A recent survey shows that nearly two-thirds of Spanish customers face queues at dealerships when dropping off or collecting vehicles for service or repairs.
The survey’s main findings indicate:
- 64% of Spanish car owners have to queue to be seen by a service advisor.
- 28% believe independent workshops or garage chains might have shorter queues.
- Those based on the Canary Islands find they have to wait the most compared to any other region.
Queuing at dealerships to drop off or collect vehicles for service or repair has become so prevalent that it is now affecting almost two-thirds of Spanish customers, according to a recent nationwide survey.
The research commissioned by Tjekvik, a market leader in digital aftersales solutions, found that 64% of Spanish car owners have to queue to be seen by a service advisor, with 21% queueing ‘most times’, 35% saying they ‘sometimes’ have to queue, and 8% 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. Over three quarters (77%) of drivers aged between 25 to 34 find they have to queue, compared with just 44% of those aged 65 and over – potentially a consequence of fewer older drivers having to drop off their keys before a working day.
Those based on the Canary Islands are finding they have to wait the most compared to any other region, with 77% of respondents having to queue.
While these queues can be inconvenient for customers, there’s a possibility that dealers will end up paying the price.
According to the survey, 33% of respondents agreed with the statement, ‘It makes me less satisfied about that dealer’s standards of customer service’, while 28% think ‘an independent workshop or fast-fit garage chain might have shorter queues.’
Furthermore, 23% would think about taking their car somewhere else, next time work is needed.
What can dealerships do?
Tjekvik’s Home and Indoor self-service products enable customers to securely check their vehicle in and out, how, when, and where they want.
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 Spanish car drivers who use main franchised dealers for servicing and repair.