New Wheels

Drive your dreams to reality

Business Performance Report

2018
About New Wheels
• New-Wheels: A vehicle resale company focused on
providing affordable pre-owned vehicles with
excellent after-sales service.
• Addressing growing preference for pre-owned
vehicles due to affordability.

2 Business performance report 2018

Concerns looming
• Declining sales and drop in new customers every
quarter.
• Critical customer feedback and ratings impacting
the business.
• Quarterly analysis of business performance on key
metrics

3 Business performance report 2018

Business overview
01. Revenue (in Mn) 02. Orders
$125 1000

$23 199

2018 Q4 - 2 0 1 8
2018 Q4-2018

03. Customers 04. Customer feed 05. Avg days to ship

backs
New wheels have served Average Rating – 3.1 On an Average 98 days is
994 customer in 2018 Customers Rating take to ship an order
Very good – 22.6%
Good – 21.5%

4 Business performance report 2018

“
S uccess is not just about making the right
moves; it's about adapting to the ever-
changing road ahead.
Understanding
Declining Sales
and Customer
Feedback Impact
Top 10 state wise customers

• Customers are spread across various states.

• The top states with the highest number of
customers are California, Texas, Florida, and New
York

7 Business performance report 2018

Customer ratings over quarters

• The average ratings given by customers have been

steadily declining quarter by quarter.
• From an average rating of 3.5 in the 1st quarter, it
has dropped significantly to just 2.4 in the 3rd
quarter

8 Business performance report 2018

Customer satisfactions over quarters

• The number of critical customer feedbacks has grown

significantly over the quarters.
• In the 1st quarter, approximately 78% of customers rated
their experience as neutral to positive. However, this
percentage has dropped drastically to only 40%.
• Around 60% of customers are dissatisfied, giving ratings
of bad or very bad.
• Quarter 3 appears to be the inflection point where
customer feedback has turned predominantly negative

9 Business performance report 2018

Top Makers by Sales

• Chevrolet
• Ford
• Toyota
• Pontiac
• Dodge
These brands have emerged as the top choices among
customers at New-Wheels.

10 Business performance report 2018

Consistent Manufacturer Ranking Across
States

• Chevrolet, Dodge, Pontiac, Ford, and Toyota are

the leading manufacturers that consistently rank
high across multiple states.
• These manufacturers have established a strong
presence and popularity among customers in
various states

11 Business performance report 2018

Declining orders over quarters

• Trend of declining orders over each previous

quarter
• Cause for concern based on critical customer
feedback
• Need to address underlying issues contributing to
the decline
• Importance of improving customer satisfaction to
boost order volumes

12 Business performance report 2018

Declining revenue over quarters

Quarterly Revenue (in Millions)

$45.00
-17%
$39.42 -11%
• Q1, 2018: Revenue recorded at 39 million USD $40.00

• Q2, 2018: Decline in revenue to 33 million USD $35.00

-20%
$32.72
• Q3, 2018: Further decrease in revenue to 29 million USD
$30.00 $29.23
• Q4, 2018: Revenue dropped to 23 million USD
Declining revenue over quarters: $25.00 $23.35
• QoQ percentage change in revenue shows a downward
trend $20.00

• Concerning situation that requires attention and action $15.00

• Identify and address underlying factors contributing to
revenue decline $10.00

$5.00

$0.00
2018-Q1 2018-Q2 2018-Q3 2018-Q4

13 Business performance report 2018

 Avg discount by Credit cards
Discount by Credit-cards

LASER 64%

MASTERCARD 63%

MAESTRO 62%

VISA-ELECTRON 62%
• Discounts offered where as high as 65% in LASER credit
card CHINA-UNIONPAY 62%
• Discounts are upwards of 50% across the credit card INSTAPAYMENT 62%
type.
AMERICANEXPRESS 62%

DINERS-CLUB-US-CA 61%

DINERS-CLUB-CARTE-BLANCHE 61%

SWITCH 61%

BANKCARD 61%

JCB 61%

VISA 60%

DINERS-CLUB-ENROUTE 60%

SOLO 59%

14 Business performance report 2018 DINERS-CLUB-INTERNATIONAL 58%

Shipping days trend

• The trend analysis of shipping duration reveals that the number of days
taken in shipping has been increasing quarter by quarter.
• Notably, there has been a significant jump in the shipping duration in
Q3, coinciding with the time when customer feedback turned negative.
• This increase in shipping duration has had a direct impact on the
declining revenue and orders for New Wheels.
• The negative customer experience related to delayed shipping is likely
contributing to the drop in revenue and orders for the company.
• Addressing the issue of shipping delays is crucial to improve customer
satisfaction and revive the business performance.

15 Business performance report 2018

Key Causes for decline
in performance

Increase in shipping High discounts

time Discounts are given to
Deliveries have taken more customers in upwards of 55%
time during Q3 & Q4

Increasing Customer Leading to decline

critical feedbacks
Decline in orders leading to
From a level of 60% good decline in revenue.
ratings in Q1, dropped to
mere 40% in Q4

16 Business performance report 2018

Suggestions

Customer satisfaction Customer discounts

Process setup to address the customer concern be it in
sales process or after sales service.
Customer to be center of the strategy
Focus on Customers
Listening to customer feedbacks and working on them
will be key motive going forward.
Customer discounts are higher side. Sales team to be
equipped with tools for sales pitch based on product
rather than on discount
Delivering time
Shipping time has jumped 2 fold. Fixing the shipping
time deliver as per customer expectations

Turn-around
With above strategy in place, we expect to turn around
the negative bias of customers

17 Business performance report 2018

Thank you

Submitted by
Vinoth Kannan R
DSBA-SQL Project