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Automotive and mobility

Turn every visit into lasting trust.

Wizville brings together customer feedback, public reviews and field signals to help automotive and mobility networks improve every journey, from head office to each site.

Talk to an automotive expert Discover the Autosur story
ChatGPT Image 21 août 2026, 15_00_22
Network roll-out 481 Autosur centres deployed — results presented in the customer story
4.80 average Google rating (Autosur customer story)

Networks that turn the voice of the customer into a tool for the field

Autosur Speedy Norauto Carter-Cash Cyclable
Your business lines

The same demand for trust, different journeys

Trust is the common foundation, but the proof expected is not the same: a vehicle inspection, a bodywork quote, a charging session and a bike handover cannot be measured with the same questionnaire. Select your business line.

Servicing & tyres

Servicing, repairs, tyres and auto centres: getting the customer back on the road with work that is understood, approved, completed within the promised time and invoiced clearly. The management challenge is to separate how the welcome felt from technical trust, and to quickly spot a repair that did not fix the problem.

Moments of truth
  1. Booking and slot availability
  2. Welcome and listening to the symptom
  3. Diagnosis and explanation
  4. Quote and approval of the work
  5. Updates while the vehicle is off the road
  6. Vehicle return, invoice and recommendations
Pain points to detect
  • Perceived gap between the quoted price and the invoice
  • Additional work carried out without explicit approval
  • Fault that comes back after the workshop visit
Indicators tracked
Understanding of the diagnosis and the workClarity of the quote and the invoiceDeadline met and proactive updatesFirst-time fix and intention to return

Vehicle inspection

Carrying out an objective, punctual and clearly explained inspection, in a reassuring and independent setting. Management must measure how well things are explained without ever compromising the independence of the inspection, and separate dissatisfaction with the regulatory outcome from dissatisfaction with the service.

Moments of truth
  1. Booking
  2. Access to the centre and signage
  3. Punctuality and waiting time
  4. Perceived conduct of the inspection
  5. Handover and explanation of the inspection report
  6. Explanation of any re-inspection
Pain points to detect
  • Regulatory outcome confused with service quality
  • Defects listed but not explained
  • Re-inspection misunderstood, experienced as an extra cost
Indicators tracked
Punctuality and waiting comfortClarity of the inspection report explanationsUnderstanding of the re-inspectionTrust, administrative simplicity and recommendation

Parts & equipment

Helping the customer quickly find a compatible part or piece of equipment that is available and suited to their needs, whatever the channel. Management separates the product experience, advice and service, and links product reviews, local reviews and reasons for returns.

Moments of truth
  1. Search online or in store
  2. Vehicle identification and compatibility
  3. Availability and stock promise
  4. Quality of advice
  5. Click & collect, delivery or fitting
  6. Returns, exchanges, warranty and after-sales
Pain points to detect
  • Part turns out to be incompatible with the vehicle
  • Stock shown as available, unavailable at collection
  • Return or warranty hard to claim
Indicators tracked
Reliability of information and compatibilityAvailability and collection promise keptQuality of advice and fittingProduct reviews and store reputation

Bodywork & claims

Reducing the uncertainty of an unwanted event by coordinating insurer, assessor, repairer and mobility solution through to a compliant vehicle return. The challenge is to measure a multi-party journey without attributing the wrong irritant to the wrong partner.

Moments of truth
  1. Claim and first contact
  2. Referral to the repairer
  3. Assessment and approval of cover
  4. Provision of a replacement vehicle
  5. Updates on the progress of the claim
  6. Quality of the repair and vehicle return
Pain points to detect
  • Silence during a long period off the road
  • Unavailable part announced too late
  • Impossible to know who in the chain held up the claim
Indicators tracked
Time to first contact and clarity of the stepsCoordination between the parties to the claimAvailability of a mobility solutionPerceived quality of the repair and customer effort

Stations & charging

Fuel stations, energy and EV charging: enabling a simple, safe and reliable stop — finding the service, accessing the energy, paying without friction and getting help if something goes wrong. WizVille collects the perception of each step and matches it with the operational data available on your side — this feedback complements the technical monitoring of your equipment, it does not replace it.

Moments of truth
  1. Location, access and signage
  2. Perceived availability on arrival
  3. Cleanliness and sense of safety
  4. Price clarity and payment
  5. Starting and running a charging session
  6. Assistance in case of failure
Pain points to detect
  • Charging session fails with no explanation
  • Payment declined or unclear pricing
  • Waiting at a very busy site
Indicators tracked
Ease of access and perceived availabilityCleanliness, safety and additional servicesSession success and perceived speedAssistance received and resolution

Bikes & soft mobility

Recommending the right mobility for the intended use, ensuring a proper handover and supporting the customer over time through the workshop and after-sales. Listening adapts to the customer's level of expertise and distinguishes between the sale, the handover, the workshop and everyday use.

