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Satisfaction Survey on the Service of an International Automobile Group

Project Background

The client is one of the global Top 3 automobile groups, and needed to make an in-depth survey on the sale and after-sale service of its five brands. The survey had the purpose to check how much of the commitments of its service providers have been fulfilled, timely discover the common service problems, urge its brand shops to strengthen service management and raise the brand image of the group.

Research Solution

ACMR designed a survey and a mystery shopper analysis model to evaluate the service items of each service provider. Meanwhile, for each brand, ACMR set the degree of contribution of each service station to this brand as an indicator and analyzed and compared the scores of each service station. On this basis, ACMR provided an objective analysis report on the service performance of each distributor and provided recommendations for service improvement.  

Value Brought to the Client

The client gained a comprehensive understanding of the performance of its own brands service providers and its rivals. It formulated improvement measures based on ACMR's brand comparison in the aspects of sale and after-sale service, field rescue services of service providers, ranking of service providers, and recommendations for service improvement.