Case Story: e-Quality - Managing Consumer Quality Concerns
Client Issue
Our client needed to get feedback on vehicle quality direct from new owners and to get this to their engineers based in different markets in the fastest possible time to enable these concerns to be addressed.
GfK Automotive Solution
Our solution was to create an interactive web portal in which engineers from different countries could see the specific feedback and verbatim comments from interviews within 24 hours, translated into the specific languages of the countries involved.
New owners were called one month after purchase and taken through a short questionnaire to check on what, if anything, had gone wrong with their cars. Verbatim responses were translated into four different languages depending on requirements. Comments were loaded onto an interactive website, so that by the afternoon following the interview, an engineer at the factory in one market could see a comment from, say, a Spanish car owner, not just in the original Spanish, but also translated into their own language.
The programme enabled faster fixes of production problems leading to improved vehicle quality and reduced costs for the client.
In addition the website was developed to enable the Client’s Customer Service department to access these customer concerns and work with the local dealer to get the car fixed at the earliest opportunity.
More information
Francisco Lopez Ramirez
Managing Director
+44 (0) 20 7890 9300
Francisco.LopezRamirez@gfk.com