Automotive
The service lane decides whether they come back.
Every dealership already measures satisfaction. The problem is that the number arrives days later, from a fraction of customers, about a visit nobody can now change. Resatisfy works during the visit — while the customer is still in your lounge and the outcome is still up to you.
- Answer the advisor's repetitive status questions without cutting the communication
- See the sixty-minute wait while the customer is still sitting in it
- Open a recovery case before the manufacturer survey reaches them
- Compare Fairfax against Tysons on one score, not five reports
Premier Auto Group
Fairfax BMW
You're checked in
Thanks Daniel. We've got you.
Est. wait
26m
Ahead
3
Checked in
In queue
In service
Complete
Ask us anything
Can I leave and come back?
Absolutely, Daniel. Tap “Leave & notify me” and I'll text you when you're about 10 minutes from being up. Your place in line is held.
The problem, specifically
Four things every service manager already knows.
- 01
The wait is invisible
You know the average. You do not know that eleven customers waited over an hour last Saturday, or which advisor owned them.
- 02
Advisors are interrupted constantly
“How much longer?” is asked dozens of times a day, and every answer costs an advisor time they owed to someone else.
- 03
Silence reads as neglect
Customers forgive a long wait. They do not forgive not being told. The complaint is almost never about the minutes.
- 04
The manufacturer survey arrives too late
By the time it lands, the customer has already told everyone they were going to tell and booked somewhere else.
Live operations
One board the whole store keeps open.
Every customer on site, how long they have waited, how they feel, and who owns them. The at-risk banner sits at the top, so the sixty-minute customer is the first thing anyone sees rather than the last thing anyone hears about.
Every wait is inside Fairfax BMW's thresholds
Target 20 min · warning 25 min · critical 45 min, set on this location.
Alex Duarte has been waiting 12 minutes with no status update
Sentiment is critical. Manager intervention and an immediate service update recommended.
| Customer | Service | Wait | Staff | Status |
|---|---|---|---|---|
| John Reyes | Express oil change | 8m | Derek Hollis | Waiting |
| Sarah Whitfield | Walk-in service | 27m | — | Waiting |
| Alex Duarte | Tire service | 12m | — | Waiting |
| Maria Delgado | Service appointment | 38m | Chris Boone | Called |
| Ingrid Lindqvist | Service appointment | 24m | Monica Reyes | In service |
Alex Duarte · wait against thresholds
12m
By department
Built for how a store actually runs.
Service department
The longest waits and the highest stakes. Digital check-in in the service lane, a live estimate on the customer's phone, and a proactive update at twenty minutes so nobody sits in silence.
- QR in the service lane, kiosk at the write-up desk
- Wait estimate from your own rolling history per service line
- “Can I leave?” answered against the real remaining wait
- Manager escalation at forty-five minutes, automatically
Vehicle pickup
The shortest visit and the one customers judge hardest. They came to collect a finished car and they will not accept a queue for it.
- Separate pickup queue so it never sits behind write-ups
- After-hours pickup instructions answered by the concierge
- Invoice questions answered before they reach the cashier
- Feedback triggered on collection, while the experience is intact
Sales floor
A walk-in who waits eleven minutes for a consultant is a walk-in who visits the store down the road. Sales gets its own queue and its own consultants.
- Walk-in and appointment queues by consultant
- Trade-in and finance questions answered from your knowledge base
- Post-delivery conversation, not a form
- Consultant-level satisfaction reporting
Parts counter
High volume, short visits, and almost never measured. A quick pulse tells you whether the counter is helping or hurting the store's overall score.
- Fast check-in for collections and orders
- Availability questions escalated rather than guessed
- Single-question pulse tuned for short visits
- Counter performance separated from service in reporting
Recovery
Reach them before the manufacturer survey does.
A 2/5 on the Pulse conversation opens a case in seconds, with the verbatim, the complaint category and a specific recommended action attached. The service manager gets it while the customer is still in the parking lot.
- Cases open from live sentiment and from post-visit ratings
- A two-hour target on critical cases, tracked and reported
- Contact the customer by SMS from inside the case
- Outcome recorded honestly — including the ones you lose
Wait passed this location's critical line · 54m
SignalCustomer at risk
Alex Duarte
Fairfax BMW · Tire service · waiting 54 minutes
Sentiment: criticalIssue
Customer has not received an update about their vehicle. Told 30 minutes at check-in, has asked twice since.
Recommended action
Manager intervention and an immediate, specific service update.
Group reporting
Which store is dragging the group down this month?
One score per rooftop, composed from satisfaction, wait performance, recovery rate and feedback engagement. A twenty-point gap between two stores is visible in one glance and attributable to one of four things.
Tysons
Healthy0
CX score
Group average 77
Alexandria
Watch0
CX score
Group average 77
Fairfax
Warning0
CX score
Group average 77
Experience score
0.0+4.3%
Customer visits
0+3.1%
Avg satisfaction
0.0/5+2.9%
Average wait
0 min−8.2%
AI insights
Satisfaction drops 8% on Saturdays between 11 AM and 2 PM
71% of negative feedback in that window references wait times. Adding service capacity is the highest-impact change available.
Fairfax is trailing the group by 24 CX points
Average wait is 34 minutes against a group average of 24, with 44 recovery cases still open.
What it actually does
Capabilities, not promises.
We are not going to put a percentage on your satisfaction score. What we will do is list precisely what changes on the floor, so you can decide whether it is worth it.
Nobody sits in silence
A proactive update goes out at twenty minutes, and the customer has a live answer on their own phone for the rest of the visit. “Nobody told me” stops being a thing your verbatims can say.
Repetitive questions are answered without an advisor
Status, hours, loaner policy, what to bring and where to go are answered from your own knowledge base. Anything not in it is escalated to a person rather than invented.
Satisfaction is measured on every visit
Not a sample, and not five questions nobody reads. One question, then the right follow-up, so a bad score arrives attached to a specific fixable thing.
Unhappy customers reach a manager, not a review page
A low score opens a recovery case with an owner and a clock. Only genuinely happy customers are ever shown a public review link.
Rooftops are comparable
One score per store, on the same basis, with the gap attributable to wait, satisfaction, recovery or engagement rather than to opinion.
Problems get named, not summarised
“Saturdays 11 AM to 2 PM at Fairfax, walk-in service, two advisors short” is an action. “Satisfaction is down” is a meeting.
See it running on a three-rooftop group.
The demo environment is a fictional BMW group with 90 days of operating history, live queues, open recovery cases and real analytics. Sign in and use it — no sales call in front of it.