Research Report - Customer Satisfaction Survey - Honda Atlas Car Pakista....pptx

rESEARCH REPORT CUSTOMER SATISFACTION

1. Submission on: 30 th September, 2019. Submitted To: Submitted By: A Quantitative Research Report For Customer Satisfaction Survey

2. 2 Need for Research Research Objectives Research Dynamics Snapshot of Study Detailed Findings Appendix AGENDA

3. 3 Need for Research Research Objectives Research Dynamics Snapshot of Study Detailed Findings Appendix AGENDA

4. Need for Research 4 Significant growth of media over the last decade has brought a revolution in almost every household. Due to widespread usage of internet, people are not only aware of the global trends but also have implemented them at the best possible forms in their personal lives. Over the last two decades, the demand for vehicles has increased significantly due to increase in population, high disposable income, improved living standards, better infrastructure facilities along with the increased mobility of people from one place to another for jobs/recreation etc. The automotive industry in Pakistan is the one of the fastest growing industries of the country, accounting for 4% of Pakistan’s GDP and employing a workforce of over 1,800,000 people*.  HONDA, TOYOTA and SUZUKI are the key players in automotive sector of Pakistan. They offer variety of products/brands as per the needs of target segments. Keeping in view the dynamic consumer behavior and state of competition, it is imperative to continuously track the level of satisfaction of customers from the services provided at respective dealerships. This pro-active approach will facilitate in devising/modifying the marketing strategy as per customers’ feedback. In pursuit of this objective HONDA Atlas Cars Pakistan Ltd.** wanted to conduct a comprehensive customer satisfaction survey to gauge its current standing in the market. This document summarizes our research report for the same. *http://www.pakistaneconomist.com/2019/01/14/overview-of-auto-sector-of-pakistan/ ** Client

5. 5 Need for Research Research Objectives Research Dynamics Snapshot of Study Detailed Findings Appendix AGENDA

6. 6 Gauge the overall satisfaction of the target market from the services at HONDA and TOYOTA dealership outlets Gauge the share of endorsement (NPS score) of HONDA and TOYOTA dealerships Evaluation of different dealers on key performance indicators Research Objectives

7. 7 Need for Research Research Objectives Research Dynamics Snapshot of Study Detailed Findings Appendix AGENDA

8. 8 Geographical Coverage: Research study was conducted in Lahore only Permanent/local residents of targeted city User - ship: Vehicle owners only Mostly use vehicle by themselves Users of HONDA (Civic, City & BRV) and TOYOTA (GLi/XLi, & Altis/Grande) only (Model : 2016 and onwards) Decision makers of service/maintenance of their vehicle Mostly visit authorized dealerships of HONDA/TOYOTA for the maintenance of their vehicle Must availed the vehicle service/mainte nance within the past 3 months from authorized dealerships only Focused Respondents: Gender: Male Age group: More than 25 years Marital Status : Married/unmarried Other Criteria: Have not participated in any market research study pertaining to automotive sector in the past 3 months Research Dynamics Note : No quota of any HONDA/TOYOTA dealerships

9. 9 Research Instrument Development of questionnaire (in English/Urdu) inclusive of screening questions Only close ended questions were administered Pre-testing of main questionnaire before induction Development of CAPI script (ODK based program) Resource Mobilization Selection of experienced interviewers Briefing/mock sessions Utilization of male interviewers Allocation of dedicated resources for field execution Signing of “Non-Disclosure Agreement” Field Execution Recruitment of respondents through snowballing research technique Max. two referrals from any particular person/reference point Recruitment of respondents as per pre-defined quota of Make (HONDA and TOYOTA) and Brand (HONDA [Civic/City/BRV]) &(Toyota [GLi/XLi, Altis Grande]) The interviews were conducted with the respondents after taking prior appointments from them as per their convenience Client team accompanied the field work and checked the quality of recruitment/interviewing Dedicated supervisors, field executives and back checkers for field accompaniments, Spot checking and physical back checking Data synchronization with internal dedicated server Uploading of data on a daily basis Submission of research report (in powerpoint presentation format) Data Collection and Submission Research Methodology

