Objective 1
Diagnose Customer Experience Across Touchpoints
Assess customer perceptions across sales, delivery, service, and post-sales interactions to identify key satisfaction drivers and recurring pain points impacting C-SAT and NPS.
Client
Mahindra Group
Engagement Owner
Business Head – Customer Experience
Industry
United Arab Emirates
Geography
India
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Mahindra Group, founded in 1945, is a diversified multinational conglomerate headquartered in Mumbai, with operations spanning automotive, agriculture, aerospace, IT, financial services, and renewable energy. Within the automotive segment, Mahindra is a leading manufacturer of SUVs, tractors, and electric vehicles, with a strong focus on innovation, sustainability, and customer-centricity.
As competition intensified and customer expectations evolved across digital and physical touchpoints, Mahindra sought to systematically diagnose customer experience gaps, benchmark service performance against peers, and implement data-backed interventions to improve Customer Satisfaction (C-SAT) and Net Promoter Score (NPS) across business units.
Strategic consulting objectives designed to provide actionable insights and sustainable competitive advantages
Assess customer perceptions across sales, delivery, service, and post-sales interactions to identify key satisfaction drivers and recurring pain points impacting C-SAT and NPS.
Evaluate competitor service models, loyalty initiatives, and engagement practices to identify differentiation gaps and improvement opportunities.
A systematic, multi-faceted approach combining rigorous research with strategic consulting expertise to deliver measurable results
Executed a large-scale nationwide survey covering diverse customer segments and regions to capture granular insights on experience quality, expectations, and dissatisfaction drivers.
Performed a structured competitive analysis of leading automotive players, benchmarking service offerings, loyalty programs, and customer engagement initiatives.
Delivered a strategic roadmap outlining high-impact interventions across service processes, dealer engagement, digital touchpoints, and loyalty programs to drive measurable CX improvements.
Surveyed 5,500+ customers across India , identifying five critical service pain points impacting C-SAT by up to 18% .
Benchmarked 10+ competitors , uncovering three actionable CX differentiation levers for Mahindra to strengthen customer loyalty.
Enabled a ~10% improvement , translating into a 5–7 point increase in C-SAT and NPS within 12 months , driven by targeted service and loyalty initiatives.
-— Business Head, Mahindra Group
— Director, Yash Highvoltage Insulators