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| 20 | <text x="60" y="58" font-family="'Helvetica Neue', Arial, sans-serif" font-size="30" font-weight="bold" fill="#1A3A5C"> |
| 21 | After-Sales Service: High Importance, Critically Low Satisfaction |
| 22 | </text> |
| 23 | |
| 24 | |
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| 26 | <text font-family="'Helvetica Neue', Arial, sans-serif" font-size="14" fill="#FFFFFF" x="80" y="100">After-sales ranks #4 in customer priorities but only 33% rate it Good or above — the single largest gap between what customers want and</text><text font-family="'Helvetica Neue', Arial, sans-serif" font-size="14" fill="#FFFFFF" x="80" y="116">what they receive. This is the strategic intervention point.</text><line x1="160" y1="150" x2="160" y2="610" stroke="#1A3A5C" stroke-width="2" /> |
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| 30 | <text x="30" y="390" font-family="'Helvetica Neue', Arial, sans-serif" font-size="16" font-weight="bold" fill="#1A3A5C" text-anchor="middle" transform="rotate(-90, 30, 390)">Satisfaction Level (%)</text> |
| 31 | <text x="140" y="170" text-anchor="end" font-family="'Helvetica Neue', Arial, sans-serif" font-size="12" fill="#5D6D7E">100%</text> |
| 32 | <text x="140" y="280" text-anchor="end" font-family="'Helvetica Neue', Arial, sans-serif" font-size="12" fill="#5D6D7E">75%</text> |
| 33 | <text x="140" y="390" text-anchor="end" font-family="'Helvetica Neue', Arial, sans-serif" font-size="12" fill="#5D6D7E">50%</text> |
| 34 | <text x="140" y="500" text-anchor="end" font-family="'Helvetica Neue', Arial, sans-serif" font-size="12" fill="#5D6D7E">25%</text> |
| 35 | <text x="140" y="608" text-anchor="end" font-family="'Helvetica Neue', Arial, sans-serif" font-size="12" fill="#5D6D7E">0%</text> |
| 36 | |
| 37 | |
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| 42 | |
| 43 | <text x="580" y="648" font-family="'Helvetica Neue', Arial, sans-serif" font-size="16" font-weight="bold" fill="#1A3A5C" text-anchor="middle">Customer Priority Ranking (1 = Highest)</text> |
| 44 | <text x="280" y="632" text-anchor="middle" font-family="'Helvetica Neue', Arial, sans-serif" font-size="12" fill="#5D6D7E">#1</text> |
| 45 | <text x="400" y="632" text-anchor="middle" font-family="'Helvetica Neue', Arial, sans-serif" font-size="12" fill="#5D6D7E">#2</text> |
| 46 | <text x="520" y="632" text-anchor="middle" font-family="'Helvetica Neue', Arial, sans-serif" font-size="12" fill="#5D6D7E">#3</text> |
| 47 | <text x="640" y="632" text-anchor="middle" font-family="'Helvetica Neue', Arial, sans-serif" font-size="12" fill="#5D6D7E">#4</text> |
| 48 | <text x="760" y="632" text-anchor="middle" font-family="'Helvetica Neue', Arial, sans-serif" font-size="12" fill="#5D6D7E">#5</text> |
| 49 | <text x="880" y="632" text-anchor="middle" font-family="'Helvetica Neue', Arial, sans-serif" font-size="12" fill="#5D6D7E">#6</text> |
| 50 | |
| 51 | |
| 52 | |
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| 54 | |
| 55 | <rect x="160" y="380" width="420" height="230" fill="#E74C3C" fill-opacity="0.06" /> |
| 56 | <text x="370" y="590" font-family="'Helvetica Neue', Arial, sans-serif" font-size="13" font-weight="bold" fill="#E74C3C" fill-opacity="0.4" text-anchor="middle">CRITICAL GAP ZONE</text> |
| 57 | |
| 58 | |
| 59 | |
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| 61 | <text x="280" y="238" text-anchor="middle" font-family="'Helvetica Neue', Arial, sans-serif" font-size="13" font-weight="bold" fill="#FFFFFF">Economy</text> |