Moments of truth
  1. Understanding the need and intended use
  2. Advice on the type of bike and equipment
  3. Test ride
  4. Sizing, adjustment and ergonomics
  5. Preparation and handover of the bike
  6. Workshop appointment, quote and turnaround
Pain points to detect
  • Bike wrongly sized or poorly adjusted
  • Rushed handover, usage poorly explained
  • Workshop turnaround promised then exceeded
Indicators tracked
Quality of advice and fit with intended useTest ride, adjustment and handoverPreparation time and workshop turnaroundClarity of the quote and after-sales resolution
See how Wizville adapts to your network

In mobility, trust is won in the details

The customer does not judge the technical result alone. They judge how easily they could book, understand, plan, stay informed and get back on the road with peace of mind. A job can be technically flawless yet leave a doubt: that doubt is what ends up in the reviews.

What will be done

The service is asymmetric: the professional controls the diagnosis, the parts and the timings; the customer mostly knows their symptoms, their budget and their constraints. The perception of transparency matters as much as the work itself.

At what price

Repair order, quote for major work, approval of additional work, itemised invoice: so many information obligations, and so many moments of truth for trust.

In what timeframe

Time off the road is part of the product: it disrupts a working day or a departure. Actual time must be distinguished from perceived time — a deadline that is announced, explained and kept is easier to live with than a silent wait.

With what result

Getting back on the road with confidence, and knowing what happens if the problem returns. An unresolved repair or a poorly explained re-inspection weighs more heavily than an imperfect welcome.

The trust journey

From booking to hitting the road

Seven steps, seven opportunities to build or undermine trust.

  1. Step 1

    Find and book

    What undermines trust

    No slot visible for several days, or a booking that requires a call back to be confirmed.

    The signal to collect

    Ease of booking, lead time actually offered, clarity of what has been booked.

  2. Step 2

    Be welcomed

    What undermines trust

    Waiting at the counter, symptom heard too quickly, vehicle taken in without the need being restated.

    The signal to collect

    Quality of the reception and the feeling of having been heard on the real need.

  3. Step 3

    Understand the diagnosis

    What undermines trust

    Diagnosis delivered in technical language, without separating what is urgent from what can wait.

    The signal to collect

    Clarity of the diagnosis and understanding of what is necessary, useful or can be postponed.

  4. Step 4

    Approve the work and the price

    What undermines trust

    Additional work carried out without explicit approval, or a perceived gap between the quote and the invoice.

    The signal to collect

    Clarity of the quote, approval obtained before the work, quoted price understood.

  5. Step 5

    Be kept informed

    What undermines trust

    Silence while the vehicle is off the road: it is the customer who calls to find out where their vehicle is.

    The signal to collect

    Updates received during the work, handling of setbacks and the promised deadline met.

  6. Step 6

    Collect and understand

    What undermines trust

    Rushed vehicle return: invoice not explained, recommendations not prioritised, vehicle returned late.

    The signal to collect

    Clarity of the invoice, explanations at handover, confidence in the result.

  7. Step 7

    Be supported after the service

    What undermines trust

    The problem returns, and the trip back to the workshop feels like starting the whole journey from scratch.

    The signal to collect

    First-time fix, handling of a complaint, intention to return.

A longer wait that is explained and kept to is often easier to live with than a short job surrounded by silence.

Ce qui se joue en magasin, lisible dans une seule interface

Atelier d'entretien, changement de pneumatiques, magasin de cycles et remise de véhicule en concession reliés à l'interface Wizville de pilotage du réseau.
Illustration de l'interface Wizville — données fictives.
The method

Measure less. Act better.

A score tells you something is happening. Context and verbatims tell you what to improve, where, and by which team.

  1. Step 1 Listen The survey is triggered after the event actually experienced: servicing, vehicle inspection, collecting a part or a workshop visit. It uses the right channel, the right format and the relevant data. Contact rules avoid surveying a customer several times about the same experience.
  2. Step 2 Understand Scores and verbatims are analysed by theme, business line, site, region, type of work and period. A national average hides the gaps between sites. Thematic analysis identifies their causes.
  3. Step 3 Act Dissatisfaction triggers an alert according to your rules. The case is assigned to the right team, the customer is called back and every action is documented through to closure. Management becomes traceable, without promising automatic resolution.
  4. Outcome Build trust Measuring resolution, sharing good practice between comparable sites, replying to reviews and inviting every customer to share their experience neutrally: local reputation reflects the work done in the field.
Transparency as an indicator

Understanding what the customer understood

Effective listening goes beyond courtesy. It measures understanding and trust at every step: diagnosis, quote, approval of the work, updates, invoice and result.

Fictional example: "The deadline was met, but I did not understand the difference between the quote and the invoice."

Ask the right question

"Did you understand what needed repairing?" is not the same question as "Were you made welcome?" — and does not lead to the same action.

Link verbatim, theme and site

Tied to a theme, a site, a job and a date, a verbatim becomes actionable. It makes it possible to act, not just to comment.

Track the gap, not the average

The overall average barely moves, but some signals clearly deteriorate, such as understanding of the quote or updates while the vehicle is off the road.

