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Automotive
Helping automotive (PVs / CVs/ 2Ws/3Ws/ EVs/ Tractor and farm equipment / auto component manufacturers) & mobility solution providers (auto classifieds & aggregators) to improve their business performance through actionable and data backed insights collected using sophisticated research tools
What we do
- How likely is the dealer to stay as channel partner for the OEM?
- How likely is the dealer to promote the OEM as a preferred partner to other dealers?
- What are the drivers for dealer loyalty and NPS?
- What are the key reasons for becoming a detractor?
- Does OEM support in dealer operations such as e-commerce enablement, digital operations etc. play a role to improve dealer NPS?
- What are the industry and competitor dealer NPS benchmarks?
- What is the dealer’s feedback on trade terms provided by the OEM? Are there any areas to improve?
- What are the potential triggers that could make the dealer shift to another OEM?
- How likely is the vendor to stay as partner for the OEM?
- How likely is the vendor to promote the OEM as a preferred partner to other vendors/suppliers?
- What are the drivers for vendor loyalty and NPS?
- What are the key reasons which could make them a detractor?
- Does OEM support in vendor operations such as production enhancement play a role to improve vendor NPS?
- What are the industry and competitor NPS benchmarks?
- What is the vendor feedback on trade terms provided by the OEM? Are there any areas to improve?
- What are the potential triggers that could make the vendor shift to another OEM?
- How likely is the employee to stay with the OEM? For how long?
- How likely is the employee to promote the OEM as a preferred employer to peers/friends/ex colleagues?
- Which category/groups by hierarchy have low NPS and are at-risk for the OEM ? e.g., production staff, mid-management etc. and what are the reasons for the same?
- What are the drivers for employee loyalty and NPS? E.g. healthcare & insurance, leave policy, work life balance etc.
- Does OEM provide support to the employees to improve their performance?
E.g. Career development/progression tracks, learning & skill development opportunities etc. Does this play a role to improve employee NPS? - What are the industry and competitor employee NPS benchmarks?
- What are the potential triggers that could pull down the employee NPS?
- How likely is the customer to stay as a loyal customer of the OEM?
- How likely is the customer to promote the OEM to other potential customers?
- What are the key drivers for customer loyalty and NPS?
- What are the key reasons which could make them detractors?
- What are the industry and competitor Customer NPS benchmarks?
- What is the customer feedback on various aspects like product quality, sales process, after sales process & service quality etc.?
- Which of these potential triggers could lead to potential loss in NPS?
- What is the size of the addressable market (TAM, SAM)?
- What are the key growth drivers and inhibitors?
- What are the different customer segments and how does the demand vary across these segments?
- Who are the key players in the market and what are their offerings?
- What are the key unaddressed pain points of customers across segments?
- What are the Government regulations and what is their potential impact on the market?
- What is the potential business upside/ risk across customer segments?
- What are the current and future trends that can impact market potential?
- What are the current standard and high-end features offered in the vehicle models?
- What factors impact the prioritization of these features in the vehicle? E.g., Customer demand, government norms, application usage area of vehicles etc.
- What is the play between the pricing & features and the related prioritization?
- Which customer profiles are more conscious of which features?
- What is the typical Auto finance process at a dealership?
- Who are the key stake holders in the process & what is the role of each stake holder?
- What are the loan eligibility criteria for different customer segments? How do they vary across banks?
- What are the typical issues faced from customer in auto finance process? E.g: Turnaround time in obtaining finance, potential rate of interest offered?
- What are the typical interest rates & the EMIs and how do they compare across vehicle models and banks?
- What is the typical processing fee and how does it compare across vehicle models and banks?
- What are the consideration factors for the dealerships to tie up with banks?
- What are the criteria for banks to tie up with dealerships for auto retail financing?
- What are the documents that the buyer needs to submit for auto finance?
- What is the typical processing time for document verification, loan approval and loan disbursement?
- Who are the key competitors of the OEM? What are their offerings to various market segments?
- How big are the competition players with respect to – product / application spread, geographic spread (regional/national/international client base), total customer base, sales & revenue by volume and value, Y-o-Y Growth etc.
- What are the USPs of the competition products/solution compared to client OEM?
- What are the various marketing strategies used by competition OEMs? How do they perform compared to client OEM’s strategies?
- How do the vendor’s rate the competition? (Vendor NPS)
- How do the dealer’s rate the competition? (Dealer NPS)
- How is the talent pool of the competition? Count of employees, qualifications etc.
- How does the talent pool rate the competition? (Employee NPS)
- What are the current marketing strategies adopted by key competition players?
- What are the different channels of marketing that are currently engaged? e.g., print media, social media etc.
- What % of revenue is invested in marketing?
- What is the % split of marketing revenue within different channels engaged in?
- What are the metrics employed to track the effectiveness of the marketing initiatives?
- What are the new innovative marketing initiatives that the competition is using?
- What can be learnt from the competition to improve the client OEM’s marketing engagements and their effectiveness?
