📌 Introduction
SurveyGauge helps B2B companies measure customer experience (CX) with precision. In this case study, we explore how Autorola Group—operating globally through Marketplace, Solutions, and Indicata—strengthened their customer experience using SurveyGauge.
The company needed a more systematic and data-driven insight into customer experiences across multiple regions. They sought a solution that could provide real-time data, segmentation, and actionable insights.
✅ The Challenge: Many Units, Fragmented Feedback
Before implementing SurveyGauge, Autorola Group had fragmented feedback from customers. There was a lack of a unified system to:
- Collect and compare customer data across companies and markets
- Gain insight into satisfaction, loyalty, and touchpoints
- Create accountability and action from feedback
With a global presence and diverse business units, they needed a solution that could handle complexity while remaining user-friendly.
✅ The Solution: A Flexible and Scalable Customer Feedback Solution
SurveyGauge developed a solution that included:
- Various question types—including CSAT, NPS, and open-ended response fields
- Tailored survey frameworks for each business unit
- Real-time dashboards for country managers and leadership
- Segmentation by customer groups, touchpoints, and markets
- Automated reporting and alerts for low feedback scores
SurveyGauge also conducted:
- Several CX workshops with local country leadership
- Presentations at internal conferences to integrate insights into the company culture
- Hands-on onboarding and consulting to ensure internal ownership
🗣️ Customer Testimonial:
“With SurveyGauge, we’ve gained a 360-degree overview of how customers experience us—not just with one number, but with concrete insights we can act upon. It has significantly elevated our CX efforts.”
— Peter Grøftehauge, CEO, Autorola Group
✅ Results
The solution led to tangible effects throughout the organization:
| Effect | Description |
|---|---|
| Better insight into loyalty | Leadership now receives real-time data on customer experiences |
| Cross-unit comparability | Marketplace, Indicata, and Solutions can compare customer data across markets |
| Improved customer follow-up | Country managers and support teams can act on insights more efficiently |
| Strategic CX anchoring | Customer experience is now part of leadership reporting |
Feedback is now used both operationally and strategically—from support training to product development and account management.
✅ Global Anchoring with Local Adaptation
A key element in this case was the combination of central governance and local adaptation. SurveyGauge ensured that all units operated under the same structure while allowing them to adapt surveys to their local context.
Local leadership now takes ownership, using feedback data actively in daily management and sales activities across regions such as Europe, South America, and Asia.
✅ Why the Solution Works
- It’s designed for B2B and handles complex customer portfolios
- Multiple CX KPIs are measured—not just NPS
- Insights are turned into action via triggers and dashboards
- SurveyGauge functions as both a technology partner and advisor
✅ Example: From Data to Action
A country manager received feedback from a large fleet customer who had challenges with implementation. The SurveyGauge solution enabled:
- Identifying feedback with a low score and detailed comments
- Escalating the issue to leadership
- Scheduling a meeting within 48 hours
- Updating processes and documentation
The customer was retained and became a promoter.
✅ Conclusion: A Flexible CX Solution for a Complex Setup
With SurveyGauge, Autorola Group has achieved:
- Clear and actionable insight into customer experiences
- A common CX language and structure across companies
- A global solution that can be scaled and adapted locally
- Increased focus on customer retention and development
✅ Ready to Strengthen Your Customer Insights?
At SurveyGauge, we don’t just provide a tool—we support you every step of the way.
We combine technology and consulting to ensure you gain insight, action, and results.
📅 Book a Free Demo – and let us show you how.