[ACE] Experiences About AS process_03_Wait/Monitor(2)
More than 90% said ‘customer facilities well furnished’ but..
- Ford was the highest at 97%, followed by Hyundai, Lincoln, and Honda in order
- Less than 40% were informed of facilities by staff
- ‘Able to check repair status’ was high in Toyota and Volvo
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.
[03] Wait/Monitor (2)
1. The customer facilities were perceived ‘excellent’ by 93% of respondents
- By brand, Ford (97.3%) among imports, Hyundai (96.5%) among domestics were the highest
Q: Customer convenience facilities (waiting area, water, toilet, etc.) were well furnished (Yes/No)
2. The rate of customer informed of facilities (guidance rate) was 39%
- By brand, Honda (50.7%), Lexus (48.5%) and Volvo( 47.5%) were the highest in order
Q: Please select all that the mechanic or service advisor explained in the pre-consultation process prior to vehicle maintenance. (Select all that apply)
3. The rate of ‘Repair/maintenance status check at any time’ was 69%
- By brand, the rate was the highest for Toyota (87.4%), Volvo (86.3%), and Lexus (82%) in order
Q: I was able to check the repair/maintenance status at any time. (Yes/No)
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