New & used car dealerships
Lead sources, showroom experience, F&I clarity and lost-deal recovery.
Industries · Automotive
Every vehicle journey, sensed and acted on.
From the first online search to the 60 000 km service, PulseSense shows dealerships and automotive businesses where customers hesitate, drift or walk away, and turns every signal into a follow-up someone owns.
Our trusted partner in the automotive sector.
PulseSense is delivered to dealer groups and automotive businesses in partnership with Seriti Solutions South Africa. If your Seriti contact referred you here, this page shows the customer-experience services you can add alongside your existing Seriti relationship.
64dealer groups in the automotive programme
348+dealer branches actively running PulseSense surveys
3–5additional vehicle sales per dealer, recovered from dead NTU leads
Figures from the PulseSense automotive programme.
Built for the whole sector
Wherever a vehicle meets a customer.
The same loop works for any business whose customers buy, fix, fit, rent or insure a vehicle.
Service departments & auto repair
Booking ease, cost approval, turnaround and the intent to return.
Wheel, tyre & fitment centres
Wait times, quote clarity, fitment quality and alignment or rim-cover interest.
Car hire & rental
Collection speed, vehicle condition, return handover and billing surprises.
Fleet & leasing
Driver experience, maintenance downtime and service-provider performance by site.
Panel beaters & body shops
Claim-to-collection updates, repair quality and insurer handover experience.
F&I, warranty & vehicle insurance
Product explanation, finance comparisons and value-added product leads.
Parts & accessories retail
Stock availability, counter service and fitment advice in store and online.
The ownership journey
Where the vehicle journey quietly leaks.
Every stage has a moment that decides whether the customer comes back. PulseSense asks at that moment, on WhatsApp.
Discover
FrictionOnline listings promise one thing, the showroom delivers another.
PulseSense capturesLead source, visit drivers and online vs in-person consistency.
Visit & test drive
FrictionUnclear information and a first impression nobody measures.
PulseSense capturesBrand perception, information clarity (CES) and first-impression themes.
Finance & insurance
FrictionApproved buyers walk away; cash buyers never hear the product options.
PulseSense capturesNTU reasons, F&I effort and contact-me product leads.
Handover
FrictionDelivery delays and paperwork undo a good sale.
PulseSense capturesDelivery CSAT and the issues raised in the first week.
Service & repair
FrictionUnapproved costs, missing updates and late vehicles.
PulseSense capturesBooking ease, cost transparency, turnaround and return intent (NPS).
Repurchase & referral
FrictionLoyal customers drift to a competitor at trade-in time.
PulseSense capturesRecommendation intent, detractor alerts and advocacy over time.
Automotive survey solutions
Ready to deploy from day one.
Four proven surveys built with Seriti for dealerships. Each one is short, WhatsApp-first and ends in a clear manager takeaway.
Turn customer insight into
more sales.
Understand why finance-approved customers do not take up the deal — and uncover the improvements that can win more sales.
The NTU (Non Taken Up) Survey helps dealerships understand why customers who were approved for finance chose not to proceed, while capturing sentiment across the Finance & Insurance journey and identifying the key issues that influence conversion.
What the survey measures
CES
Customer effortHow easy or hard it felt · 3 questions
- Reason for not proceeding
- Financial decision factors
- What would have converted
CSAT
SatisfactionHow satisfied customers felt · 2 questions
- F&I process experience
- Overall dealership experience
NPS
LoyaltyLikelihood to return or recommend · 1 question
- Recommendation intent
Trigger
Action requiredAnswers that create a follow-up · 1 question
- Where the buyer went next
Question wording is proprietary to PulseSense and Seriti, and is walked through in your demo.
Example insights you can uncover
Pinpoint the real reasons for lost dealsUnderstand what's stopping finance-approved customers from converting.
Understand F&I friction pointsIdentify specific pain points in the Finance & Insurance process.
Identify save opportunities while prospects are still warmAct quickly on customers who are still searching or have postponed.
Track loyalty, effort and satisfaction in one viewSee NPS, CSAT and CES alongside key drivers of conversion.
Sample insights dashboard Last 30 days (sample data)
NPS (recommendation)−18.0▼ −12.4
CES (customer effort)6.3/10▼ −0.8
CSAT (satisfaction)56.0%▲ +6.2%
Responses124▲ +28%
Sentiment summary: Consideration and F&I clarity are the strongest friction points. Customers cite pricing transparency, finance complexity, and communication delays as key barriers to conversion.
Manager takeawayThe fastest way to reduce lost deals is to simplify the F&I conversation, improve pricing transparency, and act quickly on customers who are still searching.
Turn cash-buyer insight into
more sales.
Understand why customers choose to pay cash instead of financing — and uncover opportunities to improve F&I conversations and product uptake.
The Customer (Cash) Survey helps dealerships understand why clients prefer to purchase the vehicle in cash rather than finance it, what influenced their decision, whether finance and value-added products were clearly explained, and where missed F&I and upsell opportunities exist.
What the survey measures
General
InsightContext that explains the scores · 4 questions
- Cash decision drivers
- Finance consideration
- Finance comparison offered
- Products discussed
CES
Customer effortHow easy or hard it felt · 1 question
- Product explanation clarity
Trigger
Action requiredAnswers that create a follow-up · 1 question
- Optional product follow-up
Question wording is proprietary to PulseSense and Seriti, and is walked through in your demo.
Example insights you can uncover
Identify why customers opt for cashUnderstand the real decision drivers behind cash purchases.
Uncover missed finance opportunitiesSee where better comparisons and clearer finance discussions could convert more buyers.
Reveal product upsell leadsUse trigger responses to follow up on warranty, service plan and insurance interest.
