{"id":20059,"date":"2023-12-12T12:07:20","date_gmt":"2023-12-12T11:07:20","guid":{"rendered":"https:\/\/www.quintegia.it\/italians-are-loyal-to-their-trusted-garages-but-willing-to-change-for-greater-reliability-convenience-and-flexibility\/"},"modified":"2024-01-12T12:08:23","modified_gmt":"2024-01-12T11:08:23","slug":"italians-are-loyal-to-their-trusted-garages-but-willing-to-change-for-greater-reliability-convenience-and-flexibility","status":"publish","type":"post","link":"https:\/\/www.quintegia.it\/en\/italians-are-loyal-to-their-trusted-garages-but-willing-to-change-for-greater-reliability-convenience-and-flexibility\/","title":{"rendered":"Italians are loyal to their trusted garages but willing to change for greater reliability, convenience, and flexibility."},"content":{"rendered":"\t\t<div data-elementor-type=\"wp-post\" data-elementor-id=\"20059\" class=\"elementor elementor-20059 elementor-19934\" data-elementor-settings=\"{&quot;element_pack_global_tooltip_width&quot;:{&quot;unit&quot;:&quot;px&quot;,&quot;size&quot;:&quot;&quot;,&quot;sizes&quot;:[]},&quot;element_pack_global_tooltip_width_tablet&quot;:{&quot;unit&quot;:&quot;px&quot;,&quot;size&quot;:&quot;&quot;,&quot;sizes&quot;:[]},&quot;element_pack_global_tooltip_width_mobile&quot;:{&quot;unit&quot;:&quot;px&quot;,&quot;size&quot;:&quot;&quot;,&quot;sizes&quot;:[]},&quot;element_pack_global_tooltip_padding&quot;:{&quot;unit&quot;:&quot;px&quot;,&quot;top&quot;:&quot;&quot;,&quot;right&quot;:&quot;&quot;,&quot;bottom&quot;:&quot;&quot;,&quot;left&quot;:&quot;&quot;,&quot;isLinked&quot;:true},&quot;element_pack_global_tooltip_padding_tablet&quot;:{&quot;unit&quot;:&quot;px&quot;,&quot;top&quot;:&quot;&quot;,&quot;right&quot;:&quot;&quot;,&quot;bottom&quot;:&quot;&quot;,&quot;left&quot;:&quot;&quot;,&quot;isLinked&quot;:true},&quot;element_pack_global_tooltip_padding_mobile&quot;:{&quot;unit&quot;:&quot;px&quot;,&quot;top&quot;:&quot;&quot;,&quot;right&quot;:&quot;&quot;,&quot;bottom&quot;:&quot;&quot;,&quot;left&quot;:&quot;&quot;,&quot;isLinked&quot;:true},&quot;element_pack_global_tooltip_border_radius&quot;:{&quot;unit&quot;:&quot;px&quot;,&quot;top&quot;:&quot;&quot;,&quot;right&quot;:&quot;&quot;,&quot;bottom&quot;:&quot;&quot;,&quot;left&quot;:&quot;&quot;,&quot;isLinked&quot;:true},&quot;element_pack_global_tooltip_border_radius_tablet&quot;:{&quot;unit&quot;:&quot;px&quot;,&quot;top&quot;:&quot;&quot;,&quot;right&quot;:&quot;&quot;,&quot;bottom&quot;:&quot;&quot;,&quot;left&quot;:&quot;&quot;,&quot;isLinked&quot;:true},&quot;element_pack_global_tooltip_border_radius_mobile&quot;:{&quot;unit&quot;:&quot;px&quot;,&quot;top&quot;:&quot;&quot;,&quot;right&quot;:&quot;&quot;,&quot;bottom&quot;:&quot;&quot;,&quot;left&quot;:&quot;&quot;,&quot;isLinked&quot;:true}}\" data-elementor-post-type=\"post\">\n\t\t\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-a1dfb13 elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"a1dfb13\" data-element_type=\"section\" data-e-type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-2c979e8\" data-id=\"2c979e8\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-0c87a5d elementor-widget elementor-widget-text-editor\" data-id=\"0c87a5d\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>Customers who turn to authorized and independent garages and repairers for work on their cars are loyal to the same service provider, complain about a lack of innovation in different stages of the relationship, and would like personalized services capable of meeting their needs and requirements. This is the picture painted by <strong>the Service Customer Study \u2013 Quintegia&#8217;s observatory on behaviors, attitudes, and expectations of automotive consumers in the after-sales sector \u2013 which surveyed 3,841 customers with 60 questions, of whom 3,217 turn to authorized repairers, and the remainder to independent repairers.<\/strong>.