One in 10 customers unhappy with their last car dealer

Almost one in 10 people in the UK have said that the quality and efficiency of the car dealer they last dealt with was either ‘poor’ or ‘very poor’.

This is according to a new study by EDM Group, which found in contrast that a third (34 per cent) of car dealership customers felt the service levels and efficiency they received was either ‘very good’ or ‘excellent’. Of those who said they were dissatisfied with the service they received from their dealership, nearly half (45 per cent) said it was because the dealership gave them incorrect information, while 20 per cent pointed to it being a long, paper-based process.

Ensuring good customer services is of utmost importance for car dealerships. A road risks insurance policy can help by protecting customers' cars as they are being driven round by members of staff. Conversely, having public liability cover as part of a combined motor trade insurance policy can offer financial protection for a dealership or garage just in case a customer should suffer from an accident or injury while on the business' premises.

To demonstrate the importance of keeping customers happy, EDM's survey found that 86 per cent of those who were not impressed with their last car dealer would not return to the same place again, AM Online reported.

Matt Collinge, associate director at Automotive at EDM Group, commented: "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."