Service with a smile

Improved service levels could help drive used car sales even further according to CitNOW, as research reveals that used-car buyers expect the same standard of service as if they were buying new.

The study by CitNOW found that nearly three quarters of used car buyers expect customer service to be on a par with the brand-new buying journey.

With new WLTP rules having a short-term impact on new car sales – which dropped 20% in September – the used market has capitalised on the turbulence.

Yet with research showing that 23% of buyers have already had a negative experience in the used car market, CitNOW has suggested that there is plenty of scope for retailers to improve their service and drive used sales even further.

The latest study arrives as CitNOW announced its nationwide Year of the Used Car report, recently revealing that 48% of prospective car buyers are looking to the used car market for their next purchase.

The research also revealed the most common problems for used buyers, highlighting the need for greater transparency and service among retailers to capitalise on increased interest in the used market.

Buyers’ most common negative experiences in the second-hand market included mechanical reliability issues, electrical faults and bodywork problems, while over a quarter of negative experiences were the result of poor service from the selling retailer.

Ollie Parsons, head of sales and client services at CitNOW, commented, ‘Modern car buyers are turning toward the used market more than ever before, and this new type of buyer is rightly demanding a customer experience on a level with the brand-new buying journey.’