The study offers a complete perspective on sales and delivery process, analyzing customer satisfaction with the pre-sales, sales, and delivery experience. SSI focuses on what is important to today’s new vehicle owners - process/ transaction related factors, the customer’s interaction with the salesperson, and the delivery process - and highlights what contributes most to customers’ satisfaction with the dealer/ retailer. Customers are surveyed at 2 to 6 months of ownership. In the model calculation, in addition to the vehicle owners of its own brand, we will also examine new-vehicle buyers’ satisfaction with the makes and dealerships they shopped but ultimately rejected and purchased another brand. From 2017, the index model will also include the section relating to new customers’ online experience for a brand.
Sales service performance