E2W Consumer Unmet Dealer Service & Ownership Cost Advisory Survey
Capture how E2W owners evaluate dealer service quality, compare total ownership costs, and navigate post-purchase support gaps, so you can sharpen retention positioning, fix pricing communication, and convert service dissatisfaction into loyalty.
CONTEXT & RELEVANCE
Why run this survey now
Most E2W owners don't defect from a brand purely on vehicle performance. They defect due to opaque service pricing, unresolved range anxiety, dealer trust erosion, inconsistent AMC value, and hidden ownership cost surprises, none of which fully show up in warranty claim data or dealer satisfaction scores.
If you are...
- OEM aftersales or product planning lead
- Dealer network development head
- EV fleet or B2B sales lead
- Ownership cost or pricing strategist
- Corporate strategy or GTM planning head
You're likely facing...
- Service cost opacity vs. ICE comparison
- AMC uptake drop after first service
- Dealer trust gap: urban vs. Tier 2
- Ownership cost confusion: real vs. perceived
- Repeat purchase stall at renewal window
This will help answer...
- Top ownership cost friction points
- Service drop-off stage and trigger
- Segment split: fleet vs. personal owners
- Fair AMC pricing and tenure range
- Repeat purchase vs. brand switch drivers
RESEARCH THEMES
What This Survey Investigates
Eight interconnected research themes that map the complete E2W owner journey from dealership visit to long-term retention.
Dealer Discovery
- First touchpoint, channel source
- OEM brand vs. dealer reputation
Purchase Triggers
- Subsidy timing, fuel cost parity
- Commute range vs. ICE switch
Dealership Experience
- Sales staff EV knowledge gaps
- Test ride, demo bay availability
Service Access
- Authorised service centre proximity
- Scheduled vs. breakdown visit ratio
Ownership Costs
- Actual vs. estimated annual spend
- Battery replacement cost anxiety
Unmet Service Needs
- Diagnostics transparency, repair TAT
- Spare parts availability, wait time
Loyalty & Advocacy
- Repurchase intent, OEM switching signals
- Referral behaviour, community participation
Competitive Benchmarks
- Cross-OEM service satisfaction scores
- ICE vs. E2W total cost perception
SAMPLING STRATEGY
Tell us about your ideal sample
Help us understand your target respondent profile. Select what applies, we'll design the optimal sample plan based on your inputs.
METHODOLOGY
Survey approach
For the E2W Consumer Unmet Dealer Service & Ownership Cost Advisory Survey, we recommend a quant-first design with flexible data-collection modes to balance reach, depth, and verification.
EXECUTION PROCESS
How we execute
A proven 9-step process from scoping to delivery, designed to ensure quality, speed, and actionable insights.
Define the decision frame
Confirm objectives, target cohorts, geographies, and reporting cuts
Define the decision frame
Design the instrument
Build workstream modules mapped to outputs (drivers, friction, pricing, retention, trust)
Design the instrument
Lock the questionnaire
Review wording, sequencing, LOI, and competitive context; approve final version
Lock the questionnaire
Pilot and calibrate
Test comprehension and ease quality; refine quotas and remove friction where needed
Pilot and calibrate
Run fieldwork
Execute collection with active quota management and feasibility controls
Run fieldwork
Assure quality
Dedupe, attention checks, speed/consistency rules, removals with audit trail
Assure quality
Prepare the dataset
Clean data and deliver codebook/variable definitions
Prepare the dataset
Analyse and synthesise
Driver ranking, leakage diagnostics, pricing bands, segment insights
Analyse and synthesise
Deliver and align
Executive deck (optional dashboard) and leadership readout with recommendations
Deliver and align
COMMERCIAL TERMS
Request a Commercial Proposal
Pricing depends on cohort, geography, sample size, approach, LOI, and deliverables. Configure below for an indicative estimate.
Select Sample Size
Geography
Select Mode of Survey
Length of the Interview
$0.00
+ applicable taxes
Cost Breakdown
Note: Estimate is indicative only. Final pricing is subject to scope finalization after discovery call.
REFERENCE CASELETS
Reference
Real-world examples of survey work in the electric two-wheeler ownership and service space.
E2W post-purchase service friction & channel preference (India)
OBJECTIVE
WHAT WE DID
DELIVERED
E2W post-purchase service friction & channel preference (India)
Total cost of ownership perception & messaging territories (India)
E2W post-purchase service friction & channel preference (India)
OBJECTIVE
A pan-India E2W brand needed to isolate where first-year owners and second-year owners diverge on authorised service centre visits versus third-party repair , and which friction points drive that split.
WHAT WE DID
Ran a structured quant survey across 600 E2W owners in 8 cities, capturing service visit frequency, wait time tolerance, spare parts availability perception, and cost-versus-convenience trade-off scores by ownership tenure and city tier.
DELIVERED
A service channel preference map by ownership cohort, a ranked friction list across 6 authorised service touchpoints, and a set of retention levers tied to specific tenure windows in the ownership cycle.
FREQUENTLY ASKED QUESTIONS
Common Questions
Answers to frequently asked questions about this survey mandate.
What decisions will this survey enable?
Who is the buyer vs who are the respondents?
Can we see differences between first-time E2W buyers, upgrade buyers and fleet operators?
How will you measure dealer service preference beyond simple ratings?
Will the survey map the full ownership and aftersales journey and drop-offs?
Can this survey inform product and pricing strategy?
How will findings improve our dealer network development and retention targets?
Still have questions?
Schedule a discovery call to discuss your specific needs and get a custom quote.