The Challenge
A premium automotive OEM required post-purchase dealer experience measurement across US, UK, Germany, UAE, and Japan. CATI methodology specified to capture recent buyers within 90 days of vehicle collection. Net Promoter Score + key driver analysis required.
Our Approach
CATI telephone interviews. Respondent list provided by client (customer database). Multilingual interviewers for Germany and Japan. NPS + verbatim capture + key driver analysis using derived importance regression.
Results
1,500 CATI completes. 5 markets. 6-week delivery. NPS by dealership location, key driver importance rankings, and verbatim sentiment analysis delivered.
Client Outcome
3 underperforming dealerships identified with NPS below -20. Client initiated targeted dealer coaching programmes. Follow-up wave 6 months later showed +28-point NPS improvement at those locations.
Project Specifications
- Markets Covered: US, UK, Germany, UAE, Japan.
- Audience Recruited: Premium car buyers within 90 days of collection.
- Methodology: CATI telephone interviews + key driver regression modeling.
- Languages Offered: English, German, Japanese, Arabic.
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