The objective was to help a major fund assess the customer perception of online 2W rental platforms in India.
To start with the analysis, we followed a two steps process. The first part of the study was to target customer segment who is using 2W rentals in terms of age, use-case, ownership of vehicle and the like. For the same team identified the customer cohorts and prepared the sampling plan according to the cohort analysis. The second step was to conduct customer surveys to understand customer perception, behavior, and experience on the platform.
At the end of the study, we were able to provide client the insights related to customer expectations, use-case and behavior, comparison of customer across players and parameters and recommendations for improvement of customer satisfaction.