Friday, October 12, 2007
Car dealers lose customer loyalty
Consumer loyalty to UK car dealers has fallen dramatically in the last two years.
According to Capgemini’s Cars Online 07/08 study, customers’ loyalty to their dealerships plunged from 46 per cent to 32 per cent between 2005 and 2007.
Consumers also became increasingly demanding of dealers, with 19 per cent expecting a response to web enquiries within four hours and half expecting a reply within 24 hours.
The study found UK motorists were behind other markets in online vehicle purchasing with only 15 per cent of drivers surveyed likely to purchase a vehicle online, compared to the European average of 18 per cent.
Thirty per cent of UK motorists said they were highly unlikely to buy a car on the internet, while the European average was 22 per cent.
DATED: 12.10.07
FEED: MT
