Understand customer behavior and respective service at dealerships in the network for improvement and decision-making processes.
Planning and implementation of the after-sales market intelligence project included research and analysis of consumer behavior regarding dealerships, products, services, and sales and technical support. Mystery shopping surveys were conducted throughout Brazil, as well as parallel market research, benchmarking, and analysis, with proposed improvements and opportunities identified. The results of this project enabled agility in decision-making and the implementation of corrective and preventive actions in the after-sales sector. Based on the information generated by the project, new products are being launched to improve dealerships' competitiveness.