AutoChain
Customer Intelligence

Customer Intelligence: find out what customers really think after every job.

Customer Intelligence sends a short 0-10 satisfaction survey automatically after every paid invoice, then shows you who is happy, neutral or unhappy, the reasons they gave, how each member of staff is doing and the revenue at risk from unhappy customers.

Most garages only hear from unhappy customers when it's too late, if they hear at all. Customer Intelligence asks every customer. After an invoice is paid, AutoChain sends a short survey that asks the customer to score you from 0 to 10, then asks what went well or what could be better. The dashboard groups customers as happy (9-10), neutral (7-8) and unhappy (0-6) and shows the reasons that come up most, for any dates you choose. An employee leaderboard shows the average score for each member of staff, revenue at risk estimates what unhappy customers could cost you, and automated Google review requests, with click tracking, help you build your reputation online.

  • First month free on the core plan
  • No card required
  • Set up in about 10 minutes
  • Cancel anytime
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Overview

The reasons behind the score

After choosing a score, customers pick what went well or what could have been better from a short list, such as friendly staff, quick turnaround or how long it took, and can add a comment.

The dashboard counts those answers for the dates you choose, so the top strength and the top thing to improve are there in plain words, next to the employee leaderboard and the comments feed.

What customers scoring 0-8 said could be better, and what customers scoring 9-10 said went well.
Your customer's view

What your customer receives

The survey goes to the customer by email, or by text with the SMS add-on. One tap opens a short page with your garage name on it.

  • Survey invite text from the garage asking the customer to rate them 0-10, followed by a Google review request
    The survey invite by text, and a Google review request a few days later for customers who scored 9 or 10.
  • Survey invite email from the garage, naming the customer, their car and its registration
    The survey invite by email, with the customer's name, car and registration.
  • Survey page on a phone with a score of 10 chosen and the reasons friendly staff and quick turnaround selected
    The survey page: a 0-10 score, the reasons behind it and an optional comment.
  • Thank-you page on a phone offering to copy the feedback and leave a Google review
    The thank-you page. Happy customers can be offered a Google review link.
What's included

Every capability, at a glance

Everything on this page is in the core plan (£69.99/mo + VAT) unless it's marked as an add-on. SMS (£15/mo, 200 credits included) and HaynesPro (£49.99/mo per site) are optional add-ons. Prices exclude VAT.

  • 0-10 customer satisfaction survey sent automatically after an invoice is paid
  • Customers grouped as happy (9-10), neutral (7-8) and unhappy (0-6)
  • The reasons customers give, for what went well and what could be better
  • Automated Google review requests, with click tracking
  • Employee leaderboard with average score, responses and survey conversion
  • Revenue at risk from unhappy customers
  • Response rate, comments feed and full history
  • Sent by email, or by SMS (SMS add-on)
Start your free trial Book a demo First month free on the core plan. Add-ons are billed from day one. No card required.
How it works

Simple from day one

Setup takes about 10 minutes and there's no training course to sit through. Built for busy garages.

  1. Surveys go out automatically

    When an invoice is paid, AutoChain sends the customer a short 0-10 survey by email or SMS, at a sensible time of day, with one reminder on the other channel if they don't respond.

  2. Customers tell you why

    After scoring, customers pick the reasons behind it, either what went well or what could be better, and can leave a comment.

  3. Read the dashboard

    See your overall score for the dates you choose, how many customers are happy, neutral or unhappy, your response rate, how many review links were clicked, the top strength and the top thing to improve.

  4. Act on what you learn

    Use the employee leaderboard, the comments feed and revenue at risk to decide where to coach, what to fix and which customers to call back.

Ready to see Customer Intelligence in your garage?

Why it matters

The real impact on your garage

  1. Hear from every customer

    Automatic surveys after every paid invoice mean you get feedback from the quiet majority, not just the few who complain.

  2. Know the reasons, not just the score

    Customers pick what went well or what could be better, so you can see the patterns behind the numbers.

  3. Coach your team with real data

    The employee leaderboard shows each person's average score, number of responses and survey conversion, so praise and coaching are based on evidence.

  4. See the cost of unhappy customers

    Revenue at risk puts a pound figure on unhappy customers, so fixing the problem gets the priority it deserves.

  5. Build your online reputation

    Automated Google review requests, with click tracking, show how many customers were asked and how many clicked through.

  6. Check any period

    Pick the dates and the whole dashboard, from the score to the comments, follows them. Survey History lists every invite that was scheduled, sent or failed, by email and SMS.

FAQ

Customer Intelligence: common questions

Straight answers to what garages ask us about this feature.

What is Customer Intelligence in AutoChain?

It is AutoChain's customer feedback dashboard. A 0-10 satisfaction survey goes out automatically after every paid invoice, and the results show who is happy, neutral or unhappy, the reasons they gave, an employee leaderboard and the revenue at risk from unhappy customers.

When is the survey sent?

After the invoice is paid, at a slightly randomised time outside quiet hours so customers are not messaged late at night. If they do not respond, one reminder goes on the other channel.

Does it send surveys by SMS?

Surveys go by email or SMS depending on your settings. SMS uses credits from the SMS add-on (£15/mo + VAT with 200 credits included).

Does AutoChain ask customers for Google reviews?

Yes. AutoChain sends automated Google review requests and tracks how many customers click through to your review page.

How is revenue at risk worked out?

It multiplies the number of unhappy customers (scores of 0-6) in the period by an average invoice value of £250, to give a quick estimate of the revenue those customers represent.

Ready when you are

Run your garage smarter from today

Join 100+ UK garages, from single-bay workshops to multi-site groups, already streamlining jobs, customers, MOTs and online bookings with AutoChain from £69.99/mo + VAT.

  • Set up in about 10 minutes
  • No long-term contract
  • Cancel anytime