10. 10 Interviewing Process

11. 11 Customers of HONDA Dealerships Customers of TOYOTA Dealerships CIVIC 25 ALTIS/GRANDE 25 CITY 75 GLi/Xli 75 Total 100 Total 100 A total of n = 210 interviews were conducted in this research study. Sample Split Apart from above, 10 interviews* were conducted with HONDA BR-V customers. *Low Base Size

12. 12 Subgroups HONDA TOYOTA Dealership HONDA City Sales 23 - HONDA Fort 23 - HONDA Gateway 12 - HONDA Point 17 - HONDA Township 25 - TOYOTA Airport - 5 TOYOTA Cantt. - 5 TOYOTA Garden - 25 TOYOTA Jinnah - 4 TOYOTA Ravi - 12 TOYOTA Sahara - 12 TOYOTA Shaheen - 9 TOYOTA Township - 23 TOYOTA Walton - 5 Sample Split – Subgroup Wise Breakup (Contd.) Subgroups HONDA TOYOTA Gender Males 100 100 Age Group 25 – 35 Years 45 53 36 – 45 Years 40 34 46 Years or more 15 13 Education Less than graduate 13 26 Graduate 57 57 Post graduate 30 17 Vehicle Model 2016 23 22 2017 22 22 2018 31 27 2019 24 28 Regions DHA 17 19 Gulberg 23 25 Mall Road 23 21 Thokar Niaz Baig 12 12 Township 25 23 Regions HONDA Dealership TOYOTA Dealership DHA HONDA Point TOYOTA Airport + Cantt. + Jinnah + Walton Gulberg HONDA City Sales TOYOTA Garden Mall Road HONDA Fort TOYOTA Sahara + Shaheen Thokar Niaz Baig HONDA Gateway TOYOTA Ravi Township HONDA Township TOYOTA Township Note : Dealerships of TOYOTA was merged (as per HONDA regions) for comparative evaluation.

13. 13 Need for Research Research Objectives Research Dynamics Snapshot of Study Detailed Findings Appendix AGENDA

14. 14 The functional delivery at HONDA dealerships is slightly ahead of TOYOTA on almost all of the key performance indicators. This is also validated from comparatively higher share of endorsement of HONDA dealership among its customers. Among all dealerships of HONDA, ‘Township’ and ‘Fort’ received higher satisfaction scores; whereas, ‘City Sales’ and ‘Point’ received slightly lower ratings. ‘Waiting time at reception’ is the single attribute on which HONDA dealerships are rated lower than TOYOTA. HONDA ‘City Sales’ &‘Point’ are the key contributor in the slightly lower ratings. Across both HONDA and TOYOTA dealerships, incidence of ‘Post service follow-up’ is found low. The pro-active strategy in this regard can give HONDA a competitive advantage over competition in terms of making operations more customer centric and strengthening the emotional bond. It is pertinent to mention here that, in general, the owners of older models of vehicles should be given the same importance as that of owners of new model vehicles. This approach will bridge the emotional gap between the customers and service providers which in turn leads to higher customer satisfaction.

15. 15 Customers at HONDA dealerships are mostly Younger/Elder age groups (25 – 45 years) More educated than customers visiting TOYOTA dealerships Business driven & White collar job holders at managerial/executive positions Quality & Time conscious and Attention seekers

16. 16 KEY: n = 100 n = 100 Aggregate Mean % score HONDA dealerships received higher satisfaction scores as compared to TOYOTA dealerships on almost all of the pre-defined attributes. Waiting time at reception and Post service follow-up are the key areas on which HONDA dealerships need further improvements to make their customers’ experience more appealing. Note : Closest to 100% is best Evaluation of Performance Indicators (% of Responses Mentioned as Satisfactory/Yes : ) (OVERALL)

