#4 Track your performance and make data-driven decisions
A study by technology consultancy Bearing Point shows that relationships between OEMs and their customers increasingly involve third parties.
As a result, it’s becoming more difficult for OEMs to access information about customer preferences and behavior.
That’s why it’s more important than ever for OEMs to find new ways of gathering and analyzing customer data.
Data collection and analysis help you make informed decisions and allocate service resources efficiently.
You can measure the performance of your after-sales service by tracking metrics such as:
First response rate
Resolution rate
Average handling time
Retention rate
Net promoter score (NPS)
Use this data to identify which areas of your after-sales service need improvement.
For instance, these metrics can help you find cost-saving opportunities and optimize resource allocation.
