{"id":54351,"date":"2026-10-13T14:46:59","date_gmt":"2026-10-13T12:46:59","guid":{"rendered":"https:\/\/shop.quintegia.it\/?post_type=product&p=54351"},"modified":"2026-10-14T18:20:16","modified_gmt":"2026-10-14T16:20:16","slug":"scs-26","status":"publish","type":"product","link":"https:\/\/shop.quintegia.it\/en\/product\/scs-26\/","title":{"rendered":"Service Customer Study 2026"},"content":{"rendered":"\t\t
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The Service Customer Study 2026 analyzes the relationship between customers and after-sales service, exploring the <\/strong>factors that help build trust and loyalty over time.<\/p>

The study is based on 2,078<\/strong> customers who had at least one service intervention at a workshop within the last 36 months. It examines the after-sales experience across four main areas: the value of service and the drivers of trust, the customer relationship between people and digital, the service experience and service extension, and the impact of after-sales on brand perception.<\/strong><\/p>

The analysis highlights how after-sales service goes well beyond the individual workshop visit: 97% of customers consider the quality of the after-sales service network important<\/strong> when choosing a car brand, while among authorized workshops, 85% say they are very or fairly likely to choose the same workshop again for a future service.<\/strong><\/p>

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  • Which factors influence workshop choice and customer loyalty?<\/li>
  • How much do accessibility, expertise, and proactivity affect customer satisfaction?<\/li>
  • What role does the service advisor play, and how do personal relationships and digital tools work together?<\/li>
  • Which channels and communications do customers prefer throughout the service journey?<\/li>
  • How much value do customers place on replacement mobility, waiting areas, tire services, and complementary services?<\/li>
  • How does the after-sales experience influence trust in the automotive brand?<\/li><\/ul>

    The Service Customer Study 2026 helps to:<\/p>

    • Understand the drivers of satisfaction, trust, and loyalty in after-sales<\/li>
    • Analyze the balance between personal relationships and digitalization in the service experience<\/li>
    • Identify customer preferences in terms of contact, booking, and communication<\/li>
    • Assess the potential of complementary services and new opportunities to strengthen the customer relationship<\/li>
    • Understand how the workshop experience contributes to brand perception and trust<\/li>
    • Compare behaviors and expectations across different customer and workshop profiles<\/li><\/ul>

      <\/p>

      • After-Sales Managers,<\/li>
      • Service Managers<\/li>
      • General Managers<\/li>
      • Customer Experience Managers<\/li>
      • Marketing & CRM Managers<\/li>
      • Dealers and Automakers<\/li><\/ul>\t\t\t\t\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\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":"

        Explore how trust is built in automotive after-sales and which elements of the service experience influence satisfaction, loyalty, and the relationship with the brand.<\/p>\n

        The Service Customer Study is Quintegia\u2019s annual research project focused on automotive customers\u2019 behaviors, attitudes, and expectations in after-sales services.<\/p>\n","protected":false},"featured_media":54364,"comment_status":"closed","ping_status":"closed","template":"","meta":[],"product_brand":[],"product_cat":[462,446,431,450,452],"product_tag":[],"class_list":["post-54351","product","type-product","status-publish","has-post-thumbnail","product_cat-462","product_cat-after-sales","product_cat-customers","product_cat-documents-and-studies","product_cat-documents-with-variations","first","instock","sold-individually","taxable","shipping-taxable","purchasable","product-type-variable"],"yoast_head":"\nService Customer Study 2026 - E-commerce Quintegia<\/title>\n<meta name=\"description\" content=\"Explore how customers experience automotive after-sales services and discover their behaviors and expectations through the Service Customer Study\u2014Quintegia\u2019s annual study that gathers insights on the various stages of the service journey.\" \/>\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\/scs-26\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Service Customer Study 2026 - 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