Mister Auto: +2 NPS points in 2 years thanks to Voice of the Customer + AI
Mister Auto, a Stellantis Group subsidiary, is a leading European online auto parts retailer for both individuals and professionals across all European markets and French overseas territories.
The context
Mister Auto, a Stellantis Group subsidiary, is a leading European online auto parts retailer for both individuals and professionals across all European markets and French overseas territories. Here, satisfaction is strategic: if the right part doesn't arrive on time, the car remains out of commission.
Audrey Daloz, Head of Customer Voice and Stellantis Synergies, manages feedback collection on a European scale. The 31 Glanceable licenses are distributed across all departments that contribute to the customer experience.
Key objective: move from weekly NPS tracking to an industrialized, actionable, and shared approach where every department addresses its own pain points.
The challenge
NPS tracking that was too macro
NPS was tracked as a global score, with no way to explain variations by category, carrier, or market. Verbatims were unusable at scale.
Untapped customer signals
Feedback volume was too high for manual processing in multiple languages. Insights regarding packaging, shipping, or product quality never reached the right teams.
No cross-functional CX governance
Voice of the Customer was confined to the CX team. Logistics, product, front-end, and UX teams had no access to data or a roadmap for action.
« We've moved from one-off verbatim analysis to genuine team ownership: each department now manages its own pain points. »
The solution implemented
Glanceable enabled Mister Auto to structure and cross-reference:
- Multilingual, multi-market NPS (score + verbatim)
- Site reviews, product reviews, brand experience
- Customer service feedback and complaints
Cross-functional CX governance deployed by department:
- Logistics, product, customer service, front-end and UX, pricing
- Fine granularity via integrated order metadata
- Each department manages its own pain points
Results achieved
- +2 NPS points on an already high base
- Packaging: pain point quantified and presented to the executive committee
- Dedicated dashboards by silo
- NPS variations explained by department
« It's transformed how we see things: our customers are no longer data behind a screen, but real people. »
The difference, in practice
NPS marketplace ×2
600,000 conversations analyzed every month.
A centralized Voice of the Customer
A 360° view of customer satisfaction, shared with all frontline teams to turn every interaction into a moment of truth.
+2 NPS points in 2 years
10% drop in refunds for vehicle incompatibility. 31 licenses deployed across the organization.