SEATTLE, Wash., Sept 13, 2016 — Record360, the industry-leading provider of asset condition software, today released the official results of its first-ever survey of dealership service center customers. The survey’s findings point to an increased need for dealership service centers to improve their service transparency and provide greater visibility into vehicle condition to retain repeat customers.
The nationwide survey, fielded by Pollfish, was conducted on June 5, 2016 on behalf of Record360. The survey was conducted online among 500 adults who had taken their vehicle into a dealership service center for maintenance within the past twelve months. The survey probed on the factors that influence visiting and not visiting a service center, as well as what general and tech-related services customers would want to see from service centers. Key findings included:
The top reason for not choosing a dealership’s service center for maintenance is uncertainty over the cost of the service itself.
80% of customers would not return to a service center if they thought an item went missing from their car during their last visit.
More than half of customers want a free car was as part of their visit, and 41% want an email record of their vehicle’s condition.
As dealerships fight to drive their CSI scores higher, the survey’s findings point to ways dealerships can offer stronger customer service. According to Shane Skinner, Record360’s Co-Founder & CEO, “It’s exciting to see that customers are asking for services that are well within any dealership’s ability to offer. Whether it’s stronger transparency around cost and the time it takes to complete maintenance or around visualizing vehicle condition, customers are asking for things that dealerships can implement right now, or with some minor technology upgrades.”
To read Record360’s Dealership Service Center Customer Report with complete survey results, download it here.
Record360 is the leading asset condition reporting app that lets rental and leasing companies assess an asset’s condition, reduce damage disputes, minimize damage expenses and increase customer service. Used by major companies across the globe, including Budget, Avis, Papé Machinery and Komatsu, Record360 brings greater transparency to condition reporting and helps companies boost their bottom line.
Author: Digital Dealer
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