WHY MOTRIO? 23 END CUSTOMER EXPECTATIONS In November 2016, TNS SOFRES conducted a survey commissioned by Renault called Focus Group Motrio. There were many targets and locations. The survey was done in 3 countries (France, Spain and Slovenia) and with BtoB and BtoC clients. The main objective for the BtoB target was to find out their expectations of a brand and for the BtoC target to evaluate Motrio's reputation and to find out the expectations of its clients. The Motrio strategy was therefore defined taking these results into account. To summarise, the following customer expectations were revealed by this study: • Customers are on the whole convinced of the longevity and reliability of their vehicles • These days, it has become more complex to maintain or repair a modern car and customers often need to go back to the manufacturer network • More and more information is available online, which can, paradoxically, complicate choice and make decision-mak- ing harder even though the market structure (compared to independent repairers) seems clear enough in their eyes • General mistrust with regard to maintenance/repair A challenge of transparency, honesty and data extraction were pinpointed by all of those questioned.