Case Studies

Channel Partner Satisfaction Study - (Oil & Gas)


Improve your channel partner engagement through research

Market Search India partnered with the client and helped them to established a robust research plan. The plan that would help the client to understand dealers expectations, need gaps. recommendation and satisfaction levels with respect to the premium services offered by the company.
Our client is a Government of India enterprise with a Navratna status, and a Fortune 500 and Forbes 2000 company. They owns and operates Refineries at Mumbai & Visakhapatnam with designed capacities of 7.5 MMTPA & 8.3 MMTPA respectively. They have classified some high revenue generating dealers into Category A dealers.

They were providing numerous special services to their premium dealers but these dealers seemed to be unaware of such special services.

The company decided to onboard a third-party consultant to verify how such services are received at the dealer’s end and whether they are happy with these services? Whether they want any improvements in the same? Which are the aspects that they like/dislike? and suggest a corrective action plan to improve their satisfaction levels.
Based on the level of awareness and availability of the premium services across dealers, the client was able to focus on tailor made marketing activities and execution for each region. We were able to provide a detailed understanding of the impact of the special services at the dealer’s end and also identified some loopholes currently present in the ecosystem. The dealers provided valuable ideas to improve the services, which helped the client to devise its strategy for growth of the business.
TOP Highlights:

1. Awareness level for eligible premium services was quite less

2. 85% of the dealers intimated about their up-gradation

3. Majority of the dealers receive the supply within 2-4 hrs.

4. Category A dealers fairly satisfied with the accounts and reconciliation process



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