ABOUT THE CLIENT
Client is a vehicle service solutions provider.
Geography: India
APPROACH
Quantitative
Telephonic interviews, IDIs, concept testing
Sample Size - 150+
PROBLEM STATEMENT
Understand key factors driving loyalty among commercial vehicle service centres.
Identify challenges faced by service centre owners.
Develop and test an effective loyalty program.
OUR SOLUTIONS
150+ telephonic interviews and IDIs.
50+ service centre owners and managers interviewed on challenges.
Loyalty program concept developed and tested with 100+ service centre owners.
Feedback-based refinement.
Phases: 2.
Deliverables: Service centre loyalty program design, challenge mapping, retention improvement framework.
KEY TAKEAWAYS
Major challenges faced by commercial vehicle service centres.
Key support areas where automotive brands can assist.
Loyalty program concept proved effective in increasing customer retention.
OUTCOME
Structured methodology to measure and improve service centre loyalty.
60% increase in service centre retention.
Impact: 60% increase in service centre retention; 150+ interviews and discussions across India.
