Sales Satisfaction Index Study

Data Analytics

Client is a multinational automotive company that wants to identify the key satisfaction attributes in their sales process of the cars and obtain customer ratings of their dealership performance on all parameters.

BUSINESS OBJECTIVE

They wanted to identify if there were any gaps that they needed to improve. Domain experts conducted telephone interviews and online surveys with car owners in order to understand their complete perspective on sales and delivery process, analyzing their satisfaction towards pre-sales, sales processes and delivery experience. Focusing on the whole customer’s experience in a dealership and covering the following parameters:

Initial Impression of the dealership
Need Assessment
Vehicle Demonstration
Test Drive Experience
Finance Discussion
Follow-Up
Delivery Process

OUR APPROACH

The study was conducted with those car buyers who visited the dealership within 2-6 months of the timepan. Experts have also gained all the qualitative information pertaining to:

Interaction with sales consultant
Satisfaction towards dealership experience
Post sales follow-up

Geographic Coverage:

Europe-5 (France, Germany, Italy, Spain & UK) & India

Value Delivered

Comprehensive report was shared in PDF format with in-depth analysis for both qualitative and quantitative insights. From consumers’ verbatim, we highlighted the challenges and leading factors. Key insights were highlighted based on:

Impact on dealer services

Sales consultant interaction

Follow-up and delivery process