Making the Connection: Why Market Research Companies Can’t Help Automakers Fix Bluetooth Issues
Posted on May 10, 2011 | Comments (0)
Bluetooth connectivity is important to consumers, who can become highly dissatisfied when Bluetooth features don't work. A robust data set--like that provided by Enprecis CQI--is key in resolving Bluetooth issues.
Automobile manufacturers don’t need additional trending data or sampling data to tell them that customers have trouble getting their phones to work properly in their vehicles. A simple search for “Bluetooth auto issues” produces 72,500,000 hits, and most consumers are aware of the issue as a result of their own experiences. But Bluetooth issues are particularly difficult to resolve due to contrasting timelines: we have many phone options and tend to change phones frequently, while we keep our cars longer than ever. It’s a difficult combination of factors to manage, but all automakers need help with this issue.
When it comes to Bluetooth issues, car manufacturers are at a distinct disadvantage: they often have no idea which phones are giving consumers the most trouble. In trying to resolve Bluetooth vehicle/phone connectivity issues, engineers need to know a staggering amount of information. It starts with the technical details: phone model and make, the wireless carrier, the Bluetooth stack, and the phone software version. Then there’s the nature of the problem itself. When did it start? Who set up the Bluetooth device? Does the issue involve pairing, auto-connect, microphones, phonebooks, streaming audio, stored music, voice activation, specific commands, foreign languages, or any of the myriad other tasks a consumer might be trying to achieve?
It’s easy to see that Bluetooth issues are complex, which means that automakers require multiple data points in order to draw an informed conclusion. At Enprecis, we’ve resolved data gathering issues by designing a web-based platform that makes it easy for consumers to provide the level of detail that engineering teams need in order to solve customer Bluetooth problems. In fact, we have over 120 survey questions and data points regarding Bluetooth, but our platform only requires consumers to provide the data relevant to the issue(s) they have experienced. Our intelligent survey eliminates the need for long paper-based questionnaires with irrelevant questions, lengthy phone calls with CSRs asking about issues they may not understand, and no throwing a small net into a vast ocean, hoping to catch a few blue fish.
Don’t believe us? Here are some of our Bluetooth survey results to date:
• 15,879 unique customers reporting Bluetooth issues
• 129,404 data points regarding the Bluetooth issues
• 34,376 verbatim customer comments describing Bluetooth issues in detail
This makes for more than enough data to get started solving problems. And in addition to collecting data that helps engineers solve Bluetooth issues, we help drivers to self-resolve their own Bluetooth difficulties using Quick Tips. These are images or videos matched to individual customer issues and intended to help customers who may be having problems understanding how to use their Bluetooth system.
Bluetooth problems can’t be solved with data alone, but the data derived from our survey helps automakers determine the nature of an issue and decide how to approach a solution. With Bluetooth issues causing major customer concern, the level of detail available from Enprecis systems can be invaluable.