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Compact case
Case
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Reference no. 309-385-1
Published by: IBS Case Development Center
Published in: 2009

Abstract

Useful for the testing of hypothesis. Honda ranked highest in a customer satisfaction survey in 2009 for its after sales service and for being a one-stop shop for all accessories (dealership store). However, in the used-car consumers' customer satisfaction survey, it ranked only fifth. Meanwhile, after the launch of its new car Jazz, Honda claims that more than 80% of its customers are highly satisfied. But a few analysts did not agree with that. The case ends with doubt on this estimation.
Other setting(s):
2009

About

Abstract

Useful for the testing of hypothesis. Honda ranked highest in a customer satisfaction survey in 2009 for its after sales service and for being a one-stop shop for all accessories (dealership store). However, in the used-car consumers' customer satisfaction survey, it ranked only fifth. Meanwhile, after the launch of its new car Jazz, Honda claims that more than 80% of its customers are highly satisfied. But a few analysts did not agree with that. The case ends with doubt on this estimation.

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Other setting(s):
2009

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