Which car dealerships are the most pleasant for a car purchase?

Everyone suffers the process of a new car buying in their own way: for someone it is an additional hassle and a headache, and for someone it is a special pleasure. What can influence the customer’s approach in such an important choice? At least it is the atmosphere in the dealership. During the preparation of the marketing report “Preferences of car owners in the car servicing”, - experts of the analytical agency AUTOSTAT conducted an online survey * and found out which brands are famous for their particular attention to their customers (the survey involved the owners of the 30 most popular brands in the Russian sales rating).

Decisive criteria in this matter depended both on the staff and on the internal organizational processes of the dealership. According to the results of the survey, the top 5 brands in terms of satisfaction with the car purchase ** are representatives of the premium segment: Land Rover (88.1 points), Lexus (88.0 points), Mercedes-Benz (84.5 points), Audi (83.9 points) and Volvo (82.6 points). In the sixth place of this ranking there is the Japanese Toyota (82.4 points).

In addition to them, the TOP-10 brands with the highest purchase satisfaction index included: BMW (80.8 points), Suzuki (80.0 points), Hyundai (79.6 points) and Subaru (79.5 points).

* The online survey, which took place in November’18, was attended by more than 1800 Russian car owners (cars of 2013 - 2018 years of release; first owners; cars were bought new ones).

** The index of satisfaction with service at the dealership is an integral indicator, combining the assessment of the level of satisfaction by 6 criteria: the line of cars in the dealer centre, the friendliness of the staff, the competence of the staff (the quality of the consultation), the reliability of the provided information, the waiting time and design of the car, an individual approach (attention to detail).