01
Client context
The brand's online ratings were slipping, driven by complaints about installation and service.
02
Business challenge
Customer feedback was scattered across call-centre logs, reviews and dealer reports, with no single measure.
03
Research objective & questions
Establish an NPS baseline, identify loyalty drivers and set up ongoing touchpoint measurement.
- How likely are customers to recommend the brand versus competitors?
- Which stages of the journey drive promoters and detractors?
- How do experiences differ by product, city and channel?
- Which fixes would lift loyalty most?
04
Methodology & approach
- Relationship NPS survey
- Recent buyers across products and cities.
- Touchpoint surveys
- After delivery, installation and service visits.
- Driver analysis
- Attributes most linked to recommendation.
- Detractor call-backs
- Follow-up interviews with unhappy customers.
05
Sample & geography
- ~2,000 NPS survey responses
- ~40 detractor interviews
- Geography — India (multi-region)
06
Key findings
- Installation delays were the biggest source of detractors.
- Product quality was rated highly; service follow-up was not.
- Customers buying online had lower NPS than store buyers because of delivery coordination.
- Detractors who received a call-back often became neutral or positive.
07
Business implications
- Commit to installation time slots and tracking.
- Introduce closed-loop call-backs for detractors.
- Fix delivery-to-installation hand-offs for online orders.
08
Outcome
The brand received an NPS baseline, a loyalty driver map and a monthly touchpoint dashboard.
Example engagement — Shows how Hoog approaches this type of question. Not a specific client project. Findings are directional.