Do You Know Why You Lost Your Customer? We Do. Introducing the Voice of the Defector.

“I received no less than six emails and text messages from one dealership pushing me to schedule an appointment, with various messages and videos. The other dealership offered a better price and were patient with us and we never felt rushed into a decision.” If you actually knew feedback like this in real time, directly from the customers who defected, could you improve your operation? For the first time, this level of honesty is available in real time and it’s changing how dealers improve close rates and prevent future defections.

In this interactive workshop, Urban Science’s Solution Manager joins two marketing leaders from major automotive groups to share how the new SalesAlert Defection Survey was co‑designed, tested, and refined with dealers to deliver exactly what they’ve been missing: actionable qualitative insights from customers who defected. We’ll explore the real reasons customers walk away — from pricing perceptions to communication overload to experience gaps — and how pilot dealers used this feedback to sharpen marketing, strengthen BDC and sales training, optimize processes, and uncover previously hidden breakdowns in the customer journey. Attendees will walk away understanding why knowing the “why” behind defections is becoming a competitive advantage, and how progressive dealers are using the voice of the defector to drive measurable improvements across marketing, operations, and sales performance.