Customers value trust over convenience

According to new research commissioned by CDK Global, by far the biggest reason customers return to a workshop is ‘trust’ (cited as the most important factor by 72% of respondents), followed by ‘convenience’ (most important for 18%).

With emphasis on building customer trust and convenience, the Connected Workshop system from CDK brings together six core areas of a maintenance department. With trust and transparency at the core of the system, the result is a seamless customer experience, fewer missed opportunities, faster customer processing, and greater efficiency.

The integrated system integrates online service bookings, mobile customer check-in, digital vehicle health check (VHC), and video-based CitNOW technology to deliver a highly-professional, modern, and seamless experience to customers.

Stuart Miles, MD for UK and Ireland at CDK Global, said, ‘Our research shows that if we can secure customers’ trust, we’ll maximise opportunities to retain more than two thirds of a workshop’s potential audience. CDK’s clever integrations enable highly-personalised automated contact with the customer and eliminate duplication of data for service reception teams and technicians. The result is high efficiency, less down time, plus happy customers who come back again and again.’