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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.” 

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Natalie Middleton

Natalie has worked as a fleet journalist for 16 years, previously as assistant editor on the former Company Car magazine before joining Fleet World in 2006. Prior to this, she worked on a range of B2B titles, including Insurance Age and Insurance Day. As Business Editor, Natalie ensures the group websites and newsletters are updated with the latest news.