Summary
A leading vehicle manufacturer in Uganda partnered with Zykrr to enhance its customer satisfaction levels, especially focusing on vehicle servicing experiences. By leveraging Zykrr’s advanced customer feedback tools, Bajaj achieved an impressive 94% CSI score, far ahead of competitors. Zykrr’s data-driven approach enabled them to address key areas like communication, accessibility, and service quality, positioning them as the leader in the Ugandan market for customer satisfaction.
Objective
In the competitive automotive industry, the manufacturer sought to refine their vehicle servicing experience and enhance customer satisfaction. Their goal was to better understand consumer needs and maintain their category leadership. With Zykrr’s expertise, they aimed to gather actionable insights that would help drive customer satisfaction and improve service quality.
The Challenge
Their Need, Our Expertise.
The manufacturer faced the challenge of navigating the complex landscape of customer satisfaction in Uganda. Their focus was on improving vehicle servicing experiences to meet the growing demands of customers, while also ensuring the availability of specialized parts to maintain their market position.
The Solution
Our Strategic Approach:
Zykrr provided a comprehensive solution designed to address the company’s specific needs. The collaboration began with in-depth surveys that gathered insights into customer preferences and pain points. Through Zykrr's data-driven analysis, the manufacturer gained actionable insights, which helped them tailor their services to meet customer expectations. Key recommendations included improving communication about service charges, ensuring the timely availability of specialized parts, and strengthening transparency in the servicing process.
“Zykrr has transformed the way we engage with our customers. The platform’s ability customer data and provide insights into their behaviour has helped us make informed data-driven decisions about our customer experience while the segment scores have helped us to create highly personalized experiences and targeted messaging for our various customer cohorts.”
VP – Digital Strategy
Bajaj Auto Ltd.
THE RESULT
Impact Delivered
The collaboration with Zykrr resulted in transformative outcomes for the manufacturer. Their commitment to customer satisfaction led to a highly loyal customer base, and their improved service experience further solidified their position as a market leader. Zykrr’s insights enabled the company to focus on key areas, such as enhancing communication and transparency, resulting in a significant boost in customer satisfaction and loyalty.
