Consumer electronic product and the methods of repair are changing. Manufacturers require knowing the areas of service required to support the independent and authorised repair centres.
Business Challenge
To identify the areas of service and support required by the dealers and authorised service centres and to judge the level of performance delivery compared to competitors. To ensure that scarce financial and manpower resources are appropriately prioritised and applied.
Solution
Telephone survey to the UK repair networks sponsored by a number of consumer electronics manufacturers who share information. Detailed 5 year trends and competitive comparisons are the strength of the feedback received.
Results
The audit identified potential weaknesses in the service organisations and both established and prioritised the areas of service support required to remedy the situations and gain a competitive edge.
