Automobile
A hugely competitive industry, the automobile trade is currently a saturated market. Manufacturers have expanded into segmented consumer brackets, and are thereby under pressure to have a better understanding of their customer profile if they are to widen their appeal. The retail landscape is changing with a marked trend towards size, including dealers where more than one brand is on offer.
Qualiance assists manufacturers, importers, and dealerships in the measurement of customer relations quality and the implementation of strategies to improve the service quality and customer loyalty.
Project examples
- Measuring the consultation quality for a particular manufacturer with shopping tests across Germany
- Measuring the consultation quality and the communication of a specific brand value in a premium brand’s outlets
- Measuring the specific satisfaction and likelihood of buying from a particular importer, following their move into a new market segment
- Measuring of telephone customer care and consulting competence for a manufacturer
- Measuring workshop quality with workshop tests for a workshop chain, annual research waves
- etc.
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