Monitoring and Analysis of Customer Satisfaction in the Automotive Industry

· Measuring the CSAT Index (Customer Satisfaction with Product Quality)

Product quality is one of the most important factors shaping customer experience and satisfaction in the automotive industry. Therefore, understanding customers’ views and examining their actual experience after using the vehicle can provide valuable information to automakers for identifying strengths, discovering defects, and planning to improve product quality.

The Customer and Market Research Center, by conducting systematic and specialized studies in the field of customer satisfaction, collects and analyzes customers’ opinions as one of the important sources for evaluating vehicle quality. In this service, customers’ experience and views after using the vehicle are examined, and the level of their satisfaction and dissatisfaction with different parts of the vehicle is identified.

The main parts of the vehicle, including the powertrain and fuel system, safety, power transmission, body, suspension system, cabin, electrical equipment, and air conditioning, are evaluated. In addition to measuring customer satisfaction, the defects and problems raised by customers are also extracted and analyzed, and the frequent and important defects of each product are identified.

Main Focus and Output of This Study:

1- Measuring the level of customer satisfaction with vehicle quality

2- Identifying the factors affecting satisfaction and dissatisfaction

3- Analyzing the quality strengths and weaknesses of the product

4- Comparing customer satisfaction across different products and companies

Companies Receiving This Service:

1- Iran Khodro Industrial Group

2- SAIPA Group

3- Modiran Vehicle Manufacturing Company

4- Kerman Motor

Contact Number:

02143904162