- 38% expressed a desire to be able to drop off or collect their keys outside of standard opening hours, while 32% would like to do more check in online and in advance
- 33% of drivers feel pressured when discussing their appointment with a service advisor after waiting in line at the dealership
- 41% of customers believe that offering this kind of alternative check-in option would help reduce waiting times
Customer survey findings:
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 outside of standard dealership opening hours.
In the survey, 38% 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, while 32% would like to be able to check their vehicles in online and in advance at a time that suits them.
Elsewhere, 29% 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. While 29% 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.
Aftersales queues:
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,
- 37% would like additional seating to review and sign documents to avoid the feeling of being rushed.
- 33% would like to feel less pressured when discussing their appointment with a service advisor.
Self service check-in/out:
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.
The survey found that 41% of customers believe that offering this kind of alternative check-in option would help reduce waiting times. Those aged between 25 and 34 were found to be most in favour of such a solution, with almost half (47%) agreeing.
Our solution:
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 means dealers can better accommodate the growing number who wish to drop off or collect their vehicles early or late, or at weekends.”
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.
To learn more about Tjekvik’s digital self-service solutions, contact us here!