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| 18 | |
| 19 | <!-- Page title --> |
| 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 | <!-- Takeaway box --> |
| 25 | <rect x="60" y="78" width="1160" height="45" rx="4" fill="#1A3A5C"/> |
| 26 | <text x="80" y="100" font-family="'Helvetica Neue', Arial, sans-serif" font-size="14" fill="#FFFFFF"> |
| 27 | <tspan x="80" dy="0">After-sales ranks #4 in customer priorities but only 33% rate it Good or above — the single largest gap between what customers want and</tspan> |
| 28 | <tspan x="80" dy="16">what they receive. This is the strategic intervention point.</tspan> |
| 29 | </text> |
| 30 | |
| 31 | <!-- ===== 2×2 Matrix Area ===== --> |
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| 35 | |
| 36 | <!-- Y-axis label --> |
| 37 | <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> |
| 38 | <text x="140" y="170" text-anchor="end" font-family="'Helvetica Neue', Arial, sans-serif" font-size="12" fill="#5D6D7E">100%</text> |
| 39 | <text x="140" y="280" text-anchor="end" font-family="'Helvetica Neue', Arial, sans-serif" font-size="12" fill="#5D6D7E">75%</text> |
| 40 | <text x="140" y="390" text-anchor="end" font-family="'Helvetica Neue', Arial, sans-serif" font-size="12" fill="#5D6D7E">50%</text> |
| 41 | <text x="140" y="500" text-anchor="end" font-family="'Helvetica Neue', Arial, sans-serif" font-size="12" fill="#5D6D7E">25%</text> |
| 42 | <text x="140" y="608" text-anchor="end" font-family="'Helvetica Neue', Arial, sans-serif" font-size="12" fill="#5D6D7E">0%</text> |
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| 48 | |
| 49 | <!-- X-axis label --> |
| 50 | <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> |
| 51 | <text x="280" y="632" text-anchor="middle" font-family="'Helvetica Neue', Arial, sans-serif" font-size="12" fill="#5D6D7E">#1</text> |
| 52 | <text x="400" y="632" text-anchor="middle" font-family="'Helvetica Neue', Arial, sans-serif" font-size="12" fill="#5D6D7E">#2</text> |
| 53 | <text x="520" y="632" text-anchor="middle" font-family="'Helvetica Neue', Arial, sans-serif" font-size="12" fill="#5D6D7E">#3</text> |
| 54 | <text x="640" y="632" text-anchor="middle" font-family="'Helvetica Neue', Arial, sans-serif" font-size="12" fill="#5D6D7E">#4</text> |
| 55 | <text x="760" y="632" text-anchor="middle" font-family="'Helvetica Neue', Arial, sans-serif" font-size="12" fill="#5D6D7E">#5</text> |
| 56 | <text x="880" y="632" text-anchor="middle" font-family="'Helvetica Neue', Arial, sans-serif" font-size="12" fill="#5D6D7E">#6</text> |
| 57 | |
| 58 | <!-- Quadrant shading --> |
| 59 | <!-- Top-left: High priority + High satisfaction (green) --> |
| 60 | <rect x="160" y="150" width="420" height="230" fill="#2D8A4E" fill-opacity="0.05"/> |
| 61 | <!-- Bottom-left: High priority + Low satisfaction (red — danger zone) --> |
| 62 | <rect x="160" y="380" width="420" height="230" fill="#E74C3C" fill-opacity="0.06"/> |
| 63 | <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> |
| 64 | |
| 65 | <!-- Data points --> |
| 66 | <!-- #1 Economy — high satisfaction ~80% → y = 150 + (1-0.80)*460 = 242 --> |
| 67 | <circle cx="280" cy="242" r="30" fill="#2D8A4E" filter="url(#dotShadow)"/> |
| 68 | <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> |
| 69 | <text x="280" y="254" text-anchor="middle" font-family="'Helvetica Neue', Arial, sans-serif" font-size="11" fill="#FFFFFF">~80%</text> |
| 70 | |
| 71 | <!-- #2 Price — high satisfaction ~75% → y = 150 + (1-0.75)*460 = 265 --> |
| 72 | <circle cx="400" cy="265" r="28" fill="#2D8A4E" filter="url(#dotShadow)"/> |
| 73 | <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> |
| 74 | <text x="400" y="277" text-anchor="middle" font-family="'Helvetica Neue', Arial, sans-serif" font-size="11" fill="#FFFFFF">~75%</text> |
| 75 | |
| 76 | <!-- #3 Reliability — good satisfaction ~70% → y = 150 + (1-0.70)*460 = 288 --> |
| 77 | <circle cx="520" cy="288" r="26" fill="#E8A838" filter="url(#dotShadow)"/> |
| 78 | <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> |
| 79 | <text x="520" y="300" text-anchor="middle" font-family="'Helvetica Neue', Arial, sans-serif" font-size="11" fill="#FFFFFF">~70%</text> |
| 80 | |
| 81 | <!-- #4 After-sales — CRITICAL: 33% satisfaction → y = 150 + (1-0.33)*460 = 458 --> |
| 82 | <circle cx="640" cy="458" r="36" fill="#E74C3C" filter="url(#dotShadow)"/> |
| 83 | <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> |
| 84 | <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> |
| 85 | <text x="640" y="482" text-anchor="middle" font-family="'Helvetica Neue', Arial, sans-serif" font-size="12" fill="#FFFFFF">33%</text> |
| 86 | |