17. 17 Reporting on Dichotomous Scale (%) - Overall Satisfaction Score (%) Overall Brand Wise Dealership Wise Aggregate Mean % Score - Breakup Age Wise Education Wise Region Wise Car Model Wise Note : Closest to 100% is best

18. 18 KEY: Evaluation of Performance Indicators (% of Responses Mentioned as Satisfactory/Yes : ) (HONDA DEALERSHIP WISE) Aggregate Mean % score HONDA ‘Township’ and ‘Fort’ dealerships are star performers as indicated by their aggregate satisfaction scores - even higher than aggregate score of HONDA dealerships. HONDA ‘City Sales’ and ‘Point’ dealerships received comparatively low ratings on most of the pre-defined attributes. Note : Closest to 100% is best Dealerships Sample Size HONDA City Sales 23 HONDA Fort 23 HONDA Gateway 12 HONDA Point 17 HONDA Township 25 Total Sample Size 100 25% 50% 75% 0% 100% 82% (Overall)

19. 19 CALCULATION OF NET PROMOTER SCORE – 10 point scale Promoters  (score 9-10) are loyal enthusiasts who will keep buying and refer others, fueling growth. Passives  (score 7-8) are satisfied but unenthusiastic customers who are vulnerable to competitive offerings. Detractors  (score 0-6) are the customers who can impede brand growth through negative word-of-mouth. n = 100 n = 100 Net Promoter Score % Detractors % Promoters % Passives Note : NPS closest to 100% is best Share of Endorsement of HONDA is slightly higher than TOYOTA which reflects higher incidence of positive word of mouth (Additional Question : Depiction of willingness to recommend)

20. 20 Key Driver Analysis (Which factors do contribute the most with respect to impact on overall likeability?) Cleanliness at dealership, Service time and Behavior of respective staff are the key driving factors of overall likeability for HONDA dealerships . (Predictive Analysis)

21. 21 HONDA GATEWAY HONDA CITY SALES HONDA FORT Spontaneous Associations – HONDA Dealerships Frequent violation of 1st come 1st serve service Most of the staff is under training process Misbehavior of staff during high customer traffic Wait for too long even after taking prior appointment I always inquired myself about next potential visit Professional appearance of staff Spacious waiting lounge Paint job staff should be more competent Charging for oil change service Wait for too long even after taking prior appointment Non functionality of reward point machine Comparatively high labor cost Cleanliness of working area Easy to approach location Availability of original spare parts Excessive delivery time of parts after approval on claim During waiting time, continuous updates on service status is not provided Less discount on cost of labor/spare parts Wait for too long even after taking prior appointment Professional approach of staff Offering of tea/coffee during waiting time More work stations at workshop Product knowledge of paint section staff Pleasant experience of waiting lounge

22. 22 Spontaneous Associations – HONDA Dealerships (Contd.) HONDA POINT HONDA TOWNSHIP Wait for too long even after taking prior appointment Comparatively high cost of labor/spare parts Frequent inaccurate estimates Not taking post service feedback Condition of tools Co-operative behavior of staff Non-punctuality of staff specifically rejoining after lunch break Lengthy process for insured cars Frequent un-attended appointment calls Co-operative behavior of staff Services at waiting lounge Reward point system Detailed explanation of after service precautionary measures Supervisor shares professional guidance after taking final try

23. 23 Age Group Education Occupation Age Group Education Occupation Respondent Profile

24. 24 Need for Research Research Objectives Research Dynamics Snapshot of Study Detailed Findings Appendix AGENDA

25. 25 1 st Approach (Reporting on Dichotomous* Scale – % Score) *Yes/No Scale

26. 26 Reporting on Dichotomous Scale (%) - Overall Satisfaction Score (%) Overall Brand Wise Dealership Wise Overall satisfaction of HONDA dealerships is higher than TOYOTA dealerships - The higher scores are mainly driven from educated younger age group, owners of 2017/18 model vehicles, visitors of HONDA ‘Township’ & ‘Fort’ dealerships Age Wise Education Wise Region Wise Car Model Wise Note : Closest to 100% is best

