{"id":26181,"date":"2026-10-22T11:07:43","date_gmt":"2026-10-22T09:07:43","guid":{"rendered":"https:\/\/www.quintegia.it\/?p=26181"},"modified":"2026-10-22T11:07:43","modified_gmt":"2026-10-22T09:07:43","slug":"todays-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","status":"publish","type":"post","link":"https:\/\/www.quintegia.it\/en\/todays-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\/","title":{"rendered":"Today\u2019s 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."},"content":{"rendered":"\t\t
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Quintegia\u2019s 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.<\/h5>

After-sales<\/strong> is becoming an increasingly decisive factor in the relationship between customers and automotive brands: 97% of respondents consider the quality of the service network important when choosing a car brand<\/strong>. This is one of the most significant findings of Quintegia\u2019s Service Customer Study<\/a> 2026, <\/strong>a research initiative dedicated to exploring automotive consumers\u2019 behaviours, attitudes and expectations regarding aftersales services. The study was presented today at Service Day<\/strong>, taking place in Verona on 15 and 16 October.<\/p>

Beyond the quality of the service network<\/strong>, customers are developing increasingly specific expectations <\/strong>regarding their service experience<\/strong>: securing appointments quickly, receiving expert assistance from brand specialists, benefiting from proactive communication and being able to manage certain stages of the process digitally. These factors have a direct impact on customer satisfaction and help shape the relationship with the brand well beyond a single workshop visit.<\/p>

A comparison with the findings from 2025 highlights a broad consistency in traditional customer behaviours<\/strong>, particularly the continued preference for telephone <\/strong>calls when booking appointments and contacting workshops, alongside a gradual increase in the use of messaging channels<\/strong>. Among private customers, in particular, WhatsApp usage has risen from 10% to 13%<\/strong>, reflecting a shift towards more immediate and flexible forms of communication.<\/p>

It is in the service experience that the study’s most significant findings emerge. While the previous edition highlighted the importance of factors such as reliability, price, availability, waiting times and reviews when choosing a workshop, the 2026 analysis emphasises the value of speed, specialisation, proactivity and ease of service management.<\/strong><\/p>

Aftersales Is Playing an Increasingly Important Role in Brand Choice<\/strong><\/h6>

The strategic role of aftersales is further confirmed by other findings from the study. In addition to the 97% of respondents who consider the quality of the service network important when choosing a car brand, 95% value having a dedicated service advisor.<\/strong><\/p>

Digitalisation is also gaining ground in the relationship between customers and workshops: 82% of customers are willing to approve repair estimates online<\/strong>, while 78% consider it useful to receive maintenance reminder<\/strong>s.<\/p>

Quick Access to Appointments Makes a Difference<\/strong><\/h6>

The study\u2019s findings reveal a strong correlation between the quality of the service experience and customer satisfaction<\/strong>. The Net Promoter Score<\/strong> (NPS, a metric that measures customers\u2019 willingness to recommend a service or brand) reaches +65 <\/strong>when customers can secure an appointment within 7 days, but drops to -20<\/strong> when the waiting time exceeds 21 days.<\/p>

An equally significant difference emerges in terms of brand specialisation<\/strong>: the NPS reaches +66<\/strong> when customers perceive a high level of brand-specific expertise, compared with +6 when the perceived level of specialisation is lower.<\/p>

The workshop\u2019s ability to anticipate customer <\/strong>needs also has a direct impact on satisfaction. When the workshop proactively reminds customers that maintenance is due, the NPS reaches +59, compared with +28 when customers have to initiate the process themselves.<\/p>

These findings show that the quality of after-sales<\/strong> service is measured not only by the work carried out, but also by the entire customer journey<\/strong> before and during the service experience. Being easy to contact, responding promptly, demonstrating expertise and brand-specific knowledge, and maintaining proactive communication with customers are becoming essential elements of the overall experience.<\/p>

Overall, the analysis paints a picture of customers who expect a service that is not only competent and reliable, but also prompt, proactive in anticipating their needs and easy to manage. This shift further strengthens the role of aftersales as a strategic component of the brand experience and customer relationship.<\/strong><\/p>

<\/p>

Download the free excerpt from the study: LINK<\/a><\/p>\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\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t","protected":false},"excerpt":{"rendered":"

Quintegia\u2019s 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…<\/p>\n","protected":false},"author":22,"featured_media":26182,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[549,525,548],"tags":[539,552,554,553,551,233,550,540],"class_list":["post-26181","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-after-sales","category-automotive","category-studies-and-research","tag-after-sales-2","tag-automotive-digitalisation","tag-car-servicing","tag-customer-experience","tag-customer-satisfaction","tag-quintegia-en","tag-service-customer-study-2026","tag-service-day-2026"],"yoast_head":"\nService Customer Study 2026: The Future of Automotive Aftersales - Quintegia<\/title>\n<meta name=\"description\" content=\"Quintegia\u2019s Service Customer Study 2026: 97% of customers consider the quality of the service network important when choosing a car.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.quintegia.it\/en\/todays-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\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Service Customer Study 2026: The Future of Automotive Aftersales - Quintegia\" \/>\n<meta property=\"og:description\" content=\"Quintegia\u2019s Service Customer Study 2026: 97% of customers consider the quality of the service network important when choosing a car.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/www.quintegia.it\/en\/todays-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\/\" \/>\n<meta property=\"og:site_name\" content=\"Quintegia\" \/>\n<meta property=\"article:publisher\" content=\"https:\/\/www.facebook.com\/quintegia\" \/>\n<meta property=\"article:published_time\" content=\"2026-10-22T09:07:43+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/www.quintegia.it\/wp-content\/uploads\/2026\/10\/19.SCS_AVS3798-scaled.jpg\" \/>\n\t<meta property=\"og:image:width\" content=\"2560\" \/>\n\t<meta property=\"og:image:height\" content=\"1440\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/jpeg\" \/>\n<meta name=\"author\" content=\"Ufficio Marketing\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:creator\" content=\"@quintegia\" \/>\n<meta name=\"twitter:site\" content=\"@quintegia\" \/>\n<meta name=\"twitter:label1\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data1\" content=\"Ufficio Marketing\" \/>\n\t<meta name=\"twitter:label2\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data2\" content=\"3 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\\\/\\\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\\\/\\\/www.quintegia.it\\\/en\\\/todays-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\\\/#article\",\"isPartOf\":{\"@id\":\"https:\\\/\\\/www.quintegia.it\\\/en\\\/todays-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\\\/\"},\"author\":{\"name\":\"Ufficio Marketing\",\"@id\":\"https:\\\/\\\/www.quintegia.it\\\/en\\\/#\\\/schema\\\/person\\\/7f2f8d274a2e2c0e419c2fc161030ec7\"},\"headline\":\"Today\u2019s Aftersales Customers Expect Faster, More Proactive and More Digital Services. 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