Post Purchase Follow Ups Boost Car Buyer Satisfaction

Post-purchase follow-ups deliver one of the biggest boosts to car buyer satisfaction, JudgeService research finds

Contacting car buyers after they have made a purchase drives one of the biggest improvements in customer advocacy, according to the latest customer satisfaction research by JudgeService.

Research of 24,000 car buyers, carried out between June and August, found those contacted after delivery awarded a net promoter score (NPS) of 85.5%, compared with 63% for those who received no follow-up, a difference of 22.5 percentage points.

The study identified that nearly a third of customers (31%) did not receive any post-delivery contact.

Neil Addley, managing director of JudgeService, said: “A simple follow-up call or email remains one of the most effective and scalable ways that dealers can turn customers into advocates and strengthen long-term loyalty.

“This represents an easy win for some dealers as it’s one of the biggest missed opportunities in the car buying journey.

“The top performing dealers have processes in place to ensure post-sale engagement happens with every new and used car sale and this is reflected in their high NPS ratings. It’s the next step in building customer loyalty, provides an early opportunity to address any issues and is an opportunity to promote aftersales. Why wouldn’t you do it every time?”

The research also found that introducing car buyers to a manager had a positive impact: customers who received one recorded an NPS of 85.5%, compared with 65% among those who did not.

Likewise, customers introduced to a service department representative achieved an outstanding 92% promoter score, dropping to 70% for those who were not.

Addley added: “Personal introductions to sales managers and someone from the service department help establish relationships and are an important way of showing customers they are valued.”

Further details and comments available from Neil Addley on 07795 665927 or neil@judgeservice.com.

About JudgeService

Launched in 2011 by Neil Addley, JudgeService is the UK’s only customer review platform developed exclusively for the car retailing sector. By ensuring all reviews are verified and genuine, JudgeService builds a solid foundation of trust and respect between customers and sellers enabling car retailers to actively manage their online reputations.

JudgeService shares granular insight reports with dealers to help them identify opportunities to improve customer satisfaction levels, with many achieving 100% recommendation scores.

Based in Harrogate, North Yorkshire, JudgeService has published over 1 million customer reviews and is used by over 2,000 franchised, independent and car supermarket sites across the UK.

Issued by Curtis Hutchinson Communications