27. 27 Reporting on Dichotomous Scale (%) - Overall Satisfaction Score (%) Overall Brand Wise Dealership Wise It is perceived that waiting time at HONDA dealership is comparatively higher than TOYOTA dealerships – This perception was mainly come from among Educated Elders, Owners of comparatively new models, Visitors of HONDA ‘City sales’ and ‘Point’ dealerships Age Wise Education Wise Region Wise Car Model Wise Note : Closest to 100% is best

28. 28 Reporting on Dichotomous Scale (%) - Overall Satisfaction Score (%) Overall Brand Wise Dealership Wise Behavior of staff at HONDA dealerships is rated slightly better than competition. It is imperative that the staff behavior should remain unchanged i.e. without considering the ownership of car models - Owners of older car models are comparatively less satisfied from staff behavior at HONDA dealerships Age Wise Education Wise Region Wise Car Model Wise Note : Closest to 100% is best

29. 29 Reporting on Dichotomous Scale (%) - Overall Satisfaction Score (%) Overall Brand Wise Dealership Wise Ratings on accuracy of cost/time estimates of both HONDA and TOYOTA dealerships are almost at Par. It is noticed that Younger age group, Owners of slightly older vehicles and Visitors of HONDA ‘City Sales’ &‘Point’ feel the need of more accurate estimates to rate HONDA dealerships higher Age Wise Education Wise Region Wise Car Model Wise Note : Closest to 100% is best

30. 30 Reporting on Dichotomous Scale (%) - Overall Satisfaction Score (%) Overall Brand Wise Dealership Wise The ratings of HONDA in terms of service time at dealership are better than TOYOTA. The key contributors in higher ratings are appreciation from Educated Younger age group, Owners of 2017/18 car models and Visitors of HONDA ‘Township’, ‘Gateway’ &‘Fort’ dealerships Age Wise Education Wise Region Wise Car Model Wise Note : Closest to 100% is best

31. 31 Reporting on Dichotomous Scale (%) - Overall Satisfaction Score (%) Overall Brand Wise Dealership Wise The preference of HONDA dealerships in terms of meeting expectations of work performed is slightly ahead of TOYOTA. HONDA dealerships can magnify the expectation differential by focusing on higher expectations of owners of HONDA CITY, Visitors of HONDA ‘City Sales’ &‘Gateway’ Age Wise Education Wise Region Wise Car Model Wise Note : Closest to 100% is best

32. 32 Reporting on Dichotomous Scale (%) - Overall Satisfaction Score (%) Overall Brand Wise Dealership Wise With respect to provision of breakup of Labor/Parts cost on invoice , both HONDA and TOYOTA dealerships are at par with each other Age Wise Education Wise Region Wise Car Model Wise Note : Closest to 100% is best

33. 33 Reporting on Dichotomous Scale (%) - Overall Satisfaction Score (%) Overall Brand Wise Dealership Wise The incidence of providing guidance about next maintenance schedule is almost similar for both HONDA and TOYOTA dealerships. Among HONDA dealerships, this incidence is found the lowest in ‘City Sales’ Age Wise Education Wise Region Wise Car Model Wise Note : Closest to 100% is best

34. 34 Reporting on Dichotomous Scale (%) - Overall Satisfaction Score (%) Overall Brand Wise Dealership Wise The goodbye gesture from HONDA dealership staff received higher satisfaction score than TOYOTA. Keeping in view, overall satisfaction scores of HONDA on key performance indicators, goodbye gesture from staff must be ensured so that HONDA can make closing of every maintenance experience memorable Age Wise Education Wise Region Wise Car Model Wise Note : Closest to 100% is best

35. 35 Reporting on Dichotomous Scale (%) - Overall Satisfaction Score (%) Overall Brand Wise Dealership Wise Though HONDA dealerships received slightly higher scores on post service follow-up call/message but still there is a room for significant improvement across all the subgroups. Addressing this aspect will create an emotional bond between HONDA dealerships and their customers which will contribute to the overall imagery Age Wise Education Wise Region Wise Car Model Wise Note : Closest to 100% is best

