Automotive Customer Journey Study
Maritz Research Study Reveals a Lonely Customer Journey for Car Buyers. 3 out of 4 people in the market for a new car never hear from dealers.
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Did you know today is Employee Appreciation Day? Since people are at the center of every service Maritz provides– whether it’s...
We all have good days and bad days at work, but what’s your best day ever at Maritz Research?
Wonderful project management team. Nickie and her team communicate effectively, track progress and stay on top of any issues.
Working with Lisa. She is the major reason our company uses Maritz. She is extremely helpful, proactive and super pleasant to work with. She is always cheerful and solves any issues that may arise. She makes this company project fun. As stated above, working with Lisa is the only reason we don't shop around and compare prices, etc.
Michelle did an excellent job with the schedule and keeping us focused on what needed to be done. I never worried about Maritz hitting a deadline. When issues did arise, good alternatives were proposed to meet our business need.
Support for program growth has been great, particularly work in new areas like mobile and commercial. Plenty of support when issues arise.
Flexibility and adapting to needs quickly. Implementation of auto coded verbatim.
There are so many including: * Quick response on the many follow-up requests we have given to Maritz * Strategic advice on industry benchmarks and goal setting * Superior project management * Understanding our business and providing relevant advice
Execution of the Mystery Shop Program for Period 1 went well.
The team was smart, supportive, and unfailingly patient with us.
The quality of support we receive from Patricia and Doreen in terms of their responsiveness, accessibility, attention to detail, and ability to keep the project on schedule. The weekly status meetings were very helpful. In addition, we continue to be very impressed by your call center's ability to minimize distributor complaints and their ability to obtain quality open-ended comments despite the very technical subject matter being discussed.
Maritz worked very hard to create and launch the new CEP program this year, in a very short period of time. Christine has been a delight to work with, as she is constantly looking for new ways to innovate to support our business.
Lisa is always helpful and quick to respond
Really like new website
Excellent and responsive account team. Great strategic insights and best practices
The team was very attentive and helpful when designing the Questionnaire and offered some great suggestions and advice.
Strong communication and responsiveness. Thank you for your rapid response to the recent requests from our Sourcing team.
The focus groups brought to light a few additional rejection reasons that we were previously unaware of (i.e.. high insurance rates). This is important because we can now look at what can be done from a product perspective to lower the rates.
(1) Iterative analytical approach employed (2) Dedication and flexibility in solving issues (3) Support managing through a difficult "team" structure here
The focus groups in Pittsburgh were very insightful.
The project team is great!
The people are some of the most enjoyable people to work with. The program team is always flexible and they I believe that they strive to do their very best work for us.
Prompt action in resolving issues . Quick resolution when issues arise with files incoming.
Getting the actionable results and feedback from our customers. Additionally, Maritz has been very responsive in our requests to increase sample size.
Having a stable system and setting it up to meet local market reporting requirements. Seeing new features installed without problems.
Collaborative and fairly proactive approach
The major highlight was partnering with Michael to deliver an end product that was meaningful to key stakeholders. They both did an excellent job of combing through the results to ensure our story was sound, and that key business questions had been addressed.
Having people like Juraj on the team who really understand research and data manipulation.
After the project was complete we had many follow up questions on the recruiting algorithm - Charles, Michael and the whole team have been very responsive in getting back to us quickly with great insight and information
Maritz Research Team understood we needed a very thorough process for measuring competitive transit times against our transit times; AND, they understood that we needed to be accurate in measuring the correct service names for our offerings.
Getting into a rhythm with the sample file/hierarchy submission process and getting a better understanding of the data on the reporting portal thanks to the help of Natasha.
The responsiveness of my project manager Amy. She was always available to me, very proactive, smart and on the ball with everything related to the study.
Very collaborative, team approach. Always willing to go the extra mile and help whenever and wherever necessary.
Easy to reach, fast response, lots of support
As always, James and Les are wonderful to work with. James is very organized and can recall the smallest of details. Les' programming skills are incredible and he can do things I did not think could be done.
I liked working with the team members -- they seemed knowledgeable and very open to dialogue on issues. Some of the changes that we made to the study were good thinking and the team was open to attempt new things in a fresh way in the study. I also felt that the reporting was strong in the draft forms of the presentation.
The Project Manager ensured that the project remained on track and on time throughout the development process. She fought on our behalf on certain topics that contributed to the success of the program. It was a pleasure to work with Gina.
I have worked extensively with Melisa and the team at Maritz on a number of initiatives this year: - Implementing Surveys for Canada, Thailand, Taiwan and Finland. Provision of additional reporting on Maritz portal and weekly reports Key drivers analysis Everything runs smoothly, if there is any problem Melisa is pro-active in highlighting whilst also offering solutions which makes my life so much easier.
