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and a Discrete Choice Modeling Design
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Using Exploratory Research to Formulate
Quantitative Research and a Discrete Choice Modeling Design
Category: Auto/Captive Financial Services
Methods: Exploratory Research, Quantitative Research,
Discrete Choice Modeling, In-Person Focus Groups, Simulated Purchasing Decisions
Summary
The Captive Finance arm of a Global Auto Manufacturer had historically relied
on a traditional approach to developing new business, utilizing the value of
its automotive products as the primary conduit for attracting customers. The
client was looking for new ways in which to grow and add value to its business.
Strategic Issues
Ultimately, the client felt it needed to develop a clear value proposition
as a foundational first step. Like any business that is undergoing a transition
to a more customer-centric approach, the client felt it lacked sufficient insights
into the wants, needs, and desires of its customer base. In addition, it had
a few existing ancillary products and services that it wanted to test for relative
appeal and customer acceptance, as well as a number of new ideas for which it
wanted to determine sales potential. Finally, the client wanted to know which
financial service offerings, when bundled together, provided the greatest opportunity
for revenue and profit maximization, and the optimal price points.
Research Objectives
The primary objective was to gain an understanding of the consumers’
view of automotive lenders, and the lending experience in general, to be able
to determine what characteristics they valued most in a lender. Therefore, the
goals of the research were to identify and prioritize the key factors involved
in choosing a new-car lender and to gauge the appeal of several new financial
service concepts that were under consideration.
Research Design and Methods
Decision Analyst conducted the research in two stages: a qualitative stage
was followed by a quantitative stage that included discrete choice modeling.
In the first stage in-person, exploratory focus groups were conducted. A total
of 12 in-person groups were conducted in two key U.S. markets. The two-hour
group sessions included several different categories of consumers, such as groups
of captive finance customers, bank/credit union customers, and lease customers.
Videotape highlights of the sessions were provided to support key findings.
The findings were then used to help guide the second stage of the research—the
questionnaire development, discrete choice modeling design, and volumetric forecasting
exercise.
For the quantitative stage, respondents were drawn from a national sample of
recent new car buyers from the American Consumer Opinion® Online panel and
from manufacturer records of recent buyers. The discrete choice exercise simulated
real-world consumer purchase behavior. A realistic scenario of service offerings
and pricing was provided, similar to what they would be given by a dealer finance
manager. Each respondent saw 15 scenarios and made purchase decisions based
on the service offerings and pricing presented in each scenario. Results provided
individual service utilities, as well as optimal service bundles; both two-service
and three-service optimal bundle were created.
Results
The client succeeded in developing a fundamental understanding of current and
prospective customer needs, and learned how to effectively position itself against
competitive lenders (such as banks and credit unions). Armed with a customer-derived
definition of their value proposition, the client was able to redefine its strategy
and select service offering bundles that offered a strong potential for success.
Copyright © 2011 by Decision Analyst, Inc.
This case study may not be copied, published, or used in any way without written permission of Decision Analyst.
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