8% of drivers rate service levels of car dealers as poor
That’s according to new research from information research specialists EDM Group, which also reveal that only a third (34%) of people rated dealers as ‘very good’ or ‘excellent’.
For those who were disappointed with service levels, 45% said it was because they were given incorrect data and information. One in five people (20%) said the process was very paper-based and it took too long.
Significantly, some 86% of people who said that they were unhappy with service levels said they would not go back to that marque or dealer again.
Matt Collinge, associate director – automotive at EDM Group, said: “The impact of not getting this right can be hugely significant. Our research shows that 34% of people avoid going to certain car dealers or marques because they have a reputation for poor customer service.”