The automotive sector is expanding steadily alongside rapid electrification, creating a dynamic customer landscape.
The industry is valued at about USD 121.5 billion with demand exceeding 5.15 million vehicles, while electric mobility is accelerating with over 2 million EVs sold and double-digit growth in adoption.
This transition is driven by rising incomes, financing access, and policy-backed electrification initiatives that are reshaping product portfolios and ownership patterns across vehicle segments.
The India Automotive customer satisfaction surveys help manufacturers and dealers track experience across purchase, charging, service, and ownership journeys during the EV transition.
Importance of Automotive Customer Satisfaction Surveys
It reveals how electrification, charging access, digital interfaces, and aftersales support reshape expectations across the ownership journey. Automakers can detect loyalty risks, prioritize service improvements, refine EV offerings, and align products and experiences with rapidly evolving mobility behaviors and competitive differentiation needs during transition.
- It uncovers satisfaction gaps between EV and conventional vehicle owners.
- It links service quality with repurchase and brand advocacy outcomes.
- It guides charging, software, and support ecosystem enhancements.
- It benchmarks dealer and digital experience consistency.
- It informs retention strategies in a shifting mobility landscape.
Strategic Value of Automotive Customer Satisfaction Survey for Growth
We choose automotive customer satisfaction surveys because they provide structured insight into how buyers and service customers perceive vehicle quality, dealership experience, aftersales support, and brand trust across the ownership journey. This clarity enables manufacturers and dealers to identify satisfaction drivers, resolve service gaps, and strengthen loyalty in a competitive mobility market.
It means systematically capturing customer feedback at key touchpoints such as purchase, delivery, servicing, and issue resolution, then translating responses into measurable performance indicators. These surveys link customer experience with retention, repeat purchase, and advocacy outcomes, guiding operational improvements that directly support automotive brand growth and dealer network performance.
Nexdigm’s Customer survey Enablement Tools
Unified Customer Experience Measurement Framework
Nexdigm deploys an integrated automotive experience measurement model linking digital, dealer, service, and charging touchpoints. Standardized survey instruments and journey mapping ensure feedback is captured consistently across channels.
Lifecycle Feedback Automation
Automated triggers collect feedback after key ownership events such as delivery and software updates. Mobile-first micro-surveys and QR touchpoints improve response during post-purchase phases. This strengthens ownership feedback coverage and corrects acquisition-stage bias, ensuring long-term satisfaction and retention drivers are continuously measured.
EV Experience Attribute Modeling
Nexdigm maintains dynamic EV satisfaction frameworks covering charging access, range confidence, digital interfaces, and update reliability. Attribute libraries are updated as technology and usage evolve. Advanced text analytics capture emerging concerns from open feedback.
OEM–Dealer Data Integration Layer
A secure data integration architecture unifies manufacturer, dealer, and service datasets into a common analytics environment. Customer IDs, transaction histories, and service records are harmonized to build lifecycle views. Dashboards link operational metrics with satisfaction outcomes, overcoming data silos and enabling coordinated OEM–dealer experience improvements.
Nexdigm’s Case:
A global automotive OEM partnered with Nexdigm to redesign its EV customer satisfaction program across dealerships and digital channels. Integrated lifecycle surveys and OEM–dealer data dashboards revealed charging experience gaps and inconsistent service handovers. Within one year, EV service satisfaction improved by 18 points and repeat purchase intent rose 12%.
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Harsh Mittal
+91-8422857704