High levels of satisfaction in aftersales, NFDA Consumer Attitude Survey reveals

The NFDA Consumer Attitude Survey Spring 2018 is the fifth issue of the survey which is commissioned by the National Franchised Dealers Association (NFDA) and executed by Public Knowledge, an independent market research agency, to explore current consumer perceptions of franchised dealers and their competitors as well as understand consumer aftersales behaviour.

The latest results of the survey revealed that franchised dealers’ customers are very likely to purchase their next vehicle from a franchised dealership and that existing users of franchised dealers for aftersales are highly likely to return in the future.

Of those who regularly use franchised dealers for aftersales service, 94 per cent had bought their car from a franchised dealership and 89 per cent of them intends to return to a franchised dealership to purchase their next car. Positively, 89 per cent of franchised dealer users were satisfied with their most recent aftersales experience.  Also, 87 per cent of franchised dealer customers said it would be safest to get their car serviced by a franchised dealer.

Overall, franchised dealers continue to be described by the majority of all consumers as professional (52 per cent), knowledgeable (46 per cent) reputable (46 per cent) and with good customer service (43 per cent).

“It is extremely positive to see that 89 per cent of franchised dealer customers were satisfied with their most recent servicing experience and the vast majority of them continues to see franchised dealers as the safest option for aftersales”, said Sue Robinson, director of the NFDA.

Robinson added, “Franchised dealers are renowned for their professionalism, knowledge and reputation and it is positive to see this being recognised by consumers in their aftersales habits and perceptions.

“The high levels of repeat business franchised dealers undertake demonstrate their competitive edge in terms of providing both sales and after-sales services to consumers.

“Franchised dealers’ ability to provide unrivalled, high-quality service for all types of vehicles and customers continues to set them apart.”