The choice of where to buy and replace tires is no longer driven solely by price. At the latest edition of Service Day (October 2024), the Service Customer Study 2024 revealed that trust accounts for 40% of purchasing decisions—outweighing any other factor. This figure is particularly significant for authorized workshops and premium brands, where perceived…
After-sales customers want convenience, but digital adoption is still lagging. The 2024 edition of the Service Customer Study revealed a clear gap between the most common booking methods and the ones customers actually prefer. Last year’s data showed that most customers still book service appointments by phone (73% at authorized workshops and 56% at independents).…
The relationship between drivers and workshops is entering a new era. The Service Customer Study 2024, presented at last October’s Service Day, highlighted a major shift in customer expectations: 63% of respondents said they are willing to share their vehicle data in exchange for personalized services and exclusive benefits. This willingness opens up huge opportunities…
In the automotive after-sales world, customer loyalty is no longer just about price. The Service Customer Study 2024, conducted by Quintegia on a sample of over 3,800 drivers and presented last year at Service Day, revealed that 52% of customers would switch workshops if they found higher standards of reliability and service quality. A figure…
The event will explore the future of after-sales as a cornerstone of economic sustainability in the automotive industry. The annual Service Day event organised by Quintegia, based on an idea by AsConAuto and a benchmark for the automotive after-sales business, returns on 16th and 17th October at the Centro Congressi Veronafiere. After the success of…
Organisation is the backbone of after-sales: systems, people and processes that determine operational efficiency and the quality perceived by the customer. The analysis contained in Quintegia’s study ‘After-sales Navigator: The present and future of after-sales for dealers’ paints a contrasting picture, but one that is rich in ideas for development. On the one hand, a…
After-sales service is not just an operational function: it is a strategic lever for increasing margins and building customer loyalty over time. In terms of customer experience, according to Quintegia’s After-Sales Navigator 2024, dealers are more effective in providing in-house services: 64% offer executive waiting rooms and additional mobility solutions. These experiences make customers feel…
In the new automotive landscape, expanding the aftersales business is a priority. According to Quintegia’s ‘After-sales Navigator’ 2024 study, the most concrete opportunities are found in areas that are often overlooked, such as bodywork and tyre management. 63% of dealers see bodywork as a high-potential sector: margins are attractive, but above all it offers customers…
Nel mondo dell’automotive, l’aftersales sta vivendo una trasformazione profonda. Da servizio di supporto, si sta evolvendo in una vera e propria leva strategica per il futuro del business. The numbers speak for themselves: according to the study ‘After-sales Navigator: Present and future of after-sales for dealers’ conducted by Quintegia at the end of 2024, 66%…