London worst hit for queues to drop off and collect cars

 

A new nationwide survey has found that 67% of aftersales customers have to queue when they drop off or collect their car.

A fifth, 20%, of those respondents say these routine queues are making them think about taking their car elsewhere, next time work is needed. The research* was commissioned by Tjekvik, a specialist in digital aftersales solutions.

When asked ‘How often do you find you typically need to queue to be seen by a service advisor?’, 36% responded ‘sometimes’, 25% responded ‘most times’, and 6% responded ‘every time’ (67% in total).

As well as impacting loyalty, 18% of respondents say these queues are making them feel less satisfied about the dealer’s standards of customer service.

Queues were found to be most common at dealerships in London, with 82% saying they have to queue. Those in the East Midlands fared best, with 55% of respondents having to queue.

Christian Mark, CEO and Co-Founder at Tjekvik, said: “With many customers looking more closely at where they take their vehicles for service and repair, particularly due to the ongoing cost-of-living crisis, maintaining good levels of customer service is essential to maintaining footfall.

“Aftersales departments are busy areas for most dealers, particularly at peak times, and our survey highlights that queuing to see a service adviser remains an issue for many. Providing the flexibility of digital check-in and check-out means those customers who don’t want to wait can drop-off and pick-up their keys quickly and securely.”