Managing a consistent customer and dealer experience across multiple countries is complex.
Hyundai needed a research programme capable of delivering a clear and comparable view across 26 European markets, while still recognising the differences between individual countries, dealer networks and customers.
With large volumes of data being collected across the programme, the challenge was not simply measurement. Hyundai needed to understand what was driving performance, where the biggest opportunities sat, and where action was needed most.
The programme also required careful coordination across markets, stakeholders and reporting requirements, with consistency maintained over multiple years.
Skopos partnered with Hyundai to deliver and manage a large-scale, multi-market dealer research programme.
We created a consistent research framework across all 26 markets, combining programme management, data processing, analysis and reporting into one connected approach.
Our team worked across both European and individual market levels, helping Hyundai move beyond headline scores to understand the factors influencing customer and dealer experience.
This included:
Over time, our team developed a deep understanding of both the programme and Hyundai's wider requirements, allowing us to act as an extension of the internal team rather than simply a research supplier.
The programme gave Hyundai a consistent and actionable view of performance across its European dealer network.
Teams could identify where markets were performing strongly, where experiences differed and which issues had the greatest influence on customer outcomes.
By combining robust measurement with deeper analysis, Skopos helped turn a complex multi-market programme into insight that stakeholders could use to prioritise action and support continuous improvement.
The result was a long-running research partnership spanning multiple years and 26 European markets, built around consistency, responsiveness and insight that could be acted on.
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