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Detailed description
The Service Customer Study 2024 (SCS24) is the annual report that analyzes automotive after-sales and service based on the real experiences of dealer customers. This year, the study introduces the Kano model to scientifically analyze customer satisfaction with the services offered in workshops.
The study compares different types of clients:
- Authorized vs. independent workshops
- Customers of premium vs. generalist brands
Respondents and Methodology:
The SCS24 collected interviews from 3,872 real customers who had service needs at garages in the past 18 months. Because of the quality of the data, it is possible to obtain an in-depth analysis and real-world comparison of consumer behavior and expectations in the after-sales Industry.
Areas of investigation:
Repairer selection and services
Innovative sources and data sharing
Reservation intervention
Tires
Repairer choice and services: What are the drivers of repairer choice? What drives customers to change repairers? How high is loyalty to repair shops, both authorized and independent? What stages of the after-sales experience are most critical for the customer? And what services offered by repair shops succeed in generating the most customer satisfaction?
Information sources and data sharing: How much are websites consulted by different types of customers to inquire about support services? What is the interest of customers regarding sharing personal data with workshops?
Intervention booking: How often do workshops contact customers to report the need for an intervention? What intervention booking methods do customers use, and which would they prefer to use for more convenience and flexibility?
Tires: Where do different customers prefer to buy tires? How widespread is the interest in buying tires online? Purchasing at dealers vs. from the tire shop? And what is customers’ interest in comprehensive service points and all-around services?
Study conducted with the support of Tunap Italia srl.
Product Information
Language
Italian
Total pages
92 (Complete study)
Release date
October 2024
Format
Digital (PDF)
Service Customer Study 2024
The automotive service industry is a complex field, involving a wide range of actors and different types of customers.
The SCS24 examines in detail the expectations and behaviors of automotive after-sales service customers, with a focus on what drives consumer choices.
The study takes an authentic picture of the consumer, as this real customer of garages provided feedback voluntarily and without incentives.
Detailed description
The Service Customer Study 2024 (SCS24) is the annual report that analyzes automotive after-sales and service based on the real experiences of dealer customers. This year, the study introduces the Kano model to scientifically analyze customer satisfaction with the services offered in workshops.
The study compares different types of clients:
- Authorized vs. independent workshops
- Customers of premium vs. generalist brands
Respondents and Methodology:
The SCS24 collected interviews from 3,872 real customers who had service needs at garages in the past 18 months. Because of the quality of the data, it is possible to obtain an in-depth analysis and real-world comparison of consumer behavior and expectations in the after-sales Industry.
Areas of investigation:
Repairer selection and services
Innovative sources and data sharing
Reservation intervention
Tires
Repairer choice and services: What are the drivers of repairer choice? What drives customers to change repairers? How high is loyalty to repair shops, both authorized and independent? What stages of the after-sales experience are most critical for the customer? And what services offered by repair shops succeed in generating the most customer satisfaction?
Information sources and data sharing: How much are websites consulted by different types of customers to inquire about support services? What is the interest of customers regarding sharing personal data with workshops?
Intervention booking: How often do workshops contact customers to report the need for an intervention? What intervention booking methods do customers use, and which would they prefer to use for more convenience and flexibility?
Tires: Where do different customers prefer to buy tires? How widespread is the interest in buying tires online? Purchasing at dealers vs. from the tire shop? And what is customers’ interest in comprehensive service points and all-around services?
Study conducted with the support of Tunap Italia srl.
Product Information
Language
Italian
Total pages
92 (Complete study)
Release date
October 2024
Format
Digital (PDF)
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