Bad customer service puts nearly half of all new-car buyers off the car they wanted

Friday, August 7, 2015 - 13:00
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carwow, the site for Britain’s new-car buyers, launches its first ever TV ad campaign this week, following revealing insights into the UK retail experience

The UK-wide survey found:

  • Nearly half of all new-car buyers have been put off buying the new car they wanted as a result of poor service at dealerships
  • A larger percentage of men than women took their business elsewhere following an unhappy experience on the forecourt
  • 70% of people would prefer multiple dealers to compete for their business, rather than the other way around
  • Watch the new carwow TV advert here:

New TV ad (click here) is aired from Friday across the ITV network, and features the voice of UK star of stage, screen and Top Gear track, Sir Michael Gambon

London, 6 August, 2015. A new UK-wide survey by carwow – the site for Britain’s new-car buyers – has found that four in ten have been so disappointed with the customer service at a dealership that they’ve taken their business elsewhere.

The survey data reveals that 39.3% of people have decided to buy a different car because of poor customer service in a dealership, with a larger percentage of men – at 43.1% – taking their business elsewhere compared with 35.6% of women.

The survey also found that 69.7% of people would prefer that dealers competed over buyers, rather than the traditional process of visiting multiple dealerships to try and find the best price.

James Hind, CEO of carwow said: “The car-buying process hasn’t really changed much in a hundred years. These days you can have your weekly shop delivered to your door and stream films straight to your TV but you still have to awkwardly haggle face-to-face when you buy a new car – normally the second biggest purchase you’ll ever make.  What carwow offers is a new way forward.

carwow brings the process bang up-to-date by putting consumers first and having the dealers compete over you. And because we only accept Britain’s best dealers and keep all your details private, the transaction is as relaxing and transparent as it should be.”

carwow was launched by 28-year-old James Hind in response to a new-car buying process that felt out-dated and uncomfortable. These new survey results reveal that customers continue to be dissatisfied with the traditional process, further underlining the need for alternative approaches to car buying.

Since its launch a couple of years ago, more than £300,000,000-worth of cars have been sold through carwow, saving its users more than £40,000,000 – an average of £3,600 per purchase. Using a unique Customer Satisfaction Index, the dealers that offer the best service are rewarded with more leads, ensuring customers of the site the best experience possible. That explains carwow’s 9.8/10 Trust Pilot rating, making it Trust Pilot’s #1 site in both ‘cars’ and ‘comparison sites’.

This week, carwow launches its first ever TV advertising campaign, voiced by Michael Gambon and developed with the help of Irish creative agency, Guns or Knives.  The campaign will run from Friday 7 August to Sunday 6 September on TV, but for an early look at the ad, visit:

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