- The average waiting time to take-in was significantly longer (11.9 days)
- Lexus, Toyota and Volvo owners’ waited around 6 minutes for the consultation
- Volvo and Ssangyong outperformed competitors in delivering key explanations during consultation
ConsumerInsight Inc., a company specializing in automotive research, launched `Automotive Consumer Experiences,’ quantifying consumers’ car life experiences. This project attempts to share consumer experience information obtained from the 2022 Automobile Syndicated Study with professionals in the automobile industry. For further advancement in the industry and improved customer satisfaction, ConsumerInsight will provide information about the various moment of truth (MOT). The first one is the moments of truth of the AS process experiences.
[02] Take-in
1. Waiting time from reservation to car take-in was avg. 11.9 days
- The brand with the shortest waiting time was Ssangyong (2.9 days), followed by Volvo (6.2days)
2. Waiting time for consultation after arriving at the center was avg. 10.5 minutes
- The brand with the shortest waiting time was Lexus (6.1 min) and Toyota (6.5 min)
3. Key explanation missing rate during the pre-consultation was avg. 44.0%
- Omitted explanation rate of the ‘expected maintenance time’ was low at 17%, but the rate of ‘the cause/solution to the problem’ was over 50%
- The brands with the low missing rate were Volvo(36.4%) and Ssangyong(36.7%)
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