Objective
Purpose of Survey – In order to serve you better, I would like to take your feedback on your vehicle purchase experience at our dealership.
Phone based research survey for customer satisfaction for sales
Research Case Studies
Phone Based Research Program to track Deal-Wise Sales Behavior (C-Sat) for Global Market Research Company
Concept
The concept lies in knowing the customer’s psyche related to the services at the showroom while buying car by the dealer based on which dealer wise ranking across the country is measured.
Initiating the Sales Experience
Rating and Dealership facility
Deal Negotiation & Finance Process
Delivery Process
Dealership Facility
Overall Experience
Team Manager
Research Survey Specialists
Channel Partner
Program Highlights
Interacting new customers only (within 3 months)
Phone base interviews
Successful survey of interview length 33mins +
On an average 600+ survey per day
Word-to-word verbatim capturing
Multi-linguistic Approach
Call quality monitoring
Business Intelligence
Strong Database Management System
Program Milestones
We have been able to deliver a better refined survey giving challenges.
Quality
Productivity
Cost Per Index (CPI)
Benefits to Business
- Helps in understanding business feasibility
- Enables to reach thousands of people
- Faster feedback (Go to market)
- Much easier form of data collection
- Tap new concepts/un-chartered territories
- Survey completion is much faster
Benefits to Customer
- Have liberty to give interviews and more permission based
- Feedbacks are atleast acknowledged and reported to designated authority
- Customers getting chance to express/share ideas, thought, feedback
- Customers can schedule the time in case being unavailable unlike interview which has to be done then and there
Challenges
- Telecom related compliance issue (DND etc)
- Length of interview/survey
- Panel respondents (Type, demographics, psychographic, availability of time, willingness to give surveys)
- Superficial Data
- Expensive to obtain representative Data
- Incomprehensibility of questionnaire (incase question is not understood then?)
- Inadequate focus on objective while carrying out the survey
- To contact people (people sparing time)
- Comprehensibility of the questions
- Measured feedback (respondent’s identity not getting highlighted)
Vision Ahead
- CRM Enhancement
- Insights Management System
- Forecasting customer behavior portal
- Text, audio, video and data based analytics
If you wish to know more about Phone Based Research Program to track Deal-Wise Sales Behavior (C-Sat) for Global Market Research Company please download the detailed case study from the given link.
[download id=”3673″]
Phone Based Research Program to track dealer wise satisfaction across service touch points (C-Sat) for Leading Market Research and Information Group
Objective
Purpose of Survey: This is a customer service feedback of your 2-wheeler vehicle.
Phone based research survey for customer satisfaction for service
Concept
The concept lies in knowing the customer’s psyche related to the services at the showroom while buying car by the dealer based on which dealer wise ranking across the country is measured.
Job Card Opening Process
For Service Advisor
Basic working procedure of workshop
Service workshop facilities
Quality of repair of your vehicle
Vehicle Delivery
Team Manager
Research Survey Specialist
Channel Partner
Program Highlights
Interacting new customers only
Administered on phone
Multi-linguistic Approach
Call quality monitoring
Business Intelligence
2nd and 3rd Party Integration
Strong Database Management System
830+ dealers across the country
Program Milestones
We were able to capture responses and analyze the data effectively
We were able to reduce the turnaround time of survey from 75% to 45%
The cost price index (CPI) gone down efficiently by 30% as compared with other modes of carrying out the survey
Benefits to Business
- Helps in understanding business feasibility
- Enables to reach thousands of people
- Faster feedback (Go to market)
- Much easier form of data collection
- Tap new concepts/un-chartered territories
- Survey completion is much faster
Benefits to Customer
- Have liberty to give interviews and more permission based
- Feedbacks are atleast acknowledged and reported to designated authority
- Customers getting chance to express/share ideas, thought, feedback
- Customers can schedule the time in case being unavailable unlike interview which has to be done then and there
Challenges
- Telecom related compliance issue (DND etc)
- Length of interview/survey
- Panel respondents (Type, demographics, psychographic, availability of time, willingness to give surveys)
- Superficial Data
- Expensive to obtain representative Data
- Incomprehensibility of questionnaire (incase question is not understood then?)
- Inadequate focus on objective while carrying out the survey
- To contact people (people sparing time)
- Comprehensibility of the questions
- Measured feedback (respondent’s identity not getting highlighted)
Vision Ahead
- Dealerwise satisfaction study
- Insights Management System
- Forcasting customer behavior portal
- Text, Audio, Video and Data Analytics
If you wish to know more about Phone Based Research Program to track dealer wise satisfaction across service touch points (C-Sat) for Leading Market Research and Information Group please download the detailed case study from the given link!
[download id=”3619″]