21 May 2021 by House Writer

What makes buying a car a positive experience?

The people have spoken.

Our latest survey of over 30,000 car buyers has revealed the top 10 highlights of their vehicle purchase experience.

Our focus is to help dealers understand consumer behaviours and assist them in creating an unforgettable experience for each and every customer.

JudgeService polled customers who had bought a vehicle in the last 12 months. The intention of these surveys (also known as ReAct) are to provide valuable feedback to car retailers about the thoughts and feelings of customers who purchase.

The top ten highlights were:

  1. Attitude of salesperson
  2. Attitude during handover
  3. Social distancing measures
  4. Presentation of the site
  5. Satisfaction with the vehicle
  6. Explanation of paperwork
  7. Choice of vehicles
  8. Mechanical preparation
  9. Car interior and exterior cleanliness
  10. Explanation of finance packages

Source: JudgeService ReAct survey January to May 2021

Topping the leader board in more than one form is the attitude of the people whom the customer dealt with, whether that was at the beginning of the customer enquiry or at the final point of transaction during the handover.

What does this tell us? That people buy people.

The helpfulness and attitude of the team at the dealership is what matters the most to car-buyers. Buying a car is one of the largest purchases people make, and not everybody finds it an exciting experience.

Some find it overwhelming, others even daunting.

Many people love buying new cars and go into the process feeling confident. Everybody is different, but what will always remain the same is the expectation of a friendly face on the forecourt willing to help.

Taking the pandemic into consideration, the importance of adequate social distancing is still at the forefront of the customer’s minds. Closely followed by the presentation of the site itself, a clean, safe, and tidy showroom is probably more important now that it ever has been.

Our latest whitepaper drills down further into how the pandemic has shifted the behaviours of car-buyers and how car retailers can improve their promoter scores by making easy changes to their customer experience.

Interested in hearing about the top 10 grievances of car-buyers? Subscribe to the JudgeService blog to find out first!

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House Writer

This blog was written by the house writer of JudgeService. Want to be a guest writer? Email us at support@judgeservice.com with your request!

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