A recent nationwide survey revealed that 67% of Polish drivers face queues when visiting a dealership, prompting many to consider switching to independent garages.
Key findings of the survey:
- 67% of Polish car owners have to queue to be seen by a service advisor.
- 38% believe independent workshops or garage chains might have shorter queues.
- Those based in Zachodniopomorskie, Pomorskie, Kujawsko-pomorskie and Warmińsko-mazurskie are finding they have to wait the most.
- Tjekvik’s Home and Indoor self-service products enable customers to securely check their vehicle in and out, how, when, and where they want.
Queuing at dealerships to drop off or collect vehicles for service or repair has become so prevalent that it is now affecting over two-thirds of Polish customers, according to a recent nationwide survey.
The research* commissioned by Tjekvik, a specialist in digital aftersales solutions, has found that 67% of Polish car owners have to queue to be seen by a service advisor, with 25% queueing ‘most times’, 35% saying they ‘sometimes’ have to queue, and 7% having to queue ‘every time’.
The survey also found that queuing tends to affect people more in certain age groups and those based in defined areas. Three-quarters (75%) of drivers aged between 25 and 34 find they have to queue, compared with just 32% of those aged 65 and over – potentially a consequence of fewer older drivers having to drop off keys before a working day.
Those based in the north of the country, including in Zachodniopomorskie, Pomorskie, Kujawsko-pomorskie, and Warmińsko-mazurskie, are finding they have to wait the most compared to any other region, with 71% of respondents having to queue.
Dealerships at risk of losing business
While these queues can be inconvenient for customers, there’s a possibility that dealers will end up paying the price.
According to the survey, 32% of respondents agreed with the statement, ‘It makes me think about taking my car somewhere else, next time work is needed’, while 30% feel ‘less satisfied with their dealer’s standards of customer service’ due to queues.
Furthermore, 38% believe independent workshops or fast-fit garage chains might have shorter queues.
Christian Mark, CEO & Co-founder at Tjekvik, said: “With many customers looking more closely at where they take their vehicles for service and repair, maintaining good levels of customer service is essential to 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.
*Survey conducted by OnePoll amongst 1,000 Polish car drivers who use main franchised dealers for servicing and repair