- How many car clinics need to be conducted for the target vehicle model?
- At which locations should the car clinics be conducted? E.g., Metros only, Metro & Tier 1 cities etc.
- Who should be invited to be a part of the car clinic and why? E.g., potential customers, industry experts, corporates / institutional buyers or retail users etc.
- How big should be the area of the car clinic facility?
- What are the infrastructural facilities required for conducting the car clinic?
- How should the responses of the visitors/participants be recorded and analyzed for generating actionable insights?
- On what parameters should the overall success of the car clinic be measured?
- What are the parameters that define an effectiveness of new product launch?
- How many enquiries are generated for the new product & its contribution to overall enquiries.
- How many bookings are made of the new product & its contribution to the overall bookings?
- What has been the rejection ratio (lost customers)?
- What are the key reasons/areas which are cited by the rejectors? E.g., product design. Product features, product performance, cost of ownership etc.
- What is the perception of the new product in the customer’s mind?
- What is the opinion of industry experts on the new product?
- How does the new product compare with its competition counterparts in design, features, performance etc.
- What are the key reasons for the success/failure of the new product and what can the OEM learn from it?
- What are the SOPs for Sales Process? Are all the sales SOPs followed during a customer visit?
- Is infrastructure of the showroom as per the standard SOPs?
- Is the salesperson aware of customer information if it was previously shared?
- Does the salesperson do a detailed customer needs analysis?
- Are there adequate number of vehicles by models available in the showroom for a test drive?
- Are the test drive routes defined in advance? How is the appropriate route decided for the customer?
- Does the salesperson provide the customer with a proforma invoice?
- Does finance person provide adequate information about financing schemes & options?
- Does the car valuation person provide the customer with resale value of the car (if applicable)?
- Is the car delivered as per the promised delivery date?
- Is PDI (Pre Delivery Inspection) done for every car before delivery?
- Does the customer care executive call for post sales feedback?
- Does the customer care executive give the customer a service reminder call?
- Is the option of car pick-up provided (as per guidelines) and implemented?
- Does the service advisor do a complete check-up of the vehicle with the owner and create detailed job card?
- Does the service advisor provide the customer with an estimate of the services / spares bill and the estimated time of delivery?
- Does the service advisor confirm the final amount with the customer along with his approval before servicing the vehicle?
- Does the workshop ensure same day delivery or deliver the vehicle in the agreed turnaround time?
- Is the final billing amount same as confirmed by the service advisor? If not, what is the typical delta?
- Does the customer care executive call the customer for post service feedback?
- Awareness & familiarity - What is the level of awareness of the OEM brand? e.g., Not aware, familiar, highly aware etc.
- Brand Association - What does the user associate the OEM brand with? E.g., Sturdiness, High Performance etc.
- Brand Reputation - How does the user rate the reputation of OEM brand with respect to competition? e.g., equal, better etc.
- Brand Quality - How does the user rate the quality of OEM vehicles with respect to competition?
- Brand Performance - How does the user rate the performance of OEM vehicles with respect to competition? similar, better etc.
- Brand Pricing - How does the user rate the OEM vehicles with competition brands with respect to pricing? Very highly priced, competitively priced
- Overall perception of Brand - What is the user’s overall perception of OEM brand?
- Brand promotion & influence - Would the user recommend OEM vehicles to peers?
- Brand improvement initiatives
- What are the challenges that users face with OEM vehicles? e.g., Spare part availability, frequent breakdowns, high cost of ownership.
- What should OEM do to mitigate these challenges?
- What is the typical profile of a vehicle buyer? Demographics: Age, Gender, Occupation, Education, Income, location etc., Psychographics: Personality, Values, Attitude, Interest, Lifestyle etc., Others - First time owner, repeat buyer, fleet owner etc.
- What are the customer needs / motivations for vehicle purchase decision? Functional- e.g., ease of travel, less commute time; convenience of personal transport as against other modes; more vehicle space required for family member, Non-functional - e.g., personal image, social status, resale value etc., Occupational - e.g., Transporter business- fleet owner of commercial vehicles
- What are the considerations for vehicle design selection? i.e., PV- Hatch back, sedan, SUV, CV- tipper, truck, pick up etc? Use cases- - PV (city drive, off roading etc.) CV (application, type of load etc.), Family size, Self-drive v/s Chauffeur or driver etc.
- What are the operational features considered for purchasing the vehicle? E.g., Mileage, pickup, navigation system, suspension etc.
- What are the design features considered for purchasing the vehicle? E.g., engine power & torque, sturdiness & built quality, safety features like air bags etc.
- What are the typical customer anxieties with respect to purchase? E.g., high maintenance cost, spare part availability etc.
- What is the average waiting time (variant / model wise) for vehicle delivery and bookings: delivery ratio of vehicles?
- What is the number of complaints received at call centre and average time taken to resolve by Customer Care manager (CCM) ta dealerships?
- What is the attrition rate at dealerships?
