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ILTIS GmbH

Study to the E-Mail response brand car dealers in Germany the competent response as an exception such as German car trade scare off its customers. Service quality automotive 2008: A study to the E-Mail response of branded car dealers in Rottenburg, Germany 08.07.08 – the Iltis GmbH currently has created a study of E-service quality with branded car dealers in Germany. As a mystery shopper used vehicles made requests by E-Mail. The aim of the study was to measure the current service quality in E-business the brand car dealers and to compare with the previous study in 2003. As a result, it can be said: the quality in E-services is at a very low level. If the least marks, we see an overarching E-service strategy. There are hardly any dealers indicated an approach to a professional customer loyalty.

Each 10 traders have been tested by 44 brands. The tested dealers were chosen randomly. On each holding a map question became a used vehicle from the existing offers or alternatively a free used vehicle request. In addition, a content issue from the issues has been compatibility E10 fuel or anticipated environmental badge. A clearly positive development is compared to the study in 2003, the average quality of all brands rose from a compliance level of 15 per cent of the required criteria in 2003 to 40% in 2008. The current winner of Volvo is with a value of 76 per cent significantly above the winner of 2003, Mercedes-Benz with 33 percent. Total with an average performance rate of 40 per cent of the required criteria, however, shows that the dealer here still far from an adequate quality of care are removed. To generate security in the everyday processes, which include digital sales in the automotive industry, clear standards must be set and controlled consistently.

The current study shows that already by small measures, like the standard Spell check before sending an email, or the filing of a complete signature, a substantial quality improvement can be obtained. In the sense of a CI-compliant customer contact here especially the Simp drive Central each of the brands are in demand. The standards must be set and tested by them. Just so the customer can find the desired brand experience in the digital communication with his dealer. 42 per cent of all customers, the dealers failed any chance on a purchase as a result that he not even maybe is responding on the request but not so hard fought second-hand vehicle market, as dealers believe the us want to make. The complete study available free of charge from the ILTIS GmbH on request.