Growth Opportunities from Benchmarking Global Passenger Vehicle OEMs’ Customer Service Channels

Growth Opportunities from Benchmarking Global Passenger Vehicle OEMs’ Customer Service Channels

In this report, Frost & Sullivan profiles, analyzes, and benchmarks conventional and electric OEMs by their OES channel service and maintenance offerings. The geographic scope is global. The base year is 2021; global sales reflect 2019, 2020, and 2021.

The study benchmarks the OEMs and their OES services in the following segments:
Maintenance offerings; digital retail and omni-channel strategies; value line offerings; loyalty programs and subscription services; warranty programs; financial contracts and credit services; commercial account services and used car programs; and connected, autonomous, shared, and electric (CASE)

Each criterion is ranked on a 5-point scale.

The benchmarked OEMs are Ford, GM, Tesla, VW, Renault, Stellantis, Mercedes-Benz, BMW, Changan, Geely, BYD, Tata, Hyundai, Mahindra & Mahindra, Toyota, Honda, Nissan, Suzuki, Rivian, Fisker, and NIO.

KEY ISSUES ADDRESSED

What are the main maintenance services that OEMs offer in their OES channel?
How are the services different from their industry peers?
What are the primary value line offerings, service concepts, and aftermarket programs?
How does each OEM compare to others across various functions in the aftersales service channel?
What are the top cross-industry and technology partnerships shaping the future of the aftersales segment?
What are OEMs’ service offerings for the growing CASE segment?