Exploring the Role of Customer Feedback in Shaping Innovation for High-Performance UPS Systems: Insights from Bengaluru

Abstract

The study examines the role of customer feedback in shaping innovation for high-performance Uninterruptible Power Supply (UPS) systems in Bengaluru’s industrial landscape. A sequential exploratory mixed-method approach was employed, involving 300 UPS customers selected through stratified random sampling and 30 participants for Focus Group Discussions (FGDs). The survey instrument, developed based on FGD findings, achieved high reliability (Cronbach’s alpha = 0.87) and validity through expert review and pilot testing. Thematic analysis revealed challenges, such as fragmented feedback systems and delays, alongside opportunities like predictive maintenance tools and co-creation workshops. Quantitative results demonstrated significant relationships between feedback mechanisms and innovation outcomes, with Chi-Square tests indicating a strong association (p < 0.05) between feedback integration and industry-specific demands. Mean scores highlighted the influence of feedback on key innovations, including modularity (3.20), IoT-enabled systems (3.25), and eco-friendly designs. Findings suggest that customer feedback prioritises feature development and drives sustainable and scalable product innovations. The study concludes that leveraging structured feedback mechanisms, fostering collaboration, and adopting digital tools are essential for aligning UPS systems with customer needs. These insights offer actionable strategies for shaping customer-centric innovations and enhancing the performance and relevance of UPS systems in Bengaluru’s competitive industrial ecosystem.