Nearly half of customers are still having to queuie to speak to a service adviser, according to new research from Tjekvik.
Its nationwide survey found that 46% of customers have to wait when dropping off or collecting their vehicle, reflecting ongoing pressure on dealership aftersales operations.
Queues persist in aftersales
When asked how often they needed to queue, 29% of respondents said ‘sometimes’, 13% said ‘most times’, and 4% said ‘every time’. Younger customers are most affected, with 80% of those aged 18 to 24 reporting that they have to queue to be seen.
Regional differences are also evident. In London, 67% of respondents said they had to queue, the highest level of any region, although this marks an improvement from 82% two years ago. The East of England recorded the lowest levels, with 36% reporting queues.
Loyalty risk for dealers
The findings highlight potential risks for customer retention, with 22% of respondents believing independent workshops or fast-fit garage chains may offer shorter waiting times.
Customer satisfaction is also affected, with 19% saying queuing reduced their perception of dealer service standards, while 18% said it would make them consider going elsewhere next time.
However, the research also points to progress. The proportion of customers queuing has fallen from 67% in 2024, coinciding with increased adoption of digital self-service tools.
Growth of digital check-in
Nearly 3 million customers used digital check-in and check-out solutions last year, representing an 11% increase in interactions compared with 2024.
Christian Mark, chief executive and co-founder at Tjekvik, said: “Aftersales departments are busy areas for most dealers, particularly at peak times, and our survey highlights that queuing to see a service adviser remains an issue for many.
“Despite this, providing the flexibility of digital check-in and check-out has shown a noticeable difference year-on-year, meaning more customers than ever are choosing to drop off and pick up their keys quickly and securely.”
Tjekvik’s home, indoor and outdoor self-service solutions allow customers to check their vehicle in and out at a time and place that suits them, either remotely or via dealership kiosks, including 24-hour access through outdoor systems.
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