36. 36 Reporting on Dichotomous Scale (%) - Overall Satisfaction Score (%) Overall Brand Wise Dealership Wise HONDA dealerships are perceived more clean than TOYOTA . The high appreciation is evident across most of the subgroups except among less educated segment Age Wise Education Wise Region Wise Car Model Wise Note : Closest to 100% is best

37. 37 Reporting on Dichotomous Scale (%) - Overall Satisfaction Score (%) Overall Brand Wise Dealership Wise Hospitality at HONDA dealerships during waiting time received comparatively high score. Owners of older car models rated the hospitality slightly low Age Wise Education Wise Region Wise Car Model Wise Note : Closest to 100% is best

38. 38 Reporting on Dichotomous Scale (%) - Overall Satisfaction Score (%) Overall Brand Wise Dealership Wise The HONDA dealerships staff has slightly more professional appearance than staff at TOYOTA dealerships. This holds true across almost all of the subgroups Age Wise Education Wise Region Wise Car Model Wise Note : Closest to 100% is best

39. 39 Reporting on Dichotomous Scale (%) - Overall Satisfaction Score (%) Overall Brand Wise Dealership Wise Satisfaction score from environment of waiting lounge at HONDA dealerships is higher than TOYOTA. To further widen this gap, the features of waiting lounge at HONDA ‘City Sales’ and ‘Point’ should be more appealing Age Wise Education Wise Region Wise Car Model Wise Note : Closest to 100% is best

40. 40 2 nd Approach (Reporting on Likert Scale – Weighted Average)

41. 41 KEY: n = 100 n = 100 Evaluation of Performance Indicators (Weighted Average of Responses Mentioned as Satisfactory/Yes : ) (OVERALL) Aggregate Weighted Average score Note : Out of 4 (Closest to 4 is best) HONDA dealerships received higher satisfaction scores as compared to TOYOTA dealerships on almost all of the pre-defined attributes. Waiting time at reception and Post service follow-up are the key areas on which HONDA dealerships need further improvements to make their customers’ experience more appealing.

42. 42 Aggregate Weighted Average Score - Breakup Weighted Average Score Overall Brand Wise Dealership Wise Age Wise Education Wise Region Wise Car Model Wise Note : Out of 4 - Closest to 4 is best Reporting on Likert Scale – Weighted Average - Overall

43. 43 KEY: Aggregate Weighted Average score Dealerships Sample Size HONDA City Sales 23 HONDA Fort 23 HONDA Gateway 12 HONDA Point 17 HONDA Township 25 Total Sample Size 100 1 4 3.19 (Overall) Note : Out of 4 (Closest to 4 is best) Evaluation of Performance Indicators (Weighted Average of Responses Mentioned as Satisfactory/Yes : ) (HONDA DEALERSHIP WISE) 2 3 HONDA ‘Township’ and ‘Fort’ dealerships are star performers as indicated by their aggregate satisfaction scores - even higher than aggregate score of HONDA dealerships. HONDA ‘City Sales’ and ‘Point’ dealerships received comparatively low scores on most of the pre-defined attributes.

44. 44 Overall satisfaction of HONDA dealerships is higher than TOYOTA dealerships - The higher scores are mainly driven from educated younger age group , owners of 2017/18 model vehicles, visitors of HONDA ‘Township’ & ‘Fort’ dealerships Weighted Average Score Overall Brand Wise Dealership Wise Age Wise Education Wise Region Wise Car Model Wise Note : Out of 4 - Closest to 4 is best Reporting on Likert Scale – Weighted Average - Overall

