Key findings on the impact of aftersales queues
- Over half of German car owners (56%) report the need to queue to see a service advisor, with 20% queuing ‘most times’ and 11% ‘every time’.
- 27% of those surveyed feel less satisfied with their dealer’s customer service due to long queues, with 22% considering taking their business elsewhere.
- Younger customers are more inclined to seek an alternative dealer, with 36% of 25- to 34-year-olds believing that independent workshops may offer shorter queues.
A new nationwide survey* of car owners has revealed that long wait times in dealership aftersales departments are having a negative impact on customer loyalty and overall satisfaction.
The survey, commissioned by Tjekvik, found that more than half (56%) of German car owners typically have to queue when visiting their dealership for service, maintenance or repair work.
Long aftersales queues affect customer loyalty
22% of respondents also say the long wait times are making them consider taking their business elsewhere, while 27% state that queuing negatively impacts their overall satisfaction with the dealership’s customer service.
Almost a quarter (24%) of all respondents believe that independent workshops or fast-fit chains could offer shorter waiting times, a stat that may raise concerns for traditional franchised dealerships.
Younger customers are most likely to consider visiting an alternative workshop, with 36% of those aged between 25 and 34 agreeing with the statement: “I think an independent workshop or fast-fit garage chain might have shorter queues.”
The problem of queueing is more severe in certain regions of Germany. In Bremen, 54% of customers reported queuing ‘every time’ or ‘most times’ when visiting an aftersales department, compared to just 10% of customers in the Brandenburg area.
Reducing queues with digital solutions
The survey’s findings underline the need for some dealerships to consider solutions that help to reduce queues, especially during peak times. For example, Tjekvik’s home and indoor aftersales self-service check-in solutions 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’s outdoor kiosk also delivers a seamless check-in and check-out solution that can operate 24 hours a day, seven days a week. These systems allow customers to check in for services on their own, providing flexibility and improving the overall flow of customer interactions, which can lead to fewer queues and higher satisfaction levels.
Christian Mark, CEO and Co-Founder at Tjekvik, said: “As dealerships face increasing pressure to retain customers, this survey highlights the importance of minimising queue times to enhance the overall customer experience. Offering streamlined digital check-in processes and additional service options provides an effective solution to addressing this challenge and maintaining customer loyalty.”
* Research was conducted by OnePoll; sample was comprised of 1,000 car owners across Germany
About Tjekvik
Tjekvik produces intelligent self-service technologies that allow service, maintenance, and repair customers to avoid queues and check in and check out their vehicles when, how, and where they want – at home, in the dealership, or securely outdoors.
More than 2,000 dealers now use Tjekvik’s solutions, giving customers the flexibility to check in and check out their vehicles at the most convenient time and place for them.
