churn Risk Customers Recovered
73%
Advisor Continuity Rate

FAQs

Convert feedback into higher NPS/CSI and better retention.

Book a demo and we'll map your current feedback process into CDES automation.

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