How the GForces Online Service Booking Facility Played its Part
The 2018 J.D. Power ratings have been announced, and Land Rover have been placed highest amongst premium brands. This is the second consecutive year Land Rover have found themselves at the top in this particular survey’s four-year history. The poll measures aftersales customer satisfaction within franchised dealers. J.D. