Evaluating a new vehicle's high problem per 100 rate

A high-volume luxury car manufacturer from Europe wanted to better understand the high problem-per-100 quality rating on two new product introductions in the United States.

Designed on-sight evaluation with the customers’ own vehicle while the client engineers observed the static and test drive interviews in order to assess 17 major functional areas of the vehicles.

The engineers were very pleased with the feedback that they received from customers, in which they were able to better understand how a customer could rate the vehicle poorly with numerous problems while expressing high praise for the manufacturer and the brand and still intending to replace their vehicle in the with another model from that manufacturer. SRI was able to hold:

–Two days of workshops utilizing data in Europe for engineers

–A presentation to C-Suite and board members of the OEM

–A second companion study later in the year in Germany

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