Today’s automotive market is highly competitive. That is well understood. The importance of understanding the market before, during and after a sale remains a key priority. A company’s first concern must always be the quality of customers’ experiences. Clients, customers, consumers, operators, fleet managers…. whoever is making purchase decisions…. understanding their ‘voice’ is essential for your success in this constantly developing environment.
Whilst feedback on features of the vehicles themselves is always important, tracking performance of services offered to the customer, over time, is perhaps the most important element of feedback. Engagement levels, interaction satisfaction, delivery as expected are all key features integral to a quality customer experience which in turn is highly influential in future decision making.
The auto industry is not unique in the constantly evolving consumer behaviour and expectations. It’s a constant challenge to use reliable and innovative auto industry insights which will provide clear direction on today’s markets and the customers’ demands of tomorrow. ExpertEye’s automotive industry market research for Europe has become renowned as the most authoritative source of insights into both the fleet and consumer sectors. Our access to drivers, suppliers, retailers and service providers is second to none.
With ExpertEye’s proprietary online portal, our clients gain access to in-depth perspectives that quantify customer satisfaction and its relationship with key drivers and outcomes. Our 3D approach to research enables you to gain a deeper understanding of the total customer experience. You can use our customer satisfaction programmes to zero in on how satisfied customers are with the quality of an array of customer experience metrics.
What we stand for
Our clients rely on our innovative, rapid, first-class benchmarking, research and enterprise feedback management services across Europe to keep them at the forefront of their industry.
Not known for resting on their laurels, the ExpertEye team is constantly looking for new and better services which will assist the automotive industry in understanding their market. Whether this is a new analysis technique, a new delivery mechanism, or a different view on an existing market, we constantly strive to maintain our reputation as being the industry’s leading research agency for the European automotive industry.
The feedback we provide to our clients continually emphasises the need for keeping customers happy: ExpertEye has a 94.2% Customer satisfaction rating (Yes we do practice what we preach!). In 2016 we created a new quality charter to ensure all our programmes are kept at the highest standards, and we pride ourselves on our open and honest relationships with all our customers.
Whilst true advocates of the value of research and insights to an organisation – that is: it is critical! – we are constantly aware of the cost pressures of our customers. We aim to produce projects which deliver the maximum punch for the budgets available. Whilst we will never cut corners in the delivery of a project, we will look to produce it in the most efficient manner. Right first time is the company’s ethos!