The Maritz team overall. I have worked with a number of individuals who have always been professional, responsive, knowledge and overall great people. I love working with Alyssa, John and Chelsey and they truly make my job easier. They do a good job of keeping us on track, help articulate the vision and always look at providing solutions for any issues we run into. Additionally, the decks that are provided are always presentation ready and the data and findings are communicated in ways that everyone can understand.
Partnership in diagnosing issues and best practices. Patience. Willingness to meet us halfway.
Great direction on questionnaire and ongoing changes within the questionnaire!
Always a very good and very quick reaction on my questions and requests. All problems are solved very urgently.
My team is the highlight for me. They are smart, hard-working, flexible, responsive and resourceful. In addition, they are very pleasant to work with. Great team, great people! I love them. I don't think of them as working for an external supplier. They are MY team.
The team creativity in developing the questionnaire I had some specific details I wanted to get to and the Maritz team was very helpful in working with the questions until they seemed exactly right.
Doris! It has been wonderful to work with her. She brings ideas to the table and suggests better ways of doing things.
She was fantastic to work with and very knowledgeable about the study design. She was a great presenter as well and answered a lot of questions very thoroughly.
Have been very receptive and open about the intricacies of the project. Also, the team does come up with options how to do certain things more efficiently.
Fast and reliable feedback... Very good report management , which provide continuously improvement.
The very smooth way that everything ran
Efficiency; follow-up; achieving a representative age demographic
Our partnership on survey design and analysis to boost response rates. Flexible support for changing priorities continues to be a strength.
The people. This includes Dick and Gretchen, and Geoff. They were extremely customer focus and knowledgeable. Their flexibility to meet our business needs was very appreciated.
The Brand can be very demanding but I believe the relationship is very good. The key difference between this programme and others is that we are provided with an experienced reporting analyst who is able to provide information when requested and also provide insight to support trends etc.
Good and direct communication with a quick reply on e-mails.
The positive attitude of the project staff
Thoughtful approach to problem solving. excellent communication skills.
Ellen and the team were a pleasure to work with and responded always in a timely manner
We couldn't have successfully signed off on our projects without the service from Maritz. Anytime we had a change or problem, Maritz was very accommodating. Always a pleasure.
Good communication from the Maritz team, fast deliveries, and high accuracy.
Solid project management and client communication during weekly meetings and effectively keeping outstanding topics moving forward via email communications.
Helping me to learn the process and providing your input.
Fantastic support when needed, issues were almost always resolved quickly.
The team has become much more organized and documenting changes. Also, they have been very responsive and easy to work with.
I think the best positive is that Maritz has had a pretty smooth transition from the previous vendor. There were some issues but proactive resolutions of the same is greatly appreciated.
The people assigned to this project are on top of things. If a file is missing or delayed, they keep me informed.
Very proactive, easy to work with, quality work. Cost within range of competitors.
The Maritz team is very accommodating. I know I was EXTREMELY grateful that a few members of the team were able to fly down here to help us write the 2012 survey. I appreciated the collaboration and I was extremely pleased with the final result. It can be difficult working on a tracker since everyone expects year-over-year results and a level of consistency. Maritz though was very supportive of us changing a great deal of the tracker. I think the team did an excellent job of level-setting and ensuring that we were not "tied down" to the previous questionnaires.
Our team is a demanding group and with the nature of the research and its implications, the Maritz team was fantastic to work with. They helped ensure the questionnaire worked for us, the ad team, and agencies. Chelsey was always very responsive to multiple requests, this was very helpful throughout the process, notably over the last few weeks. The team also helped brainstorm/answer more strategic questions as well, something our clients really need more of. Hats off to the team, they did a great job.
A very flexible, smart, hardworking team. Julie, Doug, Nikki and John are top notch
The operation execution of completely all evaluations within time frame is at a high level.
Michelle is very responsive. Maritz ability to revise the manner in which photos are uploaded to support our new computer system.
Very responsive to requests Very professional and friendly to work with
Alyssa's professionalism and willingness to discuss approach options.
This project had many facets, with multiple firms working on the various parts. At times, it was difficult to nail down the precise objectives of the piece with which Maritz was tasked. Our project team was meticulous in helping bring focus to our research, and to hone in on meaningful objectives. Each objective was addressed in a clear, actionable manner in the results. While working with our Maritz team is always a good experience with quality deliverables, the client communication on this project was key, and the Maritz team really came through for both me and my internal clients.
Nice staff who have been very responsive and easy to deal with. Accommodate our needs.
Getting together at a Group level is very useful. Conversations between the brands have often led to useful small data reviews e.g. satisfaction by model, satisfaction by resource etc...
Overall process of working with the team has been great. if issues arose, they took care of it right away - satisfactory.
