Research Case Studies

Phone Based Research Program to track Deal-Wise Sales Behavior (C-Sat) for Global Market Research Company

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

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″]