Since implementing Hello Customer three years ago, we've gained over 4% on our contract renewal rate. For us, that's the voice of the customer directly driving business results.
Toyota Financement is the financial arm of Toyota in France. It manages vehicle financing contracts across their full lifecycle, from delivery through to the end of the contract.
The team surveys customers at three moments mapped to those phases, and around 20,000 feedback responses arrive each month.
Listening at three moments in the contract
Toyota Financement surveys customers at three points mapped to the contract phase: an onboarding survey five months after vehicle delivery (NPS +0.4), a pulse survey every 15 months during the contract (NPS +0.9), and an intention capture on day one after contract closure (NPS +1.4).
Governance that breaks the silos
The team built a multi-layered governance model: bi-weekly VoC committees, quarterly direction committees, and cross-functional CRM reviews. Customer verbatims now go directly to Toyota Motors, the vehicle constructor, closing a gap that used to keep departments apart.
From measurement to anticipation
End-of-contract survey data flows into the CDP and the lead management system, so dealers can act on a customer's intentions before they leave.
Alignment and same-day response
A monthly “Minute Client” newsletter keeps teams aligned on what customers are saying, while real-time detractor alerts trigger immediate follow-up.
ISAAC for faster action plans
ISAAC reads and scores the incoming feedback so the team can move from a question to an action plan quickly.
The precision of ISAAC's analytics tool allows us to quickly and easily identify action plans to improve customer service quality.
Over three years with Hello Customer, the contract renewal rate rose more than 4%. NPS improved at every lifecycle stage: by 0.4 points at onboarding, 0.9 mid-contract, and 1.4 at the end of the contract.
Around 20,000 responses now come in each month across the three touchpoints. Customer verbatims reach Toyota Motors directly, and end-of-contract intentions reach dealers early enough to act on. Satisfaction work that used to sit in reports now shows up in retention.
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