- Voice of Customer Surveys
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- Forsta APIs
- Forsta Services – Implementation & CX consulting
The Automobile Association (AA) is a British motoring association founded in 1905, and provides vehicle insurance, driving lessons, breakdown cover, loans, motoring advice, road maps and other services. As the largest and one of the oldest motoring associations with over 12M members, the AA still has a few tricks under its hood! And this storied status didn’t stop it from modernizing its customer experience (CX) program and wider customer experience strategy.
As a part of its business strategy, the AA’s NPS surveys already covered the ‘basics’ in terms of customer experience across the customer journey
Still, there was a lot of uncovered ground when it came to assessing customer satisfaction across channels and understanding customer behaviours and beliefs.
The AA wanted to elevate the program, to find untapped touchpoints and channels. The AA needed to do in-depth analysis of its customer verbatim from multiple channels, as well as boost its reporting and data insights management. Thanks to clear buy-in from the senior leadership team and Forsta’s technical expertise and solutions, these CX program improvements could move forwards at speed.
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