Complimentary services or quick services what after-sales services do US car owners value?
January 16th, 2024, Janice Fernandes

Complimentary services or quick services what after-sales services do US car owners value?

Recent YouGov surveys have unveiled key insights into the factors influencing consumers when purchasing a new car, shedding light on their attitudes towards tech features, car warranties and resale value. However, what about after-sales services? A recent YouGov survey delves into this aspect to understand the post-purchase preferences of consumers.

Complimentary services, such as car washes and tire rotations, stand out as the most universally appreciated after-sales offering, with 61% of all respondents expressing a desire for these perks. This trend is particularly notable in the 45-64 age group, where 66% value complimentary services, closely followed by the 65+ demographic at 65%. Conversely, the 18-29 age group exhibits a significantly lower preference for these services (39%), hinting at a potential shift in priorities among younger consumers.

Parallel to complimentary services, regular maintenance and servicing also garners a 61% overall preference. Once again, the 45-64 age group leads with 66%, while the 30-44 age group expresses a slightly lower preference at 56%. Roughly half of 18-29-year-old car owners most value regular maintenance and servicing and quick and efficient repairs (51% each) the most.

Loaner or rental cars during service emerge as a desirable after-sales service for 59% of respondents, with a notable age-related contrast. While only 35% of the 18-29 age group expresses a preference for this service, the percentage almost doubles in the 65+ age group (69%).

The importance of 24/7 roadside assistance is emphasized by 50% of all respondents, with relatively consistent preferences across age groups ranging from 45% to 52%. Meanwhile, roughly two-fifths of overall respondents value online appointment scheduling (39%), but 30-44-year-old car owners are 8 percentage points more likely to want this after-sales service (47%), the highest of all age groups.

Extended warranty options hold appeal for 37% of respondents, with a slight increase in the 45-64 age group at 41%. Interestingly, this age group doesn’t prioritize accessible customer support (28%), compared to 33% of all respondents and consumers of other ages.

Service reminder notifications are valued by 33% of respondents, with a slightly higher preference among the 65+ age group (36%). Additionally, customer loyalty programs are appealing to 29% of respondents, with the highest preference observed in the 30-44 age group (35%), while the youngest and oldest car owners are not particularly looking out for this service feature (24% each).

Dealerships play a crucial role in shaping the overall ownership experience. Understanding these preferences is essential for dealerships aiming to tailor their after-sales services to meet the evolving expectations of consumers across different age groups.

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Methodology: YouGov polled 1,000 US adults who are car owners on January 5, 2024. The survey was carried out through YouGov Surveys: Self-serve. Data is weighted by age, gender, race, political affiliation, education level and region. Learn more about YouGov Surveys: Self-serve.

Image: Getty Images