凯捷：提升客户体验汽车行业销售增长新动力（英文版）（91页）.pdf

1、#GetTheFutureYouWantJoining the raceAutomotives drive to catch up with customer experienceTable of contents2Capgemini Research Institute 2024Joining the race:Automotives drive to catch up with customer experienceExecutive summary04Who should read this report and why?08What is automotive customer exp

2、erience?9Compared with other industries,automotive offers a substandard CX10Organizations face significant challenges in bridging the gap between CX expectations and reality 34The hassle-free experience that consumers seek is still out of reach 243Capgemini Research Institute 2024Joining the race:Au

3、tomotives drive to catch up with customer experienceAutomotive brands stand to lose customers if they fail to elevate CX50Recommendations:How industry leaders can elevate automotive CX56Conclusion 70Research methodology73Executive summary Compared with other industries,automotive offers a substandar

4、d customer experience(CX):Auto manufacturers are ranked 9th and dealers 11th for CX among 13 major consumer industries.Mobility-as-a-service(MaaS)is ranked 4th,indicating greater satisfaction with the overall experience of using vehicles compared to owning them.High standards set by other industries

5、 are raising consumer expectations.Consumers are most satisfied with the experiences provided by online(52%)and physical(58%)retailers.Customers give automotive brands an average Net Promoter Score(NPS)1 of 2,while executives estimate this at 14.This is significantly lower than other consumer-facing

6、 industries,such as retail(61)and e-commerce(62),highlighting ongoing challenges in delivering top-tier CX.Vehicle/mobility services users(who dont own their vehicles)are generally more satisfied with the overall experience than are vehicle owners.9thAuto manufacturers are ranked 9th for CX among 13