Citroën Advisor: 400,000 Reviews and Ever Closer to Customers, Even when we’re at a Distance
Faced with containment measures, keeping in touch and preserving the bond of trust with customers is a key issue. In this context, Citroën Advisor is a real asset for Citroën. The brand's interactive online reviews website is now available in 58 countries and has more than 400,000 reviews. Enhanced with new features since launch – such as product and salesperson ratings – it enables Citroën and its network to stay one step ahead in terms of transparency, experience sharing and customer proximity.
Launched at the end of 2014, Citroën Advisor is now available in 58 countries and has more than 400,000 reviews. Building on its success, this pioneering tool in the automotive world has been enhanced over time with a range of features that enables Citroën to stay one step ahead in terms of transparency and proximity to its customers.
Citroën Advisor now covers several aspects of the customer experience, through a number of different features:
- Citroën Advisor ‘Services’: Offered since the launch, this function enables customers to evaluate and share their experiences about the quality of service at their point of sale, both in the workshop and in the Sales Department (new & used cars). In the case of a negative rating, the dealership receives an immediate alert. The management team can then contact the customer in order to address their concerns, potentially post a response on the platform themselves, and the customer can change their evaluation if they so wish. A true guarantee of trust and loyalty, this win-win tool has proved its worth with an average score of 4.8 out of 5.
- Citroën Advisor ‘Products’: Since 2016, this additional module has enabled customers to evaluate and share their opinions on their new Citroën vehicle, post-delivery. In this case, it is not the dealership, but Citroën itself that is being evaluated. The reviews can be accessed via the virtual showroom on the country's main Citroën website. The overall average rating for the range is currently 4.7 out of 5.
- Citroën Advisor ‘Salesperson’: Deployed since 2019, this latest feature enables customers to evaluate their experience with their sales executive. Offered to Citroën sales staff on a voluntary basis, it is a win-win tool for building trust and loyalty.