| 62 | <text x="280" y="254" text-anchor="middle" font-family="'Helvetica Neue', Arial, sans-serif" font-size="11" fill="#FFFFFF">~80%</text> |
| 63 | |
| 64 | |
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| 66 | <text x="400" y="261" text-anchor="middle" font-family="'Helvetica Neue', Arial, sans-serif" font-size="13" font-weight="bold" fill="#FFFFFF">Price</text> |
| 67 | <text x="400" y="277" text-anchor="middle" font-family="'Helvetica Neue', Arial, sans-serif" font-size="11" fill="#FFFFFF">~75%</text> |
| 68 | |
| 69 | |
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| 71 | <text x="520" y="284" text-anchor="middle" font-family="'Helvetica Neue', Arial, sans-serif" font-size="12" font-weight="bold" fill="#FFFFFF">Reliability</text> |
| 72 | <text x="520" y="300" text-anchor="middle" font-family="'Helvetica Neue', Arial, sans-serif" font-size="11" fill="#FFFFFF">~70%</text> |
| 73 | |
| 74 | |
| 75 | <circle cx="640" cy="458" r="36" fill="#E74C3C" filter="url(#dotShadow)" /> |
| 76 | <text x="640" y="451" text-anchor="middle" font-family="'Helvetica Neue', Arial, sans-serif" font-size="13" font-weight="bold" fill="#FFFFFF">After-</text> |
| 77 | <text x="640" y="466" text-anchor="middle" font-family="'Helvetica Neue', Arial, sans-serif" font-size="13" font-weight="bold" fill="#FFFFFF">Sales</text> |
| 78 | <text x="640" y="482" text-anchor="middle" font-family="'Helvetica Neue', Arial, sans-serif" font-size="12" fill="#FFFFFF">33%</text> |
| 79 | |
| 80 | |
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| 82 | <text x="656" y="360" font-family="'Helvetica Neue', Arial, sans-serif" font-size="14" font-weight="bold" fill="#E74C3C">GAP</text> |
| 83 | |
| 84 | |
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| 86 | <text x="760" y="353" text-anchor="middle" font-family="'Helvetica Neue', Arial, sans-serif" font-size="11" font-weight="bold" fill="#FFFFFF">Warranty</text> |
| 87 | <text x="760" y="367" text-anchor="middle" font-family="'Helvetica Neue', Arial, sans-serif" font-size="10" fill="#FFFFFF">~55%</text> |
| 88 | |
| 89 | |
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| 91 | <text x="880" y="330" text-anchor="middle" font-family="'Helvetica Neue', Arial, sans-serif" font-size="11" font-weight="bold" fill="#FFFFFF">Perf.</text> |
| 92 | <text x="880" y="344" text-anchor="middle" font-family="'Helvetica Neue', Arial, sans-serif" font-size="10" fill="#FFFFFF">~60%</text> |
| 93 | |
| 94 | |
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| 96 | <text x="1130" y="180" text-anchor="middle" font-family="'Helvetica Neue', Arial, sans-serif" font-size="16" font-weight="bold" fill="#1A3A5C">After-Sales Rating</text> |
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| 98 | |
| 99 | |
| 100 | <text x="1040" y="220" font-family="'Helvetica Neue', Arial, sans-serif" font-size="13" fill="#2C3E50">Excellent</text> |
| 101 | <text x="1210" y="220" text-anchor="end" font-family="'Helvetica Neue', Arial, sans-serif" font-size="14" font-weight="bold" fill="#27AE60">4%</text> |
| 102 | <path fill="#27AE60" d="M1043,228 H1056 A3,3 0 0 1 1059,231 V231 A3,3 0 0 1 1056,234 H1043 A3,3 0 0 1 1040,231 V231 A3,3 0 0 1 1043,228 Z" /> |
| 103 | |
| 104 | <text x="1040" y="256" font-family="'Helvetica Neue', Arial, sans-serif" font-size="13" fill="#2C3E50">Very Good</text> |
| 105 | <text x="1210" y="256" text-anchor="end" font-family="'Helvetica Neue', Arial, sans-serif" font-size="14" font-weight="bold" fill="#27AE60">12%</text> |
| 106 | <path fill="#27AE60" d="M1043,264 H1094 A3,3 0 0 1 1097,267 V267 A3,3 0 0 1 1094,270 H1043 A3,3 0 0 1 1040,267 V267 A3,3 0 0 1 1043,264 Z" /> |
| 107 | |
