ABOUT THE CLIENT
Client is a vehicle service solutions provider
APPROACH
Quantitative research
Sample Size – 150+
PROBLEM STATEMENT
To understand the key factors that drive loyalty among commercial vehicle service centres.
To identify challenges faced by service center owners and the support they require.
To develop an effective loyalty program to help the client retain service centres as long-term customers.
OUR SOLUTIONS
Conducted 150+ telephonic interviews and in-depth discussions across India.
Interviewed 50+ commercial vehicle service center owners and managers to identify their challenges.
Developed a loyalty program concept, tested it with 100+ service center owners and managers, and refined it based on feedback.
KEY TAKEAWAYS
Identified major challenges faced by commercial vehicle service centres.
Analysed key support areas where automotive brands can assist service centres.
Successfully tested a loyalty program concept, proving its effectiveness in increasing customer retention.
OUTCOME
Developed a structured methodology to measure and improve service center loyalty.
Designed and implemented a loyalty program, leading to a 60% increase in service center retention.