- What is the marketing spend and the spend as a part of total revenue and average revenue from sales of spares and accessories sold?
- At what frequency should each of the above metric be tracked?
- How do the metrics trend across time (month or quarter)across geographies & across various vehicle models?
- What is the supply and overall demand estimation for the area/ geography?
- How much is the sales potential of the considered area /geography?
- How many dealers does the competition have in the considered area / geography?
- How much sales is collectively done by the competition?
- Will there be a business need for appointing another dealer in that area / geography?
- What is the financial capacity (turnover, revenue and profit trends, net-worth, balance sheet, P&L) of potential players?
- Does the potential players have prior experience and skill to run the dealership successfully?
- Does the considered player have partnership with any competitor OEM - type of partnership, conflict & exclusivity clauses, payment structure etc.?
- What are the typical operating costs, margins & profits pool available?
- What frequency should each metric be tracked at?
- How do the metrics trend across time (month or quarter), geographies, vehicle models etc.
- What is the manpower capacity and skills (both technical as well as behavioural) – is it in line with competition? Are there are any major gaps? What is the plan to bridge them?
- How long has been the vendor operational? Who are the current customers (other OEMs) of vendor? How long have been those OEMs associated with this vendor?
- What are the various certifications, awards won by vendor? What is the technical competence of the potential vendor players? E.g – Past history of successfully delivery with repeat orders from OEMs
- What are the credit limits comfortable to vendor? Is it in line with OEM credit limits? Is there any default reported by vendor?
- What is the pedigree of senior management of vendor- track record & reputation in automotive domain?
- What is the capacity plan for manpower and labour at vendor end? What is the level of R&D, innovation at vendor end? How sensitive is the management towards continuous improvement and innovating new products?
- What is the current product portfolio of vendor? What are the current on-going new products initiatives at vendor end (E.g: R&D, launch of new products planned etc.)
- What is the track record of vendor – delivering quality products on time? What are the typical complaint levels registered in past against the vendor?
- What is the typical CAC & LTV of the dealership? What is the margin structure?
- How do the metrics compare with other dealers (same OEM or competitors)?
- How does the unit economics respond to change in each of the fixed and variable parameter? What is the degree of sensitivity analysis?
- What are the initiatives that the dealership should undertake to improve their unit economics? Within the areas impacting the unit economics, where is the competition doing better compared to OEM?
- What are the best practices that can be adopted by the OEM to improve unit economics?
- What is the typical ratio of lost customers / total enquiries i.e., Rejection Ratio?
- What are the typical reasons of vehicle rejection by the customers?
- At what frequency is the rejection ratio tracked? Monthly, Quarterly etc.
- At which different levels is the rejection ratio tracked? E.g., Dealer, showroom / outlet, vehicle model / variant etc
- What is the competition rejection ratio in comparable terms e.g., dealer, geography, comparable car model/variants etc.
- What are ways to retarget the lost / rejected leads subsequently? What is the engagement process followed to re-connect with lost customers?
- What are some of the leading practices followed at dealership level to manage/ track rejector ratio?
- What is the competition doing to bring down it’s rejector ratio?
- What is the typical ratio of # of bookings to # of cancellations?
- What are the typical reasons for booking cancellations?
- At which levels is the booking cancellation tracked? E.g., Dealer, showroom/outlet, vehicle model / variant etc
- What is the competition cancellation ratio in comparable terms e.g., dealer, geography, comparable car model / variants etc.
- What is the competition / competition dealers doing to bring down their booking cancellation ratio?
- What are the current best practices (domestic and international) in each step of the product improvement cycle?
- What is the typical R&D spend on product improvement, as a part of total revenue and total expenditure?
- How do OEMs identify the improvement areas? E.g., product trials, customer feedback etc.
- What is the frequency of product assessment for improvement?
- What is the competition doing for product improvement initiatives?
- What are the current key design features of the product/model of vehicle of the client OEM? -Engine design & power, Quality of build & sturdiness, Safety features like child lock, air bags, Performance features like mileage, pickup etc.
- How do these features compare with the competition?
- Where are the gaps and what are the improvement areas for the client OEM vehicles?
- How can best practices be incorporated? E.g., manufacturing/ technology/design partnerships etc.
- How should the customer feedback be recorded, analyzed & utilized for product improvement?
- How should the pilot testing of the improved product be conducted and who should be the target audience?
- What are the typical challenges in Product improvement and what are the solutions to it?
Dealer NPS diagnostic
- How likely is the dealer to stay as channel partner for the OEM?
- How likely is the dealer to promote the OEM as a preferred partner to other dealers?
- What are the drivers for dealer loyalty and NPS?
- What are the key reasons for becoming a detractor?
- Does OEM support in dealer operations such as e-commerce enablement, digital operations etc. play a role to improve dealer NPS?
- What are the industry and competitor dealer NPS benchmarks?
- What is the dealer’s feedback on trade terms provided by the OEM? Are there any areas to improve?
- What are the potential triggers that could make the dealer shift to another OEM?
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