- 55% of French car owners are having to queue to be seen by a service advisor
- Those based in Normandy find they have to wait the most compared to any other region, with 68% of respondents having to queue
- 23% believe independent workshops or garage chains might have shorter queues
- Tjekvik’s Home and Indoor self-service products enable customers to securely check their vehicle in and out, how, when and where they want
Long queues in French dealerships
Queuing at dealerships to drop off or collect vehicles for service or repair has become so prevalent that it is now affecting over half of French customers, according to a recent nationwide survey.
The research commissioned by Tjekvik1, a specialist in digital aftersales solutions, has found that 55% of French car owners have to queue to be seen by a service advisor, with 17% queueing ‘most times’, 32% saying they ‘sometimes’ have to queue, and 6% 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. Almost three quarters (74%) of drivers aged between 18 and 34 find they have to queue, compared with just 29% 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 in Normandy are finding they have to wait the most compared to any other region, with 68% of respondents having to queue.
Downsides for dealerships
While these queues can be inconvenient for customers, there’s a possibility that dealers will end up paying the price. According to the survey, 26% of respondents agreed with the statement, ‘It makes me less satisfied about that dealer’s standards of customer service’ due to queues, with a further 23% believing independent workshops or fast-fit garage chains might have shorter queues.
The solution: self-service systems for aftersales departments
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.
To learn more about Tjekvik’s digital self-service solutions, please visit here
- Survey conducted by OnePoll amongst 1,000 French car drivers who use main franchised dealers for servicing and repair. ↩︎