The Research
What your customers say
Our systems are built to provide customer-centric solutions that solve real world problems for our customers and for yours. We have carried out extensive research including a survey of over 56,000 Sales prospects & Aftersales customers over the course of a 12 month period.
39% of those who gave a "Detractor" (negative) NPS score cited "lack of communication" as the primary reason for their negative score.
The reasons cited for Detractor scores were:
Poor communication 39%
Value for money 19%
Quality of work (Aftersales) 14%
Time taken (Aftersales) 10%
Loan car availability 7%
Car not cleaned (Aftersales) 6%
Availability 3%
Bad previous experience 2%
Mystery Shop Results
National Franchised Network
We mystery shopped a well known franchise's network. We sent a used car enquiry to every dealer in the network and shockingly over a quarter of the network failed to respond at all! A further 43% took over an hour to respond.
Case Study
We analysed the results of a main dealer group's response times in a month and the results were astounding. The group had an average customer response time of 14.5 hours from 2,100 enquiries. This level of performance leaves them drastically exposed to losing deals to more responsive competitors and negatively impacting on their customer experience and brand value as a result. These findings tie back in to the survey results where 39% of respondents cited "poor communication" as the principal driver of their dissatisfaction with a dealership .
Independent Research
Navigate Solutions the motor industry sales & aftersales performance coaching and retention specialists carried out an independent survey of 11 brands and 279 dealerships which account for 53% of the total industry new car registrations. The average response rate was only 64.2% with an average response time of 3.2 hours for those that did respond. Click here for the full research results.