Nearly one in 10 people describe service and efficiency levels of car dealers as ‘poor or very poor’

July 1, London – New research from EDM Group, the information management specialists, reveals that only a third (34%) of people rated the service levels and efficiency of the car dealer they last dealt with as ‘very good’ or ‘excellent’.  Nearly one in 10 (8%) described it as ‘very poor’ or ‘poor’.

For those who were disappointed with service levels, 45% said it was because they were given incorrect data and information.  One in five people (20%) said the process was very paper-based and it took too long.

Significantly, some 86% of people who said that they were unhappy with service levels said they would not go back to that marque or dealer again.

Matt Collinge, Associate Director – Automotive atEDM Group, said: “Our research shows a significant percentage of people buying cars find the experience very frustrating because of poor information management from dealers.  Having the correct information on a customer, and the speed and efficiency of the sales process, is obviously very closely correlated to how customers rate the service they received.

“The impact of not getting this right can be hugely significant.  Our research shows that 34% of people avoid going to certain car dealers or marques because they have a reputation for poor customer service.”

EDM Group currently generates around 10% of its UK revenue from the automotive sector but because of the current challenges facing the industry, the firm is forecasting significant growth from the automotive sector over the next few years.

EDM Group provides companies with effective and efficient ways to manage the rapidly growing volumes of information flowing into and through their businesses every day. EDM’s automotive clients include three of the top seven car marques in the UK, along with leading OEMs, suppliers, dealers/retailers, vehicle rental companies, aftercare providers and finance & fleet management companies.