Success Story: Grupo Q and Izo Elevate the Test Drive Experience

In the exciting world of the automotive industry in Central America, Grupo Q has stood out for decades for its unwavering commitment to excellence and customer satisfaction. With more than 70 years of experience in the manufacture and distribution of motor vehicles, Grupo Q has established itself as one of the industry leaders in the region, representing 19 prestigious automotive brands in countries such as El Salvador, Guatemala, Honduras, Nicaragua, Costa Rica and Panama.

Guided by their motto “Serving you with passion is our driving force”, Grupo Q set out to further enhance its customer experience, focusing on a crucial moment in the buying process: the Test Drive. Recognizing the importance of this moment in the Customer Journey, Grupo Q partnered with Izo to transform the Test Drive experience into a true “Wow” moment.

In order to enhance this key moment, Grupo Q and Izo worked together to completely redesign the Test Drive experience, seeking to exceed customer expectations and turn each test drive into a memorable experience. The implementation of this new experience not only promised to improve key experience and operational indicators, but also to generate a significant impact on each of Grupo Q's branches.

The results were not long in coming. Thanks to the redesign of the Test Drive experience, Grupo Q achieved an impressive 5% increase in the number of driving tests carried out, as well as a notable increase of 24% in the conversion rate of visitors to customers. In addition, the Net Promoter Score (NPS) rose by 10 points, reflecting customer satisfaction and loyalty to the brand. Not only did this success translate into better customer experience metrics, it also generated a positive financial impact, with an increase of more than $309,000 per month per branch.

The VoC (Voice of Customer) Program became a strategic pillar for Grupo Q, integrating the customer's vision into all aspects of its operation. Thanks to this dedication and focus on customer experience, in just five years, Grupo Q achieved an impressive increase of more than 35 points in its Net Promoter Score, demonstrating its continued commitment to excellence and customer satisfaction.

Grupo Q and Izo have demonstrated that, when a passion for service is combined with a strategic focus on customer experience, the results can be truly transformative. Together, they have elevated the Test Drive experience and reaffirmed Grupo Q's commitment to remaining leaders in the Central American automotive industry.

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