"Contrary to the negative perceptions often associated with automotive dealerships, a recent Maritz Research CEBenchmarks study revealed the auto industry outperforms several other industries, including retail and wireless services, when it comes to providing a quality customer service experience. In fact, three in four customers rated their experience among the three highest ratings on a 10-point scale when purchasing or leasing a vehicle or having a vehicle serviced.
The CEBenchmarks study compared customer service experiences across 11 industries and 34 types of transactions. Specifically, for automotive transactions, customers were asked about experiences purchasing or leasing a vehicle from a new car dealership in the past six months and having vehicles serviced at a new-car dealership within the past three months.
When asked more detailed questions about their automotive sales experience, 74.5 percent of customers were satisfied. The study also identified key factors in driving this customer satisfaction. Customers rated their experience with the sales process as the most important aspect, followed by dealership honesty, dealership keeping promises, vehicle delivery process and financing/paperwork process as additional indicators of satisfaction. " [Read more]
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