BRIEF was engaged by M&M automotive to undertake a customer satisfaction study on their pre-sales & post-service processes by conducting face-to face interviews with the customers of Mahindra personal vehicle owners and understand their satisfaction levels w.r.t. Showroom experience & Workshop experience.
Basis the study findings, a daily dashboard was maintained & reported. Also a monthly report depicting the performance of key service parameters were drafted & presented to the Mahindra & Mahindra Customer Management Service team. The report aided the management to identify the gaps in service standards, expectations of customers from the organisation, dealers & their unmet needs. It also helped the team to improve their service standards, wherever necessary and position themselves as an organisation who are eager to hear customer and make progressive changes, through their feedback. The study was conducted on ~3000 customers over a period of 5 months in selected cities in Northern & Western India.