Management of a Client Satisfaction Efficiency strategy for a car manufacturer

Context & Objectives

Our client is a leading car manufacturer that has launched a strategy to improve customer satisfaction based on data at all levels of its value chain: vehicle design, sales/after-sales through dealer networks, and the series of vehicles’ lives.

The consultant’s objective was to support our client in
Building a global tool for managing customer satisfaction and deploying the strategy in all of the company’s key departments.

Procedural approach

• Development of a data-based customer satisfaction strategy (design thinking, customer journey, the moment of truth, measurement points, etc.)
• Implementation of a Big Data platform, specialised in customer satisfaction and based on Data Mesh concepts
• Implementation of Data science models (Shapley, Kano, NLP, ML) and the Agile method for the development of visualisation tools
• Global deployment and change management

Results

• Optimisation and better allocation of guarantee budgets on high impact CSAT subjects
• Reduction of the production cycle of a new vehicle due to easier access to customer returns
• Gains in engineering productivity thanks to the use of collected data
• Implementation of quality War Rooms to process customer feedback following the launch of a new model
• Deployment of a CSAT management system in the network