29 March 2017 in The Call Takers Blog

Survey claims automotive retail is worst for customer service

All About Calls has been looking into different industry sectors this month. WE continue our focus on Motor services. Research has shown that there are many issues facing this industy, specifically around the experience received by the customer. In this article By John Kirwan of Motor Trader.com we can see true evidence of this in the report.

The automotive sector is getting worse at treating customers well and is now bottom of the league table for the best service and customer experience.

That’s the conclusion of the third annual Customer Experience Survey from service design consultancy, Engine.

Among the 14 sectors covered, the proportion of customers saying automotive was among the best for service dropped from 12.2% to 9.5%, pushing it below insurance (9.9%) and utility (10.3%) companies.

For the second straight year, automotive came out as the least reliant sector on customer service

Oliver King, co-founder of Engine, said: “The problem is that retail staff are working to traditional sales and after-sales processes, often created by siloed teams within manufacturers and groups, which no longer reflect the way people buy and service cars.

“Customer’s service expectations have evolved dramatically in line with innovative concepts in the high street and online.

They’re used to multi-channel retail experiences but automotive is stuck in a linear model in a non-linear world. Consequently, they can’t meet customers’ current expectations and preferences.”

Honesty is the most valued trait in the way a company deals with customers (cited as a top three trait by 50% of people), followed by efficiency (48%) and reliability (44%).

The survey of 1,012 adults was carried out in July.

All About Calls flag ship services, The Call Makers and The Call Takers could provide a solution for both small and large companies in this sector. Our expert team are able to seamlessly add value to your services by always being a polite voice at the end of the phone, whether for outbound account management calls, incoming customer service calls or enquiries. We can tailor a solution specifically for you.

Give one of us a call now on 0800 470 1576 to see how we can help.

The original article can be visited here: http://www.motortrader.com/motor-trader-news/automotive-news/automotive-retail-lags-behind-customer-service-01-09-2016


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