A brand new independent survey across Europe shows that consumers
want franchised dealers offering full after-sales care when buying a new car.
The findings from the report commissioned by the European Commission confirms
that car buyers recognise the benefits of the current distribution system and
support the view that block exemption should be renewed in October.
The poll was conducted in a range of countries and shows overwhelmingly
that car buyers trust dealers who are specialists in each brand and buy with
confidence where they see that brand displayed.
In surveys conducted in the five biggest car markets in Europe,
researchers found that buyers want to deal with experts who offer the full product
range, test drives and customer service, backed up by the promise of long-term
support after they leave the show room.
Consumer expectations of safety, reliability and durability
can be better met by franchised dealers specialising in one make of car, according
to the report’s authors. They also warn that new car retailers failing to provide
a fully integrated service would have a very limited success in the market.
Commenting on the findings Christopher Macgowan, SMMT chief
executive said, ‘This report is important for two reasons. Firstly it is completely
independent. Secondly, it tells us what car buyers want. This does not come
from the industry, politicians, or organisations that claim to reflect the interests
of consumers. This tells us what the man in the street values when buying a
new car. And that is the confidence he gets when dealing with a local franchised
dealer that will be with him long after purchase.’
Note to editors:
Copies of customer preferences for existing and potential
sales and servicing alternatives in automotive distribution can be downloaded