Development of customer survey by using the method design for mode of application -Survey specifically designed for Hybrid plug-in car owners-

Abstract

In November 2011, Volvo Cars Company (VCC) launched the V60 hybrid plug-in, which was developed in close collaboration with Vattenfall. The lack of financial incentives in Sweden is a major contributor to low V60 PHEV sales in the country, and VCC together with Vattenfall needs to create a win-win situation in which car sales increase. The following research is focused on the implementation of the preliminary steps of the DMA method to develop a survey to obtain insight into the customer’s needs of the Volvo car. The preliminary steps of the DMA include customer survey and data logging, which work in parallel. The use of survey as a tool for data collection has been studied. The sample of respondents was not large enough to create a customer picture, but the information contributes to improving the updated version of the questionnaire intended for a larger group of hybrid drivers. The implementation of the cross-functional teamwork has been critical, and the verbal information arising from the teamwork was found crucial in the process of identifying customer requirements. Findings summarized in this project will help identify the most important issues that should be included in the updated version as well as contribute to reinforcing parts of the methodology.