What the customer understood Six transparency questions, tracked separately from overall satisfaction
Clarity of the diagnosis 8,6
Understanding of the quote 8,1
Approval before additional work 7,4
Updates while the vehicle is off the road 6,9
Understanding of the invoice 7,8
Confidence in the result 8,9
Illustrative example. Read question by question, transparency pinpoints the gap — here, updates while the vehicle is off the road — where an overall score would have hidden it.
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The resolution loop

Act before an irritant becomes a breach of trust

Negative feedback triggers an alert according to your rules, reaches the right team, leads to a call back, then to a documented and closed action. That is what makes the management promise verifiable: it is not the score that changes things, it is the handling.

Who receives the alert

Routing rules follow your organisation: centre, region, franchisee, member, customer service or after-sales — head office does not have to become a single response centre.

Who calls back, and how quickly

An expected response time, an escalation case and a record of closure: governance is defined with you during roll-out, it is not hard-coded in the tool.

What we learn from the case

An unresolved repair, a poorly explained quote or a vehicle kept far longer than planned are lessons to share with the rest of the network, not just cases to close.

Measure after resolution

A post-resolution survey, separate from the initial survey, checks that the customer's trust has been restored.

Network management

A shared view, local actions

Automotive networks combine company-owned sites, franchisees, members, affiliates and partner repairers. Head office tracks trends and sets priorities, regions provide support, sites handle their feedback and reply. Each level needs a different reading of the same customer voice.

Compare like with like

A busy urban centre, a rural inspection centre, a parts store and a motorway station do not belong in a single raw ranking: segmentation avoids false gaps and bad decisions.

Understand, not humiliate

The benchmark compares a site with its own trend, with sites of the same format or with equivalent areas. Gaps are used to target support and to spread good practice.

Read the activity peaks

Holiday departures, change of season, switch to winter tyres, promotional campaigns: comparing a peak period with a normal period distorts the reading.

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Company-owned, franchisees, members, partners

Everyone sees exactly their own scope

The set-up adapts to your organisation: brand, region, centre format, business line, site and role. Access, alerts and integrations are defined at roll-out to give everyone the information and responsibilities they need, without turning it into a way of policing the field.

Management and head office
Track trends by business line, region and type of work, spot recurring causes and prioritise network programmes.
Region and network coaching
Identify the sites that need support, compare like-for-like scopes and spread the practices that work.
Centre, station or store
See the feedback for your own scope, receive your alerts, call the customer back, reply to reviews and measure your progress.
Customer service and after-sales
Take over complex cases, complaints and workshop returns, with the context of the case and the handling history.
Access and scopes are managed per employee — useful in a network where teams and operators change.
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Responsible local online reputation

Turn every review into a signal for improvement and trust

Faced with a breakdown, an inspection or a tyre to replace, the customer searches locally. They compare proximity, availability, rating and recent reviews. Reputation is therefore managed site by site and area by area.

Invitations to leave a review are sent neutrally to all eligible customers, under a common rule, with no incentive and no selection by satisfaction. Replying publicly does not solve the problem, but shows it is being taken seriously.

One consolidated view

Reviews from all your sites in a single feed, attached to the right site and the right themes, across the platforms and countries you actually cover.

The sector's sensitive themes

Lack of transparency, work not understood, quote/invoice gap, delays, persistent fault, site impossible to reach: what is rising locally and across the network.

Clear responsibilities

Who replies, how quickly, in what tone, and which cases are escalated: the framework is set by head office, the reply stays local and in context.

Rating, volume, recency, replies

The four indicators that make a listing credible, tracked site by site rather than as a brand average.

Customer proof

Autosur turns the customer voice into a network lever

A personalised, automated listening programme rolled out across the centres, a clear reading of the areas for improvement and a local reputation tracked centre by centre: vehicle inspection comes down to clear explanations and punctuality, and that is exactly what the programme measures. Figures published in the WizVille customer story — to be re-dated before reuse in a campaign.

481 centres deployed
91 NPS points
4,80 average Google rating
See the Autosur customer story
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Frequently asked questions

Satisfaction, resolution and online reputation: your questions

By triggering a survey after the events actually experienced — a job, a vehicle inspection, a parts purchase, a vehicle return after bodywork, a charging session, a workshop visit — then segmenting the results by journey, business line, site and reason. Contact-frequency rules avoid sending several surveys for the same experience, and a separate survey can be triggered once a complaint has been resolved. The value comes from following up on actions, not from the score alone.

Clarity of the diagnosis and the quote, approval obtained for the work, updates received while the vehicle is off the road, deadline met, perceived quality, understanding of the invoice, first-time fix and intention to return. To be tracked separately from overall satisfaction: a technically correct job can leave a doubt about the price or the result, and that doubt is what later ends up in public reviews.

Yes, by collecting feedback on finding the station, access, starting the session, price clarity, payment, perceived speed and assistance in case of failure. This feedback is then matched with the operational data available on your side. It complements the technical monitoring of your equipment; it does not replace it and does not measure charger availability.

Automotive & mobility

What if every piece of customer feedback helped your network do better?

Find out how WizVille can adapt listening, action in the field and online reputation management to your business lines and your organisation.

  • A listening programme triggered by the events of your business lines
  • Routing dissatisfaction from head office to the centre, and tracking it
  • The framework for a neutral invitation to public reviews, with no selection
Talk to an automotive expert

A demo tailored to your business lines, your journeys and your network organisation.