Global Reviews has been benchmarking the online Customer Experience for Passenger and Fleet cars for the last 10 years. The Q3-2010 results confirm that the gap in the quality of Customer Experience offered by brands competing for the same customers (Volvo, Volkswagen, Mercedes, BMW, Lexus, Porsche, Jaguar and Audi) is continuing to grow.
The brands in this particular study focused on manufactures that target similar segments. There is now a 15% difference between the quality of customer interaction offered by the industry leader for customer experience, Volvo, and that offered by Audi online. This means that users will receive a very different experience between brands.
Global Reviews’ General Manager Harvind Bhatti believes “The 35 sub categories within the benchmark highlight that the brands in the study share the same strengths and weakness. Coupled with a low overall industry score, automotive manufactures need to optimize their current site model to ensure footfall in dealerships.”
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