{"id":50140,"date":"2024-10-23T17:00:52","date_gmt":"2024-10-23T15:00:52","guid":{"rendered":"https:\/\/shop.quintegia.it\/product\/service-customer-study-2024\/"},"modified":"2025-12-01T07:35:09","modified_gmt":"2025-12-01T06:35:09","slug":"scs24","status":"publish","type":"product","link":"https:\/\/shop.quintegia.it\/en\/product\/scs24\/","title":{"rendered":"Service Customer Study 2024"},"content":{"rendered":"\t\t
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The Service Customer Study 2024 (SCS24)<\/strong> is the annual report that analyzes automotive after-sales<\/strong> and service<\/strong> based on the real experiences of dealer customers. This year, the study introduces the Kano model<\/strong> to scientifically analyze customer satisfaction <\/strong>with the services offered in workshops. <\/p>\n

The study compares different types of clients:<\/p>\n

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  • Authorized vs. independent workshops<\/strong><\/li>\n
  • Customers of premium vs. generalist brands<\/strong><\/li>\n<\/ul>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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    Respondents and Methodology:<\/h5>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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    The SCS24 <\/strong>collected interviews from 3,872 real customers<\/strong> 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. <\/p>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t

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    Areas of investigation:<\/h5>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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    \n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\"SCS24_Aree_Indagine_Scelta_Riparatore_Servizi_compressed\"\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t
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    Repairer selection and services<\/h5>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t
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    \n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\"SCS24_Aree_Indagine_Fonti_Informative_Condivisione_Dati_compressed\"\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t
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    Innovative sources and data sharing\n<\/h5>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t
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    Reservation intervention\n<\/h5>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t
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    \n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\"SCS24_Aree_Indagine_Penumatici_compressed\"\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t
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    Tires<\/h5>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t
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    Repairer choice and services<\/strong>: What are the drivers of repairer choice<\/strong>? What drives customers to change repairers? How high is loyalty <\/strong>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<\/strong>? <\/p>\n

    Information sources and data sharing<\/strong>: How much are websites <\/strong>consulted by different types of customers to inquire about support services? What is the interest of customers regarding sharing personal data <\/strong>with workshops? <\/p>\n

    Intervention booking<\/strong>: How often do workshops contact customers to report the need for an intervention? What intervention booking<\/strong> methods do customers use, and which would they prefer to use for more convenience and flexibility? <\/p>\n

    Tires<\/strong>: Where do different customers prefer to buy tires? How widespread is the interest in buying tires online<\/strong>? Purchasing at dealers vs. from the tire shop<\/strong>? And what is customers’ interest in comprehensive service points and all-around services? <\/p>\n

    Study conducted with the support of Tunap Italia<\/strong> srl.<\/p>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t

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    \n\t\t\t\t\t\tOctober 2024\t\t\t\t\t<\/p>\n\t\t\t\t\n\t\t\t<\/div>\n\t\t\t\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t

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    \n\t\t\t\t\t\tDigital (PDF)\t\t\t\t\t<\/p>\n\t\t\t\t\n\t\t\t<\/div>\n\t\t\t\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<\/div>\n\t\t","protected":false},"excerpt":{"rendered":"

    The automotive service industry is a complex field, involving a wide range of actors and different types of customers.<\/p>\n

    The SCS24<\/strong> examines in detail the expectations and behaviors of automotive after-sales service customers, with a focus on what drives consumer choices.<\/p>\n

    The study takes an authentic picture of the consumer, as this real<\/strong> customer of garages provided feedback voluntarily and without incentives.<\/p>\n","protected":false},"featured_media":50141,"comment_status":"closed","ping_status":"closed","template":"","meta":[],"product_brand":[],"product_cat":[428,446,431,450,452],"product_tag":[],"class_list":{"0":"post-50140","1":"product","2":"type-product","3":"status-publish","4":"has-post-thumbnail","6":"product_cat-428","7":"product_cat-after-sales","8":"product_cat-customers","9":"product_cat-documents-and-studies","10":"product_cat-documents-with-variations","12":"first","13":"instock","14":"sold-individually","15":"taxable","16":"shipping-taxable","17":"purchasable","18":"product-type-variable"},"yoast_head":"\nService Customer Study 2024 - E-commerce Quintegia<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/shop.quintegia.it\/en\/product\/scs24\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Service Customer Study 2024 - E-commerce Quintegia\" \/>\n<meta property=\"og:description\" content=\"The automotive service industry is a complex field, involving a wide range of actors and different types of customers. 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