- A nationwide survey found 31% of customers want the opportunity to drop off keys outside regular business hours, such as early mornings and at weekends.
- 28% feel rushed during vehicle check-in due to queues; the same proportion would prefer not to speak to a service advisor.
- 30% believe alternative check-in options would significantly reduce wait times.
- 21% would prefer to share details about any issues with their vehicle online before visiting the dealer.
A new survey* commissioned by Tjekvik has found that a significant proportion of aftersales customers want greater flexibility when checking in their vehicles for service or repair.
Growing demand for flexible check-in options
In the survey, 40% of car owners would value the option of checking in their vehicles online at a time that suits them. Additionally, 31% want the option to drop off or collect their keys outside normal business opening hours, such as before 8:30 am, after 5:30 pm, or during weekends.
The survey indicates that queuing in aftersales departments could be prompting motorists’ desire for greater flexibility.
28% of respondents feel rushed when discussing their service needs due to lengthy queues, while 30% believe alternative check-in options would significantly reduce waiting times. A third (33%) voiced the need for designated seating areas, enabling them to review and sign documents without feeling rushed.
The rising interest in digital self-service solutions can also be attributed to customers being less comfortable with traditional dealership methods.
28% of respondents indicated they would prefer to avoid face-to-face interactions with a service advisor entirely during vehicle drop-off or collection, while 21% would prefer to share details about any issues with their vehicle online before they visit to avoid hurried in-person explanations.
Enhancing convenience with self-service
Tjekvik offers self-service technology that allows for seamless, flexible vehicle check-in and check-out.
These solutions streamline the customer experience by reducing wait times and queues, and also alleviate the pressure on service advisers, empowering them to focus on those customers who require additional support.
Christian Mark, CEO and Co-Founder at Tjekvik, said: “As dealerships seek to improve their customer experience, our findings underline the importance of offering flexible self-service solutions to help reduce queues and enhance customer satisfaction.”
To complement its indoor self-service kiosks, Tjekvik recently launched its new Outdoor kiosk, designed to deliver a seamless check-in and check-out solution 24 hours a day, seven days a week. With a secure design and all-weather durability, the Outdoor kiosk provides additional flexibility and convenience for dealers and customers.
The operational flexibility of Tjekvik’s Outdoor kiosk also 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.
In addition to offering enhanced customer convenience, this greater reach will ensure dealers can also profit from additional business.
*Research was conducted by OnePoll; sample was comprised of 1,000 car owners across Germany