- 44% expressed a desire to be able to drop off or collect their keys outside of standard opening hours, while 31% would like to do more of the check in process online and in advance
- 49% of customers believe that offering this kind of alternative check-in option would help reduce waiting times
- Tjekvik’s Outdoor kiosk is designed to deliver a seamless check-in and check-out solution 24 hours a day, seven days a week
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, particularly online and outside of standard dealership opening hours.
Spanish drivers lead the way for self service in Europe
In the survey, 44% said they would like to be able to check their vehicles in online and in advance at a time that suits them. This is the highest result in Europe based on Tjekvik surveys carried out in other markets, with 40% of drivers in Germany, 38% in Poland and 30% in France coming to the same conclusion.
Furthermore, 31% of Spanish drivers expressed a desire to be able to drop off or collect their keys outside of normal business opening hours, such as before 8:30 am, after 5:30 pm, or on weekends.
Elsewhere, 28% wished there was a way they could drop off or collect their keys during their dealer’s normal opening hours without having to speak to a service advisor, while 20% of respondents would prefer to share any issues with their vehicles in writing online and in advance, rather than having to explain it in person.
The queue challenge:
Aftersales queues can be an issue for many dealers, particularly during peak periods of early morning and late afternoon when lots of customers tend to arrive to drop off or collect their vehicles. When faced with such queues, 28% of those surveyed would like additional seating to review and sign documents to avoid the feeling of being rushed, while 26% would like to feel less pressured when discussing their appointment with a service advisor.
Tjekvik’s digital self-service solutions help alleviate pressures caused by queuing by enabling customers to check in and check out their vehicles at a time that suits them. Not only do these solutions reduce queues and improve the customer experience, but they also help to take the pressure off aftersales employees by enabling them to provide a better service to those customers who require additional support.
Tjekvik’s self-service solution
The survey found that almost half (49%) of customers believe that offering this kind of alternative check-in option would help reduce waiting times. Those aged between 35 and 44 were found to be most in favour of such a solution, with over half (55%) agreeing.
Christian Mark, CEO & Co-founder at Tjekvik, said: “It’s clear that the lack of check-in options remains a sticking point for many aftersales customers, and it has the potential to impact satisfaction and retention rates. Providing the flexibility of self-service, especially online, means dealers can better accommodate the growing number who wish to check their vehicles in at a time that suits them.”
24/7 convenience with outdoor kiosks
Tjekvik’s Outdoor kiosk complements its indoor self-service technology by offering a secure, all-weather solution for 24/7 vehicle check-in and check-out. Designed to increase operational flexibility, the Outdoor kiosk enables dealers to support drop-offs and collections beyond the service reception — including locations such as airports, railway stations and shopping centres. This extended reach not only enhances customer convenience but also creates opportunities for additional revenue.
Please reach out to us to learn more about our self-service solutions: https://tjekvik.com/contact-us-at-tjekvik/