In addition, 45% of users change brands when renewing their vehicle, demonstrating low brand loyalty
45% of users change brands when renewing their vehicle, which:
shows low brand loyalty In addition, 40% of customers do not return to the dealer after the second year, that is, they go to the dealer for the first assessment, but don’t do it again after that. This follows from research conducted by Custeed, a company of the Imaweb Group, Europe’s leading provider of digital SaaS solutions for the automotive industry; for which nearly 2,000 dealers and nearly 5 million drivers were consulted.
One of the reasons found by the study for this low customer loyalty in the automotive aftermarket sector is the lack of response, as 47% of customers who may be interested in the brand say they have not been approached by the dealer equipment; unanswered calls, as 32% of users
makes sure their calls go unanswered as well as lack of information. 21% of customers cannot be reached by e-mail or telephone, because the dealers do not have such data.
These are situations that have a direct impact on the customer experience and therefore on the reputation of the brand. It is therefore not surprising that the report shows that 74% of customers
not satisfied with the repairservice or care given to them by the dealers, do not go back to them.
Source: La Verdad
I am Ida Scott, a journalist and content author with a passion for uncovering the truth. I have been writing professionally for Today Times Live since 2020 and specialize in political news. My career began when I was just 17; I had already developed a knack for research and an eye for detail which made me stand out from my peers.