Gretchen was wonderful. Setting up meeting to prepare for different waves of the survey, then sending out the daily results in a timely matter each day. The team was very easy to work with and the information sent back to us was in a format we could work with very easily.
The team was very responsive.
The support of Elizabeth has been first class in every experience. Also the responsiveness of Natasha and Geoff have been excellent. The solution has met our needs and in fact was influential in securing a broader global solution for our business.
We went into the study unsure of what we were looking for or what information we would receive. Our instructions were very specific in terms of our government guidelines, but extremely vague in terms of our company guidelines. My team at Maritz was able to interpret our needs and deliver EXACTLY what we were looking for. This is not my first time working with Maritz. Because of my past experience with John and his team, I knew that this project was in good hands. When we were looking for companies to hire, I only made one suggestion to my Vice President - Maritz Research.
The team's knowledge and how easy it is to work with them.
The partnership with entire team, from sales rep to research and program personnel
I really like how we have progressed as a combined team over this year. I feel that Maritz is working directly with us to understand our strategy, push back/provide feedback and help us ensure we are meeting our budgetary goals. I think partnership and openness are the 2 key highlights.
The personnel assigned to our account.
Working through plan to delve deeper using IDI and branching logic in the survey
Account Management and data team are very supportive in finding solutions to business challenges. The team is always helpful and respond quickly to network queries.
Diligence in answering request. Timely in response. Partner in solutions
Responsive to all inquiries. Difficult to pick just one.
Day to day team of Jessica and Bob are amazing. they anticipate most questions and for others always meet or beat their commitment. Their knowledge of our company is very helpful.
The people are nice and I believe they have good intentions.
The study was done on an extremely tight timeline and there was no time for me to extensively review the results and Bob did a great job without much time.
A few months ago this programme was a challenge to manage but I feel Maritz has really got to grips with the clients demands/expectations and recruited a strong PM.
This year there has been better oversight over the project and the team has been more proactive. Also, the team provides a summary of results with results.
Maritz is very easy to deal with.
Being able to blast one month's invites in order to implement on time rather than re-schedule launch date.
Staff is very approachable and open to our feedback. Willing to re-examine results from different perspectives for our business use
Katie has been extremely helpful with all queries I have had and has been able to action them accordingly in a good timely manner
The team was easy to work with and very responsive and flexible to the changes in the timeline and project details.
Maritz IT Department is excellent and provides results in an extremely short time frame.
Launch of one study, transition of another study from IVR to email and continuous improvement efforts.
John really probed to understand the deeper meaning behind the research, which allowed the Maritz team to create an effective questionnaire and actionable results.
It's been great working with Maritz on converting our closed claim survey from paper to a web format. My focus here is on reporting survey results to management. And we've seen some significant improvements in that area. Paper surveys were prone to scanning errors (this is not an issue for the web survey). The quality of the web survey comments is much better than the paper. The timeliness of reporting results back to management is better. We've eliminated the manual effort needed to report our results to management. Working with Maritz has been extremely easy. You guys are great!
Your team is very responsive and creative. Brought new ideas to the project. Worked very hard to keep us on track and were willing to help with any issues
Doug and Rita are both delightful to work with. They always provide top notch service and that was true for this project as well.
Very receptive, timely response, clear communication, thorough
The Maritz team has been incredibly helpful to me in working with this project. Our research generally has many twists and turns and the team is able to handle quick changes and many requests very effectively. Their involvement in discussions and providing their point of view has been helpful numerous times. There were numerous calls for this project as many teams were involved and the team was able to join anytime needed. This project had a bright spotlight shining on it and the Maritz team did a fantastic job as usually. Chelsea, Alyssa, and John are great to work with and their dedication to our account is appreciated. Their support and guidance to make sure we objectively measure results from this test were helpful to keep us on track. Even when asked for additional cuts of the data it was provided very quickly.
Patricia and Doreen are proactive in their service. They provide timely status reports on projects so that we can assess and make changes as needed to meet our business. We feel confident that they understand the project and what we need to meet the business needs. They have been easy to work with and are always willing to help, answer questions, and provide suggestions.
Getting reporting and documentation that will give our dealers an initial understanding of what engagement is.
I would like to stress out the following points: - good and prompt communication with the Maritz team - finding solution for problem issues. - Maritz team is helpful in every occasion
Overall our project manager, Angela, does a very nice job of staying on top of day to day activities for our account. Additionally, Maritz does a nice job of scheduling shoppers with very little no-shows. The program is producing valuable results for our teams.
The amount of time and detail the Maritz team put in to my project. They were willing to attend as many meetings as needed to accomplish the task.
Steph and Gillian are very diligent, proactive, and a delight to work with.
