Despite progress in recent years, queuing remains one of the most visible friction points in the aftersales journey.
A recent nationwide survey found that 46% of UK aftersales customers still have to queue to see a service adviser, according to research commissioned by Tjekvik.
Queuing remains a persistent pain point
When asked how often they need to queue to see a service adviser when dropping off or collecting their car, 29% of respondents said “sometimes”, 13% said “most times”, and 4% said “every time.”
Younger customers feel the impact most acutely – 80% of those aged 18–24 report having to queue, proving that as a new generation of customers enters the aftersales market, they bring higher expectations for seamless, digital-first experiences.
Yet the picture is improving. Tjekvik’s research highlights a significant drop compared to 2024, when 67% of UK aftersales customers reported having to queue – a figure that has fallen to 46% today.
Regional differences also stand out: in London, 67% of respondents said they have to queue, down from 82% two years ago, while customers in the East of England fared best, with just 36% reporting the same.
Impact on customer loyalty
Queues don’t just frustrate – they influence loyalty and how customers perceive their dealer’s standards.
In 2024, 20% of customers said queuing would make them consider going elsewhere, while 18% felt it lowered their perception of service quality.
Those sentiments have only deepened: by 2026, 22% believe independent workshops might offer shorter waits, and 19% say that queuing has left them less satisfied with their dealer’s customer service overall.
The rise of digital appointment booking and self-service
One of the most impactful shifts driving the reduction in wait times is the growing adoption of digital self-service solutions. Online scheduling helps dealerships move away from unpredictable walk-in traffic toward a more manageable, predictable flow – easing peak-time congestion and giving service teams the opportunity to prepare in advance, improving both efficiency and the overall customer experience.
The numbers reflect this momentum. In 2025, nearly 3 million customers used Tjekvik’s digital check-in and check-out to drop off or collect their vehicles, representing an 11% increase in digital interactions compared to the previous year.
“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. Despite this, providing the flexibility of digital check-in and check-out has shown a noticeable difference year-on-year, meaning more customers than ever are choosing to drop off and pick up their keys quickly and securely.”
Christian Mark, CEO & Co-founder at Tjekvik
Self-service reduces pressure on service advisers by handling routine processes, cutting queues and freeing staff to focus on higher-value interactions. It also aligns with evolving customer expectations for speed, autonomy, and minimal friction.
Tjekvik’s Home, Indoor, and Outdoor self-service solutions give customers the flexibility to check their vehicle in and out however, whenever, and wherever suits them best – whether that’s at home on their own device or at the dealership via intuitive touchscreen kiosks. And with Tjekvik’s Outdoor kiosk, that seamless experience is available around the clock, 24 hours a day, seven days a week.
*Survey conducted by OnePoll in March 2026 amongst 1,000 UK car drivers who use main franchised dealers for servicing and repair