The Challenge
When this global automotive group sought to refresh its approach to Perceived Quality, the challenge was clear:
to understand, in detail, how customers in different regions perceived craftsmanship, materials, and design harmony — and how these perceptions evolved over time.
Multi-Location Clinics — Capturing the Customer Voice
Value Able coordinated large clinic tests in the US, Germany, and China with trusted local partners experienced in recruiting relevant car owners and skilled moderators.
Our team designed the full research protocol — screeners, quantitative and qualitative questionnaires — ensuring consistency and reliability across markets.
From Data to a Robust PQ Methodology
Collected data were analyzed by Value Able’s internal data scientist, who built comprehensive reports and methodological inputs in close collaboration with the OEM’s PQ expert team. Using these global insights, Value Able helped the client formalize a new Perceived Quality methodology covering every stage — from first impression to detailed fit-and-finish — turning subjective perceptions into structured, comparable metrics.
Continuous Knowledge via Web Surveys
To keep this knowledge current, Value Able launched periodic web surveys capturing evolving customer expectations and competitive benchmarks. These updates refined the PQ framework over the years.
Fast Replication with Value Able App
The Value Able App enabled the OEM to duplicate and update legacy scoring results within the new framework, visualize comparisons instantly, and accelerate decision-making across teams.
Result
A unified and evolving Perceived Quality model — connecting real customer perception, data science, and design excellence — now used as a reference across the OEM’s global organization.