Improve F&I communicationTrack clarity, confidence and product explanation quality in one view.
Sample insights dashboard Last 30 days (sample data)
Finance consideration rate27%▲ +4%
CES (product explanation)6.8/10▼ −0.5
Contact-me leads42%▲ +9%
Responses96▲ +18%
Sentiment summary: Most cash buyers had sufficient funds or preferred to avoid debt. High interest rates, complex finance discussions and low trust in finance remain notable barriers — trigger responses show valuable cross-sell potential.
Manager takeawayThe fastest way to improve finance conversion from cash buyers is to simplify finance comparisons, address rate concerns earlier, and act quickly on optional product interest.
Turn first impressions into
stronger sales.
Understand how customers discover your dealership, what shapes their first impression, and where your brand experience can be strengthened.
The Brand Awareness Survey helps dealerships understand lead sources, first impressions, online-to-in-person consistency, clarity of information and overall brand perception, so they can strengthen visibility, trust and conversion.
What the survey measures
General
InsightContext that explains the scores · 4 questions
- Lead source
- Visit driver
- Brand descriptor
- First-impression improvements
CSAT
SatisfactionHow satisfied customers felt · 2 questions
- Online vs in-person match
- Brand image vs competitors
CES
Customer effortHow easy or hard it felt · 1 question
- Clarity of purchase information
Question wording is proprietary to PulseSense and Seriti, and is walked through in your demo.
Example insights you can uncover
Identify strongest lead sourcesUnderstand where awareness is really coming from.
See what drives dealership visitsLearn which factors influence footfall and enquiry intent.
Measure online vs in-person consistencySpot gaps between digital promise and real experience.
Strengthen brand perceptionTrack clarity, reputation and first impressions in one view.
Sample insights dashboard Last 30 days (sample data)
Brand image score74%▲ +8%
CES (customer effort)6.9/10▼ −0.6
Online vs in-person alignment68%▲ +12%
Responses138▲ +25%
Sentiment summary: Competitive pricing and dealership reputation are strong visit drivers, while information clarity and online-to-in-person consistency remain the biggest improvement opportunities.
Manager takeawayThe fastest way to improve first impressions is to sharpen digital consistency, simplify customer information, and amplify the lead sources already bringing high-intent customers through the door.
Turn service feedback into
customer loyalty.
Understand the complete service experience — from booking to collection — and uncover the improvements that drive repeat business.
The Service Department Survey focuses on booking, turnaround time, communication, cost fairness and repeat service behaviour — identifying complaints around high service costs, lack of transparency and delays across the entire service experience. Sent via email, SMS or WhatsApp after service completion or vehicle collection.
What the survey measures
CES
Customer effortHow easy or hard it felt · 1 question
- Booking ease
CSAT
SatisfactionHow satisfied customers felt · 1 question
- Communication & updates
NPS
LoyaltyLikelihood to return or recommend · 1 question
- Intent to return
General
InsightContext that explains the scores · 4 questions
- Booking channel
- Cost approval
- Turnaround vs expectation
- Open suggestions
Question wording is proprietary to PulseSense and Seriti, and is walked through in your demo.
Example insights you can uncover
Understand booking experience and preferencesSee how easy it is to book and which channels customers prefer.
Identify turnaround time issuesTrack how often vehicles are ready early, on time or late.
Measure communication and transparencyKnow whether customers are kept updated and told about costs upfront.
Uncover cost concerns and lift satisfactionPinpoint pricing frustrations alongside the drivers of repeat service.
Sample insights dashboard Last 3 months (sample data)
NPS (return intent)+37▲ +9
CES (booking ease)78%▲ +5% found booking easy
CSAT (communication)4.3/5▲ +6%
Responses412▲ +18%
Sentiment summary: Cost transparency and service updates are the strongest friction points. Customers cite high service costs, unclear cost breakdowns and turnaround delays as key reasons they may not return.
Manager takeawayThe fastest way to win repeat service is to approve costs upfront, keep customers updated throughout the service, and act quickly on vehicles running late.
Problems solved
What changes on the showroom floor.
Each problem below maps to a survey, a trigger or a tracked action that already exists in the platform.
Finance-approved buyers walk away
Approved deals close off without anyone asking why.
NTU survey flags "still searching" buyers for a same-week save call.
Cash buyers never hear the product options
Warranty, service plan and cover go undiscussed.
Cash survey trigger turns product interest into a contact-me lead.
Spend goes to lead sources that don't convert
Nobody knows which channel really brought the buyer in.
Brand Awareness survey ranks lead sources and visit drivers.
Surprise costs cost you the next service
Extra work is done before the customer approves it.
Cost-approval question tracks transparency per advisor and branch.
Late vehicles quietly lose loyalty
Turnaround slips and the customer hears about it last.
Late responses raise a retention action for the service manager.
Tyre and fitment customers leave unhappy and silent
Wait times and quote changes rarely reach head office.
A post-fitment WhatsApp pulse scores each centre on effort and wait.
Return disputes damage the relationship
Condition and billing questions surface after the customer has gone.
A return survey captures handover issues while they can still be fixed.
Branches can't be compared fairly
Every dealer measures differently, or not at all.
One survey across groups and subgroups, benchmarked on one dashboard.
Feedback is read, then forgotten
Insights sit in reports with no owner or due date.
Action Tracker assigns, prioritises and closes every follow-up.
3–5
Additional vehicle sales per dealer, recovered from leads that had already been written off.
Measured across the PulseSense automotive programme with Seriti Solutions
Referred by Seriti?
Let's map your dealership's journey.
Book a tailored demo. We'll load your business type, choose the surveys that fit, and show you what PulseSense could uncover across your branches.
