E2W Dealer Service Experience & Customer Advocacy Behaviour Survey
Measure how E2W owners evaluate service quality, compare dealership touchpoints, and choose whether to recommend or return, so you can fix retention gaps, sharpen advocacy conversion, and benchmark dealer-level loyalty performance.
CONTEXT & RELEVANCE
Why run this survey now
Most E2W brands don't lose repeat buyers purely on vehicle performance. They lose them due to slow service turnaround, untrained technician handling, opaque spare parts pricing, poor complaint resolution, and weak post-service follow-up, none of which fully show up in dealer MIS reports or warranty claim data.
If you are...
- OEM aftersales network head
- Dealer principal, E2W franchise
- EV product planning manager
- Fleet sales or B2B channel lead
- Customer retention strategy lead
You're likely facing...
- Service NPS vs repeat purchase gap
- Technician trust: OEM vs local
- Spare parts wait: loyalty breaker
- First service drop-off pattern
- Advocacy conversion: silent vs vocal
This will help answer...
- Service drivers of repeat purchase
- Drop-off stage in service journey
- Segment-wise advocacy triggers
- Pricing tolerance: AMC vs pay-per-visit
- Switching intent after poor service
RESEARCH THEMES
What This Survey Investigates
Eight interconnected research themes that map the complete E2W owner journey from dealership visit to post-service advocacy.
Service Discovery
- First service touchpoint channel
- Booking method, walk-in vs. scheduled
Drop-off Experience
- Vehicle check-in process quality
- Service advisor communication at handover
Workshop Quality
- Technician competence, EV-specific repairs
- Parts availability, genuine vs. aftermarket
Turnaround & Transparency
- Promised vs. actual delivery time
- Mid-service update frequency
Billing & Value
- Cost perception, AMC vs. pay-per-visit
- Invoice clarity, line-item breakdown
Pickup & Delivery
- Vehicle condition at collection
- Post-service walkthrough, technician explanation
Loyalty & Retention
- Repeat visit intent, dealer switching triggers
- Loyalty programme awareness, redemption rate
Advocacy & Referral
- Word-of-mouth trigger, peer recommendation rate
- Online review behaviour, platform preference
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 Dealer Service Experience & Customer Advocacy Behaviour 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 retail and aftersales space.
E2W service channel preference & friction mapping (India)
OBJECTIVE
WHAT WE DID
DELIVERED
E2W service channel preference & friction mapping (India)
E2W aftersales messaging & dealer positioning audit (West India)
E2W service channel preference & friction mapping (India)
OBJECTIVE
A pan-India E2W brand needed to isolate why first-year owners and second-year owners diverged sharply on authorised service centre usage versus third-party mechanic preference , and which friction points drove that split.
WHAT WE DID
Ran a structured quant survey across 14 cities with 480 E2W owners, capturing service visit frequency, wait time tolerance, technician trust scores, parts availability perception, and stated reasons for channel switching after the first scheduled service.
DELIVERED
A channel defection friction list ranked by ownership cohort, a service touchpoint priority map by city tier, and a set of retention levers tied to specific service visit stages where owner confidence dropped most sharply.
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, ICE-to-EV switchers and multi-vehicle fleet owners?
How will you measure dealer service preference beyond simple ratings?
Will the survey map the full post-purchase service journey and drop-offs?
Can this survey inform product and pricing strategy?
How will findings improve our dealer network expansion and retention targets?
Still have questions?
Schedule a discovery call to discuss your specific needs and get a custom quote.