| 87 | <!-- Critical gap annotation arrow --> |
| 88 | <line x1="640" y1="288" x2="640" y2="420" stroke="#E74C3C" stroke-width="2" stroke-dasharray="6,3"/> |
| 89 | <text x="656" y="360" font-family="'Helvetica Neue', Arial, sans-serif" font-size="14" font-weight="bold" fill="#E74C3C">GAP</text> |
| 90 | |
| 91 | <!-- #5 Warranty — medium satisfaction ~55% → y = 150 + (1-0.55)*460 = 357 --> |
| 92 | <circle cx="760" cy="357" r="22" fill="#5D6D7E" filter="url(#dotShadow)"/> |
| 93 | <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> |
| 94 | <text x="760" y="367" text-anchor="middle" font-family="'Helvetica Neue', Arial, sans-serif" font-size="10" fill="#FFFFFF">~55%</text> |
| 95 | |
| 96 | <!-- #6 Performance — medium satisfaction ~60% → y = 150 + (1-0.60)*460 = 334 --> |
| 97 | <circle cx="880" cy="334" r="20" fill="#5D6D7E" filter="url(#dotShadow)"/> |
| 98 | <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> |
| 99 | <text x="880" y="344" text-anchor="middle" font-family="'Helvetica Neue', Arial, sans-serif" font-size="10" fill="#FFFFFF">~60%</text> |
| 100 | |
| 101 | <!-- ===== Right panel — After-sales breakdown ===== --> |
| 102 | <rect x="1020" y="150" width="220" height="320" rx="8" fill="#F4F6F8" stroke="#D5DDE5" stroke-width="1"/> |
| 103 | <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> |
| 104 | <line x1="1035" y1="192" x2="1225" y2="192" stroke="#D5DDE5" stroke-width="1"/> |
| 105 | |
| 106 | <!-- Ratings --> |
| 107 | <text x="1040" y="220" font-family="'Helvetica Neue', Arial, sans-serif" font-size="13" fill="#2C3E50">Excellent</text> |
| 108 | <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> |
| 109 | <rect x="1040" y="228" width="19" height="6" rx="3" fill="#27AE60"/> |
| 110 | |
| 111 | <text x="1040" y="256" font-family="'Helvetica Neue', Arial, sans-serif" font-size="13" fill="#2C3E50">Very Good</text> |
| 112 | <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> |
| 113 | <rect x="1040" y="264" width="57" height="6" rx="3" fill="#27AE60"/> |
| 114 | |
| 115 | <text x="1040" y="292" font-family="'Helvetica Neue', Arial, sans-serif" font-size="13" fill="#2C3E50">Good</text> |
| 116 | <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> |
| 117 | <rect x="1040" y="300" width="81" height="6" rx="3" fill="#E8A838"/> |
| 118 | |
| 119 | <line x1="1035" y1="316" x2="1225" y2="316" stroke="#E74C3C" stroke-width="1" stroke-dasharray="4,3"/> |
| 120 | <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> |
| 121 | |
| 122 | <text x="1040" y="358" font-family="'Helvetica Neue', Arial, sans-serif" font-size="13" font-weight="bold" fill="#E74C3C">Fair</text> |
| 123 | <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> |
| 124 | <rect x="1040" y="366" width="170" height="6" rx="3" fill="#E74C3C"/> |
| 125 | |
| 126 | <text x="1040" y="394" font-family="'Helvetica Neue', Arial, sans-serif" font-size="13" font-weight="bold" fill="#E74C3C">Poor</text> |
| 127 | <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> |
| 128 | <rect x="1040" y="402" width="29" height="6" rx="3" fill="#E74C3C"/> |
| 129 | |
| 130 | <!-- Summary --> |
| 131 | <rect x="1030" y="420" width="200" height="40" rx="4" fill="#E74C3C" fill-opacity="0.08"/> |
| 132 | <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> |
| 133 | <text x="1130" y="455" text-anchor="middle" font-family="'Helvetica Neue', Arial, sans-serif" font-size="11" fill="#5D6D7E">(Fair + Poor combined)</text> |
| 134 | |
| 135 | <!-- Data quality warning --> |
| 136 | <rect x="1020" y="500" width="220" height="56" rx="6" fill="#E8A838" fill-opacity="0.08" stroke="#E8A838" stroke-width="1" stroke-opacity="0.3"/> |
| 137 | <use data-icon="tabler-filled/alert-triangle" x="1035" y="509" width="20" height="20" fill="#E8A838"/> |
| 138 | <text x="1062" y="523" font-family="'Helvetica Neue', Arial, sans-serif" font-size="12" font-weight="bold" fill="#E8A838">Data Quality Warning</text> |
| 139 | <text x="1035" y="543" font-family="'Helvetica Neue', Arial, sans-serif" font-size="11" fill="#5D6D7E">Only 40% questionnaire return</text> |
| 140 | <text x="1035" y="555" font-family="'Helvetica Neue', Arial, sans-serif" font-size="11" fill="#5D6D7E">rate — potential response bias</text> |
| 141 | |
| 142 | <!-- Footer --> |
| 143 | <line x1="60" y1="690" x2="1220" y2="690" stroke="#D5DDE5" stroke-width="0.5"/> |
| 144 | <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> |
| 145 | <text x="1100" y="710" font-family="'Helvetica Neue', Arial, sans-serif" font-size="10" fill="#95A5A6">CONFIDENTIAL</text> |
| 146 | <text x="1220" y="710" text-anchor="end" font-family="'Helvetica Neue', Arial, sans-serif" font-size="11" fill="#95A5A6">5</text> |
| 147 | </svg> |
| 148 |