What We Do

  • Dealer NPS diagnostic
  • Vendor NPS diagnostic
  • Employee NPS diagnostic
  • Customer NPS diagnostic
  • Market potential assessment
  • Vehicle features prioritization research
  • Auto finance process benchmarking
  • Competitive benchmarking
  • Marketing effectiveness
  • Car clinic
  • New product launch effectiveness
  • Sales mystery shopping
  • After sales mystery shopping
  • Brand tracking / perception analysis
  • Category needs assessment
  • Dealer sales comparison
  • New dealer need assessment, identification & performance evaluation criteria
  • After-sales service performance assessment
  • Vendor identification study
  • Unit economics benchmarking
  • Rejecter research
  • Booking cancellation research
  • Product improvement research

Related Case Studies

Competitive Benchmarking for a 4W Passenger Vehicle OEM

Competitive Benchmarking for a 4W Passenger Vehicle OEM

Objective

  • The client is one of the leading OEM in 4W segment and wanted to get a 360-degree view of its next biggest competitor

Methodology

  • PGA Labs conducted detailed in-depth discussions with key stakeholders across various departments like product design, marketing, dealer management, vendor management etc.

Impact / Outcome

  • The client was provided detailed insights about each competitor in the area of product design - Key product features, USPs etc.
  • Marketing – Marketing strategies & channels used, measures of effectiveness.
  • After Sales- Number of workshops (owned, dealer workshops, Authorized standalone workshops), their geographic spread, typical size e.g., number of bays, number of Job cards in a month and other key metrics.
  • Dealer Network Management- Dealer count & geographic spread, dealer identification process, dealer appointment, channel performance monitoring and benchmarks etc.
  • Vendor Management- Key vendors and their locations, key products supplied to the competition OEM, payment terms etc.
  • Business strategy- New products to be launched, new markets identified for entry, customer centric programs etc.
  • The insights generated through the study helped the client get a detailed understanding of its closest competitor
Competitive intelligence tracking for a two-wheeler rental player

Competitive intelligence tracking for a two-wheeler rental player

Objective

  • The client is a 2 wheeler rental player and wanted to track key operational metrics like # vehicles, # trips per vehicle per day, % utilization, # customers, % repeat customers, average & gross booking value) of competitor vs own in key cities for a period of 6 months
  • The objective was to cover a good mix of micro-markets and regularly track metrics for a quantum period to get insights into areas of improvement

Methodology  

  • PGA Labs conducted customer survey across the identified micro-markets major cities with target customer population.
  • PGA Labs field team visited pick up and drop locations, demand centers and hubs, and spoke to ground staff and customers at actual locations to get real time insights. The team also conducted Mystery shopping exercises across various micro-markets
  • The PGA Labs team also spoke to competition fleet operation managers of competition to understand their operations and metrics
  • The team then built an overall model to triangulate and scale the metrics across different players.

Impact / Outcome

  • Based on the study track the client was able to understand how the competition was growing month-on-month in key cities
  • The client was also able to benchmark and compare operational and performance metrics like fleet size, utilization, customer acquisition rate etc. of self with different players, along with the best practices creating highest impact
  • This gave the client the required market insights and understanding to build and launch initiatives to improve it’s own performance across various parameters
Customer survey to understand the reason behind the rejection of a newly launched passenger vehicle model, and ways to mitigate the rejection and improve customer acceptance

Customer survey to understand the reason behind the rejection of a newly launched passenger vehicle model, and ways to mitigate the rejection and improve customer acceptance


Objective


  • The client is a leading PV OEM and had recently introduced a new model in the market, which was not performing as per the expectations and had received pushback from the customers.
  • The client wanted to understand customer behaviour, the customer pain points and the reasons for rejection, and wanted insights on ways to mitigate the vehicle rejection.

Methodology


  • PGA Labs conducted customer survey across 4 major cities with target customer population.
  • The customers were asked their pain points and the key reasons for not accepting the new product (model
  • The rejection reasons were classified into different categories to get deeper insights e.g., Performance perception (Mileage, maintenance etc.), design issues (built quality, sturdiness, safety etc.), psychographic (brand perception and personal image etc.) 
  • Customers were also asked their expectations on the key rejection reasons highlighted during the study

Impact / Outcome


  • Based on the study, the client was able to understand the key pain points faced by the potential customers and get critical insights on reasons for rejection. This helped the OEM to take corrective measures and improve the acceptance of the model in the market.
Assessment of reefer truck market in India

Assessment of reefer truck market in India

Objective

  • The client is a leading international automotive manufacturer and was interested to know the refrigerated truck (reefer truck) market in India

Methodology

  • PGA Labs conducted a detailed secondary research to understand the industry dynamics of reefer truck and cold chain requirements of various industries. It further conducted detailed in-depth discussions with consumers of cold chain services like F&B, Pharma etc. to understand their need of cold chain services
  • PGA Labs also conducted competition discussions to understand the models, features as well as trends in reefer truck segment with respect to customer demand and government regulations

Impact / Outcome

  • The client was provided with an understanding the cold chain and reefer truck market in India
  • The client was able to make strategic decisions on their reefer truck initiatives after understanding the consumer cold chain applications and logistic services in India
Customer perceived value assessment and prioritization of vehicle features

Customer perceived value assessment and prioritization of vehicle features

Objective

  • A leading commercial vehicle OEM was looking to launch new CV (truck) models and hence wanted to understand the value that the current and potential fleet owners perceive from the vehicles from a product feature perspective

Methodology

  • PGA Labs conducted detailed discussion with N=100 fleet owners of different fleet size and brand composition
  • The objective of these discussions was to understand the owner’s perspective on the current features, and their perception of the benefits on the proposed new features, their criticality from priority point of view along with the price willingness

Impact / Outcome

  • The client was provided with an understanding of the customer (fleet owners) perceived value of the current and the proposed vehicle features by model type
  • The client was able to understand the criticality of the features and their priority as perceived by customers. This helped them bucket the features basis model, customer category etc. and decide on the inclusion & exclusion of the features in their vehicle design
Customer survey to understand bus usage behaviour, key purchase criteria, pain points, and NPS of daily commute apps

Customer survey to understand bus usage behaviour, key purchase criteria, pain points, and NPS of daily commute apps

Objective

  • The client had built a transit app which provides real-time public transit data and help commuters in journey planning and transit
  • The client wanted to understand customer behaviour, KPC and pain points during daily commute for different modes of transportation with major focus on bus commuters, along with NPS and tech adoption for daily commute

Methodology

  • PGA Labs conducted customer survey across 2 cities with target company’s major presence, with a focus on different customer segments based on annual income, most used mode of vehicle for daily commute, gender etc.
  • Customers were asked about the frequency of usage of each mode of vehicle, spend on daily commute via bus, reasons to prefer buses over other vehicle types and pain points during usage of buses
  • Customers were also surveyed on tech adoption for daily commute and NPS of various daily commute apps

Impact / Outcome

  • Based on the study, the client was able to understand the KPCs, major pain points faced by the bus commuters and usage and NPS for various apps used to assist during daily commute

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