20% of motorists say queues make them consider going elsewhere

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A new nationwide survey has found that 67% of aftersales customers say they have to queue when they drop off or collect their car, and 20% of those respondents say these routine queues are making them consider 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 with the dealer’s standards of customer service.

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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 for 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.” 

Tjekvik’s Home and Indoor self-service products enable customers to securely check their vehicle in and out, how, when and where they want – whether it’s at home on their own device, or in the dealership via user-friendly touchscreen kiosks. Tjekvik Outdoor also delivers a seamless check-in and check-out solution 24 hours a day, seven days a week.

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The operational flexibility of Tjekvik’s Outdoor kiosk means dealers can support customers with drop-offs and collections at locations away from the service reception, such as airports, railway stations and shopping centres. As well as offering enhanced customer convenience, the greater reach ensures dealers can profit from additional business

The Tjekvik digital check-in process also allows dealerships to promote value-added products and services, such as season-specific offers, air conditioning checks and service plans. With many customers being more comfortable in choosing such items at a time to suit them, the feature takes the pressure off service advisors and enables dealerships to drive additional revenues in a consistent and measurable way. 

To contact and learn more about Tjekvik, please visit: https://www.tjekvik.com/

* Research was conducted by OnePoll; the sample was comprised of 1,000 car owners across the UK

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