A leading Tier 1 automobile manufacturer carried out a Voice of Customer analysis through NextWave to understand the satisfaction levels of its customers. The customers included leading OEMs such as John Deere, Mahindra, Royal Enfield, TAFE and others.
NextWave carried out an online Voice of Customer Survey with the mentioned respondents.
The customers were asked to rate the company on several parameters such as product range, product innovation, pricing, commercial terms, after sales service, transparency and fairness in dealings, grievance redressal, etc.
Based on the ratings from the respondents, the different parameters of the company were grouped into green (maintain the performance), yellow (retain and improve) and red (attributes that need to be worked upon). The customers were also divided into groups of green (satisfied), yellow (neutral) and red (relationship is strained) based on their overall satisfaction score.
The insights from the survey enabled the company to understand its strengths as well as their areas of improvement. Based on the insights the manufacturing companies were able to make the required changes to their product as well as service offerings. Specific engagement plans were developed for those customers that had a low satisfaction rating.