Comprehensive Customer Satisfaction Solution
for Tier 1-2-3 Automotive Suppliers

In today’s hypercompetitive global automotive supply chain, customer satisfaction is the #1 key performance indicator (KPI) for Tier 1-2-3 suppliers. Yet many senior executives mistakenly believe they have a clear view of how satisfied their OEM and Tier 1-2-3 customers are – until a major platform contract is unexpectedly awarded to a competitor.

What’s the lesson? You can’t manage what you can’t measure and internal biased perceptions often miss what truly matters to your customers.

Churchill Franklin’s Auto Supplier CSAT™ platform is a cost-effective and efficient solution specifically designed for global and regional Tier 1-2-3 automotive suppliers.

This rigorous, independent and actionable solution captures OEM and supplier decision maker feedback using repeatable Best-in-Class data collection & data analysis methodologies, unrivaled competitive benchmarking and unbiased data collection methodologies to deliver concise and direct customer feedback from customers around the world and in multiple languages.

Avoid Biased Do-It-Yourself
Internal CSAT Surveys

The Dangers of Do-It-Yourself Internally Administered CSAT Programs

#1 Reason – Bias

The top reason to avoid DIY CSAT programs is the inherent bias of survey responses collected directly by the supplier company itself and biased survey question wording & sequencing.

Your customers are often reluctant to provide direct and honest feedback if they can be individually identified. Using an independent, third-party data collection partner like Churchill Franklin eliminates this concern as all survey responses are collected confidential and non-individually identifiable. Churchill Franklin provides over 30+ years of customer satisfaction survey development and automotive industry experience to insure that question wording and sequencing is 100% unbiased and objective.

#2 Reason – Data Manipulation

Your internal sales and marketing teams are invaluable, but they’re are definitely not objective. Their direct involvement in this process can lead to the following issues:

  • Fear of repercussions due to poor performance
  • Overconfidence in existing customer relationships creates blind spots
  • Underestimation of competitive innovation
  • Incomplete insight into OEM & Tier 1-2-3 sourcing strategies

Relying solely on internally managed CSAT surveys can result in blind spots—and those blind spots can cost you contracts. Also, survey data can be changed, redacted, manipulated or removed if it is negative or casts your team members in a poor light.

The “cherry picking” of only positive responses to improve survey results is a very common problem with internally managed CSAT programs.

Our independent third-party assessments remove internal bias and give you a true 360° view of your company’s performance in the eyes of OEM and Tier 1 decision-makers.

Key Performance Indicators:
Measure What Matters Most

The Auto Supplier CSAT™ program collects and analyzes key performance indicator (KPI) metrics that matter most to sourcing, procurement, engineering and program management executives:

  • Product Quality
  • Price Competitiveness
  • Innovation & Technology Leadership
  • Engineering & Technical Expertise
  • Warranty & Defect Performance
  • On-Time / Just-in-Time Delivery
  • Cost Reduction Performance
  • Commercial Collaboration & Responsiveness
  • Program Launch Performance
  • Sales & Account Management
  • Flexibility & Ability to Meet Changing Customer Needs
  • Net Promoter Score / Willingness to Recommend

Achieve Compliance with
ISO 9001 & IATF 16949 Requirements

Implementation of a customer satisfaction measurement program is required under the two main automotive industry quality certification standards:

  • ISO 9001 – Clause 9.1.2 – Requires organizations to monitor customer perceptions using methods such as surveys, complaints, or retention rates.
  • IATF 16949 Clause 9.1.2.1 – Requires continual evaluation using customer complaints, scorecards, warranty data, and delivery performance.

Annual customer satisfaction survey programs are an industry best practice—and many OEMs and Tier 1s consider them a key supplier expectation. Churchill Franklin helps your team not only comply, but excel.

The Auto Supplier CSAT™ program delivers:

  • Cost-effective, outsourced & independent CSAT program management
  • Unbiased survey methodology and respondent invitations
  • State of the art data analysis, response coding & reporting
  • Competitive benchmarking data against over 100+ Tier 1-2-3 automotive supplier peers
  • Clear strategic recommendations for performance improvement

Request A Quote Today

We offer a free, no-obligation consultation and Auto Supplier CSAT project proposal. Whether you’re starting a new customer satisfaction program or upgrading your current initiatives, we’ll show you how Churchill Franklin can deliver clarity, insight, and competitive advantage.

Request A QUOTE