Today’s Aftersales Customers Expect Faster, More Proactive and More Digital Services. For 97% of Customers, the Quality of the Service Network Is an Important Factor in Choosing a Car.

Quintegia’s Service Customer Study 2026 reveals shifting customer expectations: quick appointment scheduling, specialised assistance and proactive communication are becoming increasingly important. At the same time, customers are showing a growing willingness to manage certain stages of the service process digitally, although the telephone remains the primary contact channel. After-sales is becoming an increasingly decisive factor…