Customer Sentiment
What customers actually feel — and what it costs
AutoLead scores every survey, WhatsApp reply, email and review you upload, links each theme to a journey stage, and quantifies the revenue and lifetime value at risk. Silent churners are surfaced even when they never complain.
Sentiment Score
74
CSI
8.6/10
Silent At-Risk
96
Revenue at Risk
AED 470K
Feedback Captured
1,284
Response Coverage
63%
Sentiment mix vs CSI
Share of positive, neutral and negative feedback against the customer satisfaction index.
Customer voice mix
Promoters, passives and detractors.
- Promoters318
- Passives121
- Detractors42
What customers are really saying
Themes extracted from uploaded surveys, messages and reviews, mapped to the journey stage that caused them.
| Theme | Journey stage | Source | Mentions | Sentiment | Revenue at risk |
|---|---|---|---|---|---|
| Waiting time at collection counter | Vehicle Collection | From your data | 148 | -38 | AED 119,000 |
| Price transparency on final invoice | Invoicing | From your data | 121 | -26 | AED 151,000 |
| Damage and deposit disputes | Return | From your data | 96 | -44 | AED 88,000 |
| Vehicle cleanliness on handover | Vehicle Collection | Confirmed by branch | 74 | +21 | — |
| Upgrade offer felt pushy | Vehicle Collection | Estimated | 52 | -18 | AED 34,000 |
| Booking and confirmation speed | Booking | From your data | 204 | +44 | — |
| WhatsApp response speed | In-Life | From your data | 166 | +58 | — |
| Roadside assistance delays | In-Life | Confirmed by branch | 63 | -52 | AED 78,000 |
Silent at-risk · no complaint, high churn
High satisfaction scores hiding churn behaviour in the booking data.
Fatima Hassan
CSI 9/10Rated 9/10 but declined 2 renewal quotes and skipped last booking window
46%
churn risk
AED 62,000 CLV
Michael Braun
CSI 8/10Mentioned 'expensive' 3× in WhatsApp, no complaint ever logged
61%
churn risk
AED 38,400 CLV
Khalid Al Suwaidi
CSI 10/10Reply time dropped from 4 min to 3 days across last 5 messages
38%
churn risk
AED 91,000 CLV
Gulf Logistics LLC
CSI 9/10Reduced active contracts from 14 to 9 without raising an issue
57%
churn risk
AED 410,000 CLV
Live scored feedback
Every message scored as it arrives, with the stage and tone attached.
Michael Braun
WhatsApp“Honestly the final bill felt higher than the quote, I need to think about the next booking.”
-6212m
Ahmed Al Mansoori
WhatsApp“Very smooth, Rashid explained everything clearly at the counter. Thank you!”
+811h
Fatima Hassan
CSI Survey“Car was ready but I waited 35 minutes for the paperwork at Airport T3.”
-443h
Sara Nasser
Email“The upgrade to the premium SUV was worth every dirham.”
+685h
Omar Haddad
CSI Survey“Deposit took nine days to return and nobody could tell me why.”
-718h
Recommended sentiment actions
Customer-facing recovery runs as a campaign. Anything needing people or another system is sent as an email you can edit first.
Collection waiting time is the largest detractor driver
148 mentions across three branches, concentrated on Friday and Saturday mornings at Dubai Airport T3.
Brief branch managers to pre-stage paperwork for the Friday 07:00–11:00 arrival peak.
AED 119,000 revenue protected
expected impact
42 detractors have had no follow-up contact
Negative feedback older than 48 hours with no recorded recovery attempt.
Run a personalised service-recovery message with a goodwill credit on the next rental.
AED 210,000 CLV protected
expected impact
96 silent at-risk customers rate high but behave like churners
High CSI paired with falling booking frequency, slower replies and declined quotes.
Send a loyalty check-in with a tailored renewal offer before the next rental window.
AED 340,000 CLV protected
expected impact
Deposit refund delays drive the worst individual scores
Average refund time of 9 days against a promised 5 days on 63 returns.
Email finance with the delayed-refund list and request same-week clearance.
AED 88,000 revenue protected
expected impact