India’s automotive sector exceeds USD 240 billion, spanning passenger vehicles, two-wheelers, and services. Intense brand proliferation and EV launches have expanded consumer choice nationwide. In this scale-driven market, satisfaction gaps quickly translate into lost lifetime value.
A rigorous consumer satisfaction survey reveals drivers of purchase, usage, and advocacy across segments. A well conducted consumer satisfaction survey translates fragmented experiences into measurable insight areas. These insights typically cover:
- Feature satisfaction by model, powertrain, and price band.
- Dealer interaction quality across sales, delivery, and service journeys.
- Ownership pain points driving churn, complaints, and negative word-of-mouth.
- EV readiness perceptions on range, charging, and total cost.
- Brand advocacy and referrals.
Nexdigm India Automotive Consumer Satisfaction Survey Offering
| Service | Description | Benefit |
| Voice of Customer program design and sampling architecture framework setup | Define objectives, questionnaires, channels, quotas, and respondent recruitment plans methods | Ensures representative coverage and reliable benchmarks across segments nationwide consistently |
| Multi touchpoint journey measurement across sales delivery and service interactions | Collect ratings at inquiry, booking, purchase, onboarding, maintenance, complaint stages | Pinpoints drop offs and prioritizes fixes improving conversion retention outcomes |
| Dealer network experience audit and frontline process diagnostics assessment framework | Mystery shopping, call audits, facility checks, and staff behavior scoring | Standardizes service delivery and elevates brand perception at dealerships nationwide |
| EV ownership readiness and charging ecosystem perception study benchmarking module | Assess range anxiety, charging access, costs, incentives, and usage patterns | Guides EV launches, infrastructure partnerships, and targeted consumer education programs |
| Advanced analytics and driver modeling linking satisfaction to outcomes metrics | Regression, text mining, segmentation, and key driver importance modeling techniques | Quantifies impact on sales, loyalty, and service revenue growth clearly |
Real World Benefits of Automotive Consumer Satisfaction Survey Insights
- Sampling redesign improves representativeness: Expanded rural quotas and vernacular outreach correct urban skew, revealing unmet service expectations across regions. Sampling architecture and recruitment controls enable precise gap detection and support dealer resource allocation aligned to demand patterns.
- Journey tracking resolves delivery friction: Booking-to-handover mapping highlights documentation delays, accessory pressure, and communication gaps. Journey measurement frameworks enable standardized checklists, transparent status updates, and coordinated dealership processes that reduce uncertainty.
- Dealer audit standardizes experience: Structured mystery shopping and facility diagnostics identify quotation variability, hygiene lapses, and queue inefficiencies. Audit insights guide training, signage, and workflow protocols that align frontline practices and strengthen trust.
- EV perception studies guide infrastructure strategy: Charging accessibility perceptions across city tiers surface apartment constraints and public infrastructure expectations. EV readiness analytics inform partnership priorities, rollout corridors, and location planning aligned to adoption barriers.
- Driver modeling optimizes value propositions: Satisfaction driver linkage to repurchase intent and service spend clarifies the role of transparency and ownership costs. Insights support redesign of warranty messaging, price menus, and aftersales engagement to reinforce loyalty.
Nexdigm Case
Despite a 220 dealer network expansion and an 18% increase in sales, a major Indian automaker experienced declining customer satisfaction. There was no quantified diagnosis for complaints about unclear service pricing, dealer inconsistency, and delivery delays. In order to survey 12,000 consumers and service users in 40 cities, the company hired Nexdigm. According to Nexdigm modeling, 62% of dissatisfaction was caused by delivery communication and after-sales transparency. Within a year, standardized updates and service price menus reduced complaints by 27% and increased service retention by 14%.
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Harsh Mittal
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