38% of customers want to see extended aftersales opening hours

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A significant proportion of motorists say they find traditional aftersales opening hours restrictive, with 38% agreeing with the statement: “I wish there was a way I could drop off or collect my keys outside the dealer’s normal opening hours.” This is one of the key findings from a new nationwide survey of 1,000 motorists across the UK commissioned by Tjekvik, a specialist in digital aftersales solutions.

Just over a quarter (26%) of motorists in the Tjekvik survey voiced a desire to complete more elements of the aftersales handover process online, at a time more convenient for them rather than queuing in the dealership. The biggest advocates for this digital-first approach were those in London (37%). 

The statistics from Tjekvik UK dealers corroborate these findings. So far in 2023, they have witnessed an impressive turnout of over 1.4 million customers opting for the digital route, with 57% of their customers performing check-ins from the comfort of their homes, and an additional 31% utilizing a kiosk to facilitate their dealership experience.

Tjekvik’s survey highlighted some regional differences in those wanting out-of-hours drop-off and collection. For example, 47% of respondents in Yorkshire and the Humber wanted dealers in their region to offer out-of-hours solutions, compared to 25% in Northern Ireland. 

The company also looked at opening and closing times for the aftersales departments of the 100 largest dealer groups across the UK, and found that just over half (52%) closed their doors at 6.00pm during the working week, while 28% shut up shop at 5:30pm. While most aftersales departments were open on a Saturday, 29% closed at 1.00pm, and 22% closed at 12:30pm. Just 5% stayed open until 5.00pm on a Saturday. Only two dealer groups were found to operate Sunday aftersales opening hours.

Aftersales departments are often the busiest departments in terms of footfall, particularly at the start and end of each working day, and the inevitable by-product is that customers have to queue to pick up or drop off keys.

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Tjekvik’s Home and Indoor self-service products allow customers to securely check their vehicle in and out at a time or place convenient for them, whether at home on their own device, or in the dealership via user-friendly touchscreen kiosks. These solutions reduce the potential for lengthy queues and improve the customer experience.

To complement its indoor self-service technology, Tjekvik recently launched its new Outdoor kiosk, designed to deliver a seamless check-in and check-out solution 24 hours a day, seven days a week. With a secure design and all-weather durability, the Outdoor kiosk provides additional flexibility and convenience for dealers and customers outside of traditional opening hours. 

img 303999 w555The operational flexibility of Tjekvik’s new Outdoor kiosk means dealers can even support customers with drop-offs and collections at locations away from the service reception, such as airports, railway stations and shopping centres. As well as offering enhanced customer convenience, this greater reach will ensure dealers can also profit from additional business


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