Dealers are letting down customers and their brands with poor communication when it comes to servicing, according to the J.D. Power 2019 UK Customer Service Index Study released today. While some brands stand out for good communication, others are missing opportunities to build trust, relationships and satisfaction. Sizable gaps exist between how customers prefer to schedule vehicle service … [Read more...]
Doctors are prescription for problems
A study by GoCompare Car Insurance has found GPs are the most likely to make a claim due to an accident that was their fault. Analysis shows more than one in every eight (12.4%) GPs has made at least one ‘at-fault’ claim in the past year – more thandouble the national average across all occupations (6%). Interestingly, 11.6% of these claims involved no injuries, with GPs not actually making the … [Read more...]
Motorists’ deep unhappiness with dealer finance services
A mystery shop of car dealerships has revealed there is nation-wide consumer confusion about car finance, stemming from a lack of transparency and inconsistent sales practices. The research by Confused.com comes ahead of the results of a review by the Financial Conduct Authority into the growing motor finance sector, which will review potential for consumer harm, due in September … [Read more...]
Dealers still dominate car sales over internet searching
Despite the internet becoming the most common source for researching a car, consumers still rely on car dealers when actually making a purchase, according to the second iteration of the Britain Under the Bonnet report produced by Close Brothers Motor Finance. The findings reveal that well over half (57%) of motorists used the internet to help inform their choice of car – a significant increase … [Read more...]
Personal data dilemma for dealers
Personal data stored in vehicle satnav and phones is going to be a headache for dealers in future. Satnav address records and Bluetooth phone information stored on used cars and vans are set to create a headache for remarketing companies with the arrival of General Data Protection Regulation (GDPR) next year, says the Vehicle Remarketing Association. The trade body, which represents … [Read more...]