45. 45 It is perceived that waiting time at HONDA dealership is comparatively higher than TOYOTA dealerships – This perception was mainly come from among Educated Elders, Owners of comparatively new models of cars, Visitors of HONDA ‘City sales’ and ‘Point’ dealerships Weighted Average Score Overall Brand Wise Dealership Wise Age Wise Education Wise Region Wise Car Model Wise Note : Out of 4 - Closest to 4 is best Reporting on Likert Scale – Weighted Average - Overall

46. 46 Behavior of staff at HONDA dealerships is rated slightly better than competition. It is imperative that the staff behavior should remain unchanged i.e. without considering the ownership of car models - Owners of older car models are comparatively less satisfied from staff behavior at HONDA dealerships Weighted Average Score Overall Brand Wise Dealership Wise Age Wise Education Wise Region Wise Car Model Wise Note : Out of 4 - Closest to 4 is best Reporting on Likert Scale – Weighted Average - Overall

47. 47 Ratings on accuracy of cost/time estimates of both HONDA and TOYOTA dealerships are almost at Par. It is noticed that Younger age group , Owners of slightly older vehicles and Visitors of HONDA ‘City Sales’ &‘Point’ feel the need of more accurate estimates to rate HONDA dealerships higher Weighted Average Score Overall Brand Wise Dealership Wise Age Wise Education Wise Region Wise Car Model Wise Note : Out of 4 - Closest to 4 is best Reporting on Likert Scale – Weighted Average - Overall

48. 48 The ratings of HONDA in terms of service time at dealership are better than TOYOTA. The key contributors in higher ratings are appreciation from Educated Younger age group , Owners of 2018/19 car models and Visitors of HONDA ‘Township’ & ‘Fort’ dealerships Weighted Average Score Overall Brand Wise Dealership Wise Age Wise Education Wise Region Wise Car Model Wise Note : Out of 4 - Closest to 4 is best Reporting on Likert Scale – Weighted Average - Overall

49. 49 The preference of HONDA dealerships in terms of meeting expectations of work performed is slightly ahead of TOYOTA. HONDA dealerships can magnify the expectation differential by focusing on higher expectations of owners of HONDA CITY, Visitors of HONDA ‘City Sales’ &‘Gateway’ Weighted Average Score Overall Brand Wise Dealership Wise Age Wise Education Wise Region Wise Car Model Wise Note : Out of 4 - Closest to 4 is best Reporting on Likert Scale – Weighted Average - Overall

50. 50 With respect to provision of breakup of Labor/Parts cost on invoice , both HONDA and TOYOTA dealerships are at par with each other Weighted Average Score Overall Brand Wise Dealership Wise Age Wise Education Wise Region Wise Car Model Wise Note : Out of 4 - Closest to 4 is best Reporting on Likert Scale – Weighted Average - Overall

51. 51 The incidence of providing guidance about next maintenance schedule of HONDA is slightly higher than TOYOTA dealerships. Among HONDA dealerships, this incidence is found the lowest in ‘City Sales’ Weighted Average Score Overall Brand Wise Dealership Wise Age Wise Education Wise Region Wise Car Model Wise Note : Out of 4 - Closest to 4 is best Reporting on Likert Scale – Weighted Average - Overall

52. 52 The goodbye gesture from HONDA dealership staff received higher satisfaction score than TOYOTA. Keeping in view, overall satisfaction scores of HONDA on key performance indicators, goodbye gesture from staff must be ensured so that HONDA can make closing of every maintenance experience memorable Weighted Average Score Overall Brand Wise Dealership Wise Age Wise Education Wise Region Wise Car Model Wise Note : Out of 4 - Closest to 4 is best Reporting on Likert Scale – Weighted Average - Overall

53. 53 Though HONDA dealerships received slightly higher scores on post service follow-up call/message but still there is a room for significant improvement across all the subgroups. Addressing this aspect will create an emotional bond between HONDA dealerships and their customers which will contribute to the overall imagery Weighted Average Score Overall Brand Wise Dealership Wise Age Wise Education Wise Region Wise Car Model Wise Note : Out of 4 - Closest to 4 is best Reporting on Likert Scale – Weighted Average - Overall

