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). Among independent shops, in-person bookings came next (35%). However, when looking at preferred methods, demand for digital options is on the rise: official brand apps, websites, and instant messaging platforms are gaining traction.
When comparing the booking methods customers use with the ones they would prefer, overall satisfaction appears limited: just over one in two say they are truly happy with the process. This creates an opportunity for workshops to close the gap and deliver a more modern experience that matches the expectations of an increasingly demanding customer base.
The customer journey in after-sales will be a key theme at Service Day, where the new findings from the 2025 study will serve as the foundation for discussions on how to shape innovative customer relationship strategies.