1 / 3

#1 Unveiling Customer Pain Points in Automotive Service through market research

A regional automotive service chain (the Company) was experiencing a decline in customer satisfaction. While their reputation for quality repairs remained strong, negative feedback regarding the overall service experience was on the rise. The Company recognized the need to identify and address these concerns to maintain customer loyalty...

graphenemktg
Download Presentation

#1 Unveiling Customer Pain Points in Automotive Service through market research

An Image/Link below is provided (as is) to download presentation Download Policy: Content on the Website is provided to you AS IS for your information and personal use and may not be sold / licensed / shared on other websites without getting consent from its author. Content is provided to you AS IS for your information and personal use only. Download presentation by click this link. While downloading, if for some reason you are not able to download a presentation, the publisher may have deleted the file from their server. During download, if you can't get a presentation, the file might be deleted by the publisher.

E N D

Presentation Transcript

  1. 08/07/2024, 12:46 #1 Unveiling Customer Pain Points in Automotive Service through market research (/) Unveiling Customer Pain Points in Automotive Service Ezythemes June 7, 2024 Introduction: https://ezythemes.com/unveiling-customer-pain-points-market-research/ 1/6

  2. 08/07/2024, 12:46 #1 Unveiling Customer Pain Points in Automotive Service through market research A regional automotive service chain (the Company) was experiencing a decline in customer satisfaction.Whiletheirreputation forquality repairs remained strong, negative feedback regarding the overall service experience was on the rise. The Company recognized the need to identify and address these concerns to maintain customerloyalty. Collaboration with EzyThemes: To gain a deeper understanding of customer pain points, the Company partnered with EzyThemes,an AItoolformarketresearch specializingin consumerexperience analysis andqualitativeanalysis.EzyThemes conductedacomprehensive study to gathervaluablefeedback. EzyThemes identified the key problems – Problems: SchedulingFrustrations:Customers reportedissues with appointmentdelays, rescheduling,andlongwaittimes even with pre-bookedappointments. Communication Challenges:Alack oftransparency regarding servicecosts, necessary repairs,andvehicle status ledto confusion and unexpectedbilling surprises. PaymentWoes:Difficulties with payment systems,including non-functional online links, unexpectedfees,checkacceptanceproblems,and understaffedcheckout areas causedfrustration anddelays. ServiceExecution Issues:Customers reportedvehicles notbeingready on time, parts beingrequiredaftertherepairagreement,andalack offollow-upfrom managers or serviceconsultants regardingdisputes orpromisedcredits. The collaboration with EzyThemes revealed critical areas for improvement and reasons behind negativefeedbackthrough its analysis. Analysis Topics: Theanalysis focused on specificareas impactingcustomer satisfaction: Behavior and Expertise of Service Consultant: Customer experiences ranged from exemplary service consultants dedicated to customer needs to those lacking responsiveness and expertise. Duration for Service/Repair: Customers reported excessive waits due to various factors,includingadditional servicerequests,parts shortages,andtechnician availability. Was the Charges Levied for Service/Repair Reasonable? Transparency and fairness in pricingweremajorconcerns.Customers questionedadditionalfees and the necessity ofrepairs,especially when initialpromotions promisedlowercosts. Armed with these vast datasets Ezythemes provided few recommendations to the Company to implement targeted improvements: https://ezythemes.com/unveiling-customer-pain-points-market-research/ 2/6

  3. 08/07/2024, 12:46 #1 Unveiling Customer Pain Points in Automotive Service through market research Enhanced Communication: Improving communication with customers on service costs,repairs,anddelays willminimize surprises andbuildtrust. Standardized Service Procedures: Ensuring transparent and consistent service protocols across alllocations willenhancethecustomerexperience. Streamlined Payment Process: Upgrading payment systems and providing online payment options willimproveconvenienceandefficiency. Customer Service Training: Implementing comprehensive customer service trainingwillensureprofessionalism,clearcommunication,andafocus on exceedingcustomerexpectations. Improved Service Monitoring: Developing systems to track service completion times and proactively address potential delays will enhance transparency and customer satisfaction. Conclusion: By collaborating with EzyThemes, the Company gained valuable customer insights through market research. By addressing identified areas for improvement, the Company can build trust, enhance the customer service experience, and solidify its position as a leader in regional automotive services. https://ezythemes.com/unveiling-customer-pain-points-market-research/ 3/6

More Related