After sales service

market research
on auto drivers

Insights & Inference

Nagendra Prasath
(Project executive – TICI)

03/17/2021 1
 Research Location – Chennai
Methodology – (Ambattur, Respondent – Auto
Primary Research – Sample size – 40 Mogappair, Drivers ( Experience >
Face to Face koyambedu, Anna 2 years)
Interview nagar, Arumbakkam)

03/17/2021 2
Maintenance
• Most of the drivers doing their
Maintenance once in the month.
• They prefers Local garage for
servicing their vehicle.
• The average Maintenance cost
spend by the Drivers is RS 1300.
• Only free service they are doing
at the dealer’s service outlet.
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 Maintenance cost

Engine oil 350 Rs

Brake oil 100 Rs
Clutch oil 100 Rs
Gear oil 200 Rs
Boot grease 50 Rs
Water wash 100 Rs
Labour charge 150 – 200 Rs
Other charges 100 Rs
Total Charge 1200 Rs

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 Inference

• Most of the maintenance cost comes from the engine.

• So, incase of EV only Brake oil, Water wash and Boot grease is done
during maintenance.
• The maintenance cost for EV will reduce to 1/3rd compared to ICE autos.
• Since Maintenance cost is low The company can give extra Free services to
customers which may attract the customer.
• Local garage people’s will be new to electric vehicle it takes time to work
with EV. So, most of the drivers will prefer their service at dealer’s service
outlet.

03/17/2021 5
Spare parts
• The drivers prefers to buy spare parts
at wholesale spare parts dealers which
is located near by them.
• Many exclusive spare Dealers for 3-
wheeler auto is found in many places.
• Most driver's complaint is about other
brand auto’s like TVS & Piaggio spare
parts are not available in these stores.
• The average spare parts cost spent by
drivers is Rs 700(1-3 months)

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 • List of exterior spare parts which is changed
frequently or recently
• Head Light
• Indicator
• Mud guard

Exterior • Side view mirrors

• Tail light

spare parts • Back light cover

• Exhaust outlet
• These parts are changed mandatory once in 2-3
years
• Seats
• Roof Top
• Tyre
• Tyre Tubes(once in a year)
03/17/2021 7
Inference
Most of drivers complains that
plastic which is used for front To avoid damage to side mirrors
and back light cover is poor. it can be placed safely inside
This causes frequent damage to the auto.
the lights.

Tyre is changed 2 years once for

Seat, Roof top, paint which is all 3 wheels. Most of drivers
changed during FC. prefers brands like MRF, CEAT
and TVS.

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 List of interior spare parts which is changed
frequently or recently
• Engine parts
• Spark Plug
• Carburetor
Interior spare • Fuel & Air filter
parts • Gear assembly
• Brake Shoe & Wire
• Clutch plate & wire
• Bearings

03/17/2021 9
Inference

Brake wire and shoe is changed Drivers complains that brake

frequently by the drivers. shoe wear out in faster manner.

We can concentrate on * Regenerative braking system

improving the braking system. - Kinetic energy generated on
The Regenerative braking braking is fed back into the
system can be used to increase battery, thereby ensuring
the life of the brake. minimum wastage of energy.

03/17/2021 10
 Customer Anxiety about EV

• First and foremost, concern of the drivers about EV is price. Most of the drivers
they expecting price below the normal ICE engines.
• However, Drivers willing to buy the EV if the monthly EMI is below 5000 to 6000
INR.
• They need warranty for batteries more than 3-4 years. Most of the drivers are
comparing with cell phone lithium batteries and they are saying that even cell
phone batteries last for only 2 years.
• They fear that auto made up of electrical parts so they think that it may repair
easily due to heavy rain. They are expecting waterproof guarantee for the vehicle.

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• Every auto drivers’ giving their auto to local repair shop. They fear
that local repair shop won’t be able to repair the electric vehicle. They
are expecting good services support from the company.
• They are expecting charging portal installation in front of their
houses.
• Spare availability is one of the main concern of the drivers. They
expecting that spare parts should available all the time in the dealer's
outlet so, that they can change the spare quickly without waiting for
the spare
• They need proper tool for Indication of charge percentage it may be
inbuild at speedometer or an app.

03/17/2021 12