How did Mister Auto turn every department into a champion of the Voice of the Customer?

What if the Voice of the Customer didn't just belong to the CX team anymore?

That is the bet made by Mister Auto — and the results speak for themselves:

• Best customer service in the sector
• 10% reduction in refunds due to vehicle incompatibility
• +2 point increase in NPS over 2 years
• Jury Prize & People's Choice Award at the Stellantis Innovation Awards

Agenda

In this webinar, Audrey Daloz takes an unfiltered look at the transformation at Mister Auto: how to move from a siloed NPS to a Voice of the Customer shared across the entire company — from logistics and product to customer service, UX, and pricing.

What you will learn

→ Structuring and leveraging customer feedback at scale
→ Deploying cross-functional CX governance, department by department
→ Turning customer feedback into executive-level investment decisions
→ Identifying common pitfalls and quick wins to get started

Speakers

Audrey Daloz

Head of Customer Voice & Stellantis Synergies — Mister Auto

Audrey leads the collection and analysis of customer feedback across all of Mister Auto's European markets.

Ilan Mézière

VP Account Management — Glanceable

Ilan helps companies structure and activate their Voice of the Customer at scale.