Driven Brands seeks to leverage customer feedback

PALO ALTO, Calif. — Automotive service business franchisor Driven Brands Inc. has engaged Medallia Inc., an online customer-feedback monitoring enterprise, to help it generate "cohesive insights" tailored to each brand and franchise location.

"We chose Medallia for its ability to combine what we already know about the customer with what we can learn about the customer from surveys, online reviews and a few other sources," said Artemio Garza, chief brand officer, Driven Brands, whose franchises include Maaco/America's Bodyshop; Meineke Car Care; Merlin's 200,000 Mile Shops; Take 5 Oil Change; CARSTAR; and 1-800 Radiator.

"We intend to use these insights as part of our core marketing strategy to provide value to our customers while also empowering our franchisees at the front lines to make customer-centric improvements and grow their business," Mr. Garza said.

Palo Alto-based Medallia said it uses its "software-as-a-service" application to help clients capture customer feedback everywhere the customer is (on the phone, in store, online, mobile), understand it in real-time, and deliver insights and action everywhere — from the C-suite to the frontline — to improve their performance.

Medallia also provides access to customer insights specific to each brand location that will enable the company to add value to its franchisees. This implementation empowers Driven Brands and its franchisee partners to continue to provide an exceptionally high quality repair and service experience for its customers.

"Driven Brands is focused on understanding and acting on the changing needs of customers in a world where the most customer-obsessed companies win," said Borge Hald, Medallia co-founder and CEO.

"By relying on Medallia Experience Cloud, Driven Brands can continue providing an excellent customer experience across its many brands and franchise locations. We're honored to have been selected as a trusted partner," Mr. Hald said.

Driven Brands will leverage Medallia for DrivenFleet, which provides comprehensive automotive repair and maintenance services for national, regional and local fleet operators. By removing the feedback silos between brands, Medallia will equip Driven Brands to serve its DrivenFleet customers better by identifying experience improvements across many touchpoints.