| 108 | <text x="1040" y="292" font-family="'Helvetica Neue', Arial, sans-serif" font-size="13" fill="#2C3E50">Good</text> |
| 109 | <text x="1210" y="292" text-anchor="end" font-family="'Helvetica Neue', Arial, sans-serif" font-size="14" font-weight="bold" fill="#E8A838">17%</text> |
| 110 | <path fill="#E8A838" d="M1043,300 H1118 A3,3 0 0 1 1121,303 V303 A3,3 0 0 1 1118,306 H1043 A3,3 0 0 1 1040,303 V303 A3,3 0 0 1 1043,300 Z" /> |
| 111 | |
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| 113 | <text x="1130" y="332" text-anchor="middle" font-family="'Helvetica Neue', Arial, sans-serif" font-size="11" fill="#E74C3C" font-weight="bold">— 33% threshold —</text> |
| 114 | |
| 115 | <text x="1040" y="358" font-family="'Helvetica Neue', Arial, sans-serif" font-size="13" font-weight="bold" fill="#E74C3C">Fair</text> |
| 116 | <text x="1210" y="358" text-anchor="end" font-family="'Helvetica Neue', Arial, sans-serif" font-size="14" font-weight="bold" fill="#E74C3C">61%</text> |
| 117 | <path fill="#E74C3C" d="M1043,366 H1207 A3,3 0 0 1 1210,369 V369 A3,3 0 0 1 1207,372 H1043 A3,3 0 0 1 1040,369 V369 A3,3 0 0 1 1043,366 Z" /> |
| 118 | |
| 119 | <text x="1040" y="394" font-family="'Helvetica Neue', Arial, sans-serif" font-size="13" font-weight="bold" fill="#E74C3C">Poor</text> |
| 120 | <text x="1210" y="394" text-anchor="end" font-family="'Helvetica Neue', Arial, sans-serif" font-size="14" font-weight="bold" fill="#E74C3C">6%</text> |
| 121 | <path fill="#E74C3C" d="M1043,402 H1066 A3,3 0 0 1 1069,405 V405 A3,3 0 0 1 1066,408 H1043 A3,3 0 0 1 1040,405 V405 A3,3 0 0 1 1043,402 Z" /> |
| 122 | |
| 123 | |
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| 125 | <text x="1130" y="440" text-anchor="middle" font-family="'Helvetica Neue', Arial, sans-serif" font-size="13" font-weight="bold" fill="#E74C3C">67% Dissatisfied</text> |
| 126 | <text x="1130" y="455" text-anchor="middle" font-family="'Helvetica Neue', Arial, sans-serif" font-size="11" fill="#5D6D7E">(Fair + Poor combined)</text> |
| 127 | |
| 128 | |
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| 130 | |
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| 132 | <path d="M12 1.67c.955 0 1.845 .467 2.39 1.247l.105 .16l8.114 13.548a2.914 2.914 0 0 1 -2.307 4.363l-.195 .008h-16.225a2.914 2.914 0 0 1 -2.582 -4.2l.099 -.185l8.11 -13.538a2.914 2.914 0 0 1 2.491 -1.403zm.01 13.33l-.127 .007a1 1 0 0 0 0 1.986l.117 .007l.127 -.007a1 1 0 0 0 0 -1.986l-.117 -.007zm-.01 -7a1 1 0 0 0 -.993 .883l-.007 .117v4l.007 .117a1 1 0 0 0 1.986 0l.007 -.117v-4l-.007 -.117a1 1 0 0 0 -.993 -.883z" /> |
| 133 | </g> |
| 134 | <text x="1062" y="523" font-family="'Helvetica Neue', Arial, sans-serif" font-size="12" font-weight="bold" fill="#E8A838">Data Quality Warning</text> |
| 135 | <text x="1035" y="543" font-family="'Helvetica Neue', Arial, sans-serif" font-size="11" fill="#5D6D7E">Only 40% questionnaire return</text> |
| 136 | <text x="1035" y="555" font-family="'Helvetica Neue', Arial, sans-serif" font-size="11" fill="#5D6D7E">rate — potential response bias</text> |
| 137 | |
| 138 | |
| 139 | <line x1="60" y1="690" x2="1220" y2="690" stroke="#D5DDE5" stroke-width="0.5" /> |
| 140 | <text x="60" y="710" font-family="'Helvetica Neue', Arial, sans-serif" font-size="11" fill="#95A5A6">Source: Customer Priority Survey & After-Sales Satisfaction Survey</text> |
| 141 | <text x="1100" y="710" font-family="'Helvetica Neue', Arial, sans-serif" font-size="10" fill="#95A5A6">CONFIDENTIAL</text> |
| 142 | <text x="1220" y="710" text-anchor="end" font-family="'Helvetica Neue', Arial, sans-serif" font-size="11" fill="#95A5A6">5</text> |
| 143 | </svg> |