Customer Experience Tips for Car Dealerships in 2019

We’ve always known customer satisfaction is important for businesses. What we didn’t exactly know, is by how much it can affect sales. So last year, we analysed our data, to find out how customer experience has been driving sales for used car dealerships.

The results of our research have been phenomenal. We found out that promoter scores have a direct correlation with used car stock turnover –improving vehicle sales by several days with a 5% increase in satisfaction rating. Moreover, we’ve identified which parts of the customer journey matter most in improving customer satisfaction.

Our over-arching takeaway from 2018, therefore, is to take a deeper look into your customers’ experiences to grow your business. Here, we have identified 5 items you can optimise to make it an even more powerful 2019 for your car dealership.

  1. Collect and Use Your Database

Before the 25th of May last year, there was a frenzy over the legality of the data Continue reading

Coffee Beans and Car Mats: The 5* Review Tipping Point

While a coffee bean may not be an effective substitute for a headlight, JudgeService research has found that, along with car mats, they serve a much more important role in a dealership than you may think. So much time is invested into the obvious areas of customer service that the finer details are often neglected. But this could be the difference between a glowing dealership review and a mediocre or negative review, and the glowing reviews are what get your next customers through the door. Not only that, but the reasons customers leave positive feedback are what gain their loyalty.

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Hottest Cars of 2018 So Far: Let the Stats Tell the Story

Last year, we saw the Ford Fiesta achieve the status of best-selling car. This was no surprise really, considering it had been the best-selling model for the previous 8 years in a row[1].

Naturally, the automotive industry predicted that the Fiesta would retain its status this year as well[2]. The Society of Motor Manufacturers & Traders (SMMT) have reported the stats and we now know how car sales are coming along so far[3], so let’s have a look at the results.  Continue reading