54. 54 HONDA dealerships are perceived more clean than TOYOTA . The high appreciation is evident across most of the subgroups except among less educated segment Weighted Average Score Overall Brand Wise Dealership Wise Age Wise Education Wise Region Wise Car Model Wise Note : Out of 4 - Closest to 4 is best Reporting on Likert Scale – Weighted Average - Overall

55. 55 Hospitality at HONDA dealerships during waiting time received comparatively high score. Owners of older car models rated the hospitality slightly low Weighted Average Score Overall Brand Wise Dealership Wise Age Wise Education Wise Region Wise Car Model Wise Note : Out of 4 - Closest to 4 is best Reporting on Likert Scale – Weighted Average - Overall

56. 56 The HONDA dealerships staff has slightly more professional appearance than staff at TOYOTA dealerships. This holds true across almost all of the subgroups Weighted Average Score Overall Brand Wise Dealership Wise Age Wise Education Wise Region Wise Car Model Wise Note : Out of 4 - Closest to 4 is best Reporting on Likert Scale – Weighted Average - Overall

57. 57 Satisfaction score from environment of waiting lounge at HONDA dealerships is higher than TOYOTA. To further widen this gap, the features of waiting lounge at HONDA ‘City Sales’ and ‘Point’ should be more appealing Weighted Average Score Overall Brand Wise Dealership Wise Age Wise Education Wise Region Wise Car Model Wise Note : Out of 4 - Closest to 4 is best Reporting on Likert Scale – Weighted Average - Overall

58. 58 Need for Research Research Objectives Research Dynamics Snapshot of Study Detailed Findings Appendix AGENDA

59. 59 Among HONDA dealerships, share of endorsement of ‘Township’ & ‘Fort’ dealerships are highest; whereas, ‘City Sales’ received lowest willingness to recommend NPS Promoters Detractors Passives CIVIC CITY Xli/GLi ALTIS/GRANDE - - - - - TOYOTA Airport TOYOTA Cantt. TOYOTA Garden TOYOTA Jinnah TOYOTA Ravi TOYOTA Sahara TOYOTA Shaheen TOYOTA Township TOYOTA Walton DHA Gulberg Mall Road Thokar Niaz Baig Township 25 – 35 years 36 – 45 years 45 years of more NPS Promoters Detractors Passives Brand Wise CIVIC CITY Xli/GLi ALTIS/GRANDE Dealership Wise HONDA City Sales HONDA Fort HONDA Gateway HONDA Point HONDA Township - - - - - - - - - Region Wise DHA Gulberg Mall Road Thokar Niaz Baig Township Age Wise 25 – 35 years 36 – 45 years 45 years of more

60. 60 Perceptions of HONDA BR-V Customers n = 10 (Low base size)

61. 61 n = 10 (Low base size) Aggregate Mean % score Note : Closest to 100% is best Evaluation of Performance Indicators (% of Responses Mentioned as Satisfactory/Yes : ) (HONDA BR-V CUSTOMERS) Except ‘Waiting time at reception’ and ‘ Post service follow-up’, the customers of BRV rated HONDA dealerships high.

62. 62 Evaluation of Performance Indicators (Weighted Average of Responses Mentioned as Satisfactory/Yes : ) (HONDA BR-V CUSTOMERS) Aggregate Weighted Average score Note : Out of 4 (Closest to 4 is best) Except ‘Waiting time at reception’ and ‘ Post service follow-up’, the customers of BRV rated HONDA dealerships high. n = 10 (Low base size)

63. 63 Need for Research Research Objectives Research Dynamics Snapshot of Study Detailed Findings Appendix AGENDA

64. Address : 1 st Floor, 176-Y, Commercial Area, DHA, Lahore Tel : [phone] Fax : [phone] Regional Office - Karachi: Address : C-78, Block 2, Clifton, Karachi Tel : [phone] Head Office URL: www.iriscommunications.com.pk E-mail: [email protected]