Nov 26

Customer Engagement & Dealer Satisfaction study for a leading HVAC player

Feedback carried out the Customer Engagement & Dealer Satisfaction study for this leading HVAC player and provided key insights into the health of the engagement

Engagement Background

  • The client is one of the leading players in the air conditioning and commercial refrigeration industry
  • Feedback has been carrying out the Customer and Dealer Engagement Studies for this client for the last 3 years
  • Scope of work spread across their Residential air conditioners + Refrigerated products + MEP projects + *Commercial AC divisions

*this case study focuses on the approach for this division

Mode (Commercial AC division)

Telephonic interviews with

  • Chillers ~ 100 respondents
  • Ducted systems ~ 350 – 400 respondents
  • VRF – ~100 respondents
  • Channel partners – ~ 300 respondents

Focus Areas (Commercial AC division)

To gather contextual inputs we created questionnaire variants for New & AMC Customers. The questionnaire focused on capturing feedback on

  • Key expectations of Customers & Dealers
  • Satisfaction on Performance Parameters : Pre Sales, Project Mgmt, Commercials, Delivery, Installation, Periodic maintenance, break down service etc to identify the key drivers of customer satisfaction
  • Residual Opinion of customer & dealers on business outcomes of Satisfaction, Willingness to continue using / working with, willingness to recommend & perceived value
  • Awareness level of initiatives put in place + And other focus areas

Key Insights (Commercial AC division)

  • Recent buyers had higher experience scores. AMC and not in contract users reported lower experience scores. The primary reason identified was the responsiveness of the service team
    • Based on the findings we suggested that for each account, the client create an escalation matrix with a clear complaint handling process.
    • Also suggested the implementation of a KPI led tracking mechanism with the service channel partners
  • Client had an overall better Best in Class perception among customers in the South region esp. in the Cold warehouses segment. However at an India level, there was a scattered mindshare among competitors across segments.
  • Expectations were hardening among their National accounts. Even though these was a dedicated account manager, there were process improvements to be carried out around responsiveness, delayed deliveries and service.

Feedback Insights

Feedback Insights is a B2B2C focused Research led Consulting firm - specializing in Stakeholder retention services - (Customer / Employee / Channel Partners / Vendors / Investors Management), Brand Assessments, Experience Improvement Programs, Custom Research, etc. We are a listening partner of choice of over 600 firms in India and globally.