Working to find a solution together
Co-operation always willing to help
I really appreciate how Maritz pushes new and interesting analytical techniques. And our support team is wonderful - particularly Sherrie - you never feel like she is trying to sell you something.
Extremely accessible -- return my calls or respond to emails immediately. Great team. It is usually important that I obtain a response in a short amount of time in order to prep for a meeting or to address an important question for a business leader.
The team is always very helpful and very responsive. Whenever I have needed something, they are always quick to respond and get me what I need in a short timeframe. Doreen is wonderful at keeping me on schedule and very organized with what needs to be done.
Karin and team provide the highest level of support throughout the process. The attention to detail, level of knowledge, and ease of communication with this team exceeds my expectations.
Your assistance is working out problems with the sample file was VERY helpful -- appreciate you going above and beyond!
Great analytics, quick turnaround times
Great support and super timely response and action.
Weekly teleconferences well-coordinated by Maritz with agenda items and minutes. Good project management for initial set-up in Q4 as well.
Dedicated, enthusiastic team who help drive changes to programme as quickly as possible
Karin has been the highlight of our study. She is so accommodating of changes and meeting our business needs. She is also proactive in anticipating future needs.
Karin and her team are wonderful to work with. They are extremely flexible in meeting our research needs and provide experienced insight in their findings.
The team is very responsive to all issues and information is delivered in ways that are clear and easy to understand. They are available for conversations when needed and always reply to email. The follow up on issues and concerns is consistent. Maritz was helpful and patient as we worked through the contract renewals which took extra time and information due to reviews being done on our side. We had several pilots in the past year and these all were implemented smoothly because the team understands how our business works, knows what questions to ask and certainly has the skills to roll out new surveys with little impact. Krista and Merissa are both fabulous to work with and while I don't interface as much with John, he has been working hard behind the scenes to ensure our programs operate smoothly.
The team came to the meetings with a lot of possibilities to meet our objectives and problem solve. I never felt like the team was expecting us "to figure it out," but really helped us to think through some things differently.
Yanti and Chris. Their dedication and support to this project were so valuable. At times things got pretty hectic and they rode the waves with us which helped immensely.
Commitment to project completion and consciousness of deadlines
There have been significant activities. All have helped us understand their customers.
Maritz was great about helping us meeting our tight timeframe.
Fresh thinking, focused discussion, great consumer moderation. Team was very good about exploring various angles around a specific insight.
Tanya has been great to work with. Maritz has been flexible and willing to meet our needs.
The entire Maritz team has been tremendous. I truly believe a great partnership was formed and a solid working business relationship will continue to grow from this program. From the statisticians to the acct mgrs, everyone on the Maritz team was responsive to our requests and went above and beyond to meet our expectations. Thank you!
Quick to respond quick to resolve issues very good at providing solutions
Seeing our program expand and evolve over time.
It was great how you responded to our urgent request and were flexible and understanding throughout the process.
The upfront discovery/planning process was fantastic and continued through fielding and reporting. John is the greatest and Maritz is, by far, my favorite research supplier. It's easy to project manage - that's what most suppliers do. But Maritz is a true partner. No complaints what-so-ever, just praise!
Having Lisa as our service representative has been a highlight. Any request to her is answered in a prompt manner. Not only is she attentive to our needs, but her willingness to ensure complete accuracy with received data and help to our customers was definitely not overlooked.
Always great to work with!
With the recent staff changes it feels that there is now a better understanding of our business, and the critical drivers.
The "re-invention" of the audit questionnaire this fall was a huge project, and I think Maritz offered some excellent suggestions/advice in accomplishing this.
The support team that enable our customers to quickly engage the survey after opting opt.
Very patient and helpful during system change here. Always quick to respond and acknowledge request.
Flexibility and responsiveness of my program manager.
Bob is great to work with and added tremendous value to this initiative. He was incredibly responsive, open to feedback and direction from our team and met aggressive, quick-turn deadlines to meet our needs. The output of this work is fantastic and will be a huge asset as we solution moving forward. Thank you!
My project director Crystal was definitely the highlight of the study
Easy working relationship. Requests that I make are always followed up in quick order. Instead of hearing "no we can’t do that" I receive a workable solution or viable alternatives.
Interaction with Analyst (Fred) . He is very responsive and has a wide skill set He asks others when he does not know the answer to my questions too
As always, the team provides excellent service and good insights. It's a good group of people supporting us.
The insight and support with last-minute reports. Always a positive attitude and you always meet your time-commitments. Real pleasure working with everyone!
The project team - Erik and team have been a great resource to our team on getting the voice of customer survey launched and executed. It has been the most stress free project and vendor/supplier that I have worked with for many years. Thank you for your service.
Maritz Research Study Reveals a Lonely Customer Journey for Car Buyers. 3 out of 4 people in the market for a new car never hear from dealers.
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