<\/p>\n<p>In the management of customer service in after-sales services, <strong>58% of respondents declared a lack of innovation<\/strong>, compared to <strong>14% who found a lot of innovation<\/strong> and perceived a significant change of pace.<br \/>More than <strong>90% confirmed that they always, or most of the time, rely on the same garage<\/strong>. This data speaks to <strong>the degree of trust placed in already known entities.<\/strong> But the market is competitive because 4<strong>of customers of authorized garages are willing to consider alternatives, a percentage that doubles (80%) in the case of those who turn to independent garages.<\/strong> Reflection and data that grow even more if the sample focuses on customers belonging to the so-called Generation Z and Millennials, with values rising to 48% for customers of authorized operators and 91% for independents.<\/p>\n<p>The factors leading to the idea of changing the service provider, in the first case, are <strong>reliability and quality of interventions (57%), price (27%) considered as &#8220;must-haves&#8221; in the service, convenience and flexibility (31%), additional services (12%),<\/strong> reasons that fall into differentiating elements. In the case of independent realities, the first aspect remains almost unchanged (54%), <strong>the sensitivity to price (51%) increases, and the share of additional services (20%)<\/strong> and the percentage regarding the customer experience are similar. The issue related to price was explored: the result shows that most customers (58%) evaluate &#8220;other factors&#8221; when choosing the garage to turn to. <strong>This means that there is an important perspective to make a difference, without touching the economic lever.<\/strong><\/p>\n<p><strong>A constant and structured relationship, current customer experience, and personalized services<\/strong> are the elements that support change in favor of a business that can regenerate and which results in the satisfaction of the end user. A <strong>path to digitalization<\/strong> is desired by customers, both to obtain basic information and to establish a relationship and get quotes. <strong>53% of the sample attributes added value to flexibility<\/strong>, such as the <strong>possibility of picking up the car after 6:00 PM (53%) and doing the acceptance before 8:00 AM (35%).<\/strong> In terms of <strong>services<\/strong>, for <strong>67%<\/strong> of respondents, it would be desirable <strong>to be followed by a single 360-degree contact person<\/strong>, even with innovative formulas capable of responding to the individual needs of each user.&#8221;<\/p>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<\/div>\n\t\t","protected":false},"excerpt":{"rendered":"<p>Customers who turn to authorized and independent garages and repairers for work on their cars are loyal to the same service provider, complain about a lack of innovation in different stages of the relationship, and would like personalized services capable of meeting their needs and requirements. This is the picture painted by the Service Customer&hellip;<\/p>\n","protected":false},"author":19,"featured_media":19937,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[229,195,231,228,230],"tags":[],"class_list":["post-20059","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-auto-ecosystem-en","category-car-ecosystem","category-dealer-business-en","category-research-en","category-research-en-2"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.6 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Service Customer Study: Italians Loyal to Garages but Willing to Change. - Quintegia<\/title>\n<meta name=\"description\" content=\"According to Quintegia Service Customer Study 2023, Italians are loyal to their trusted garages but willing to switch for reliability, convenience, and flexibility.\" \/>\n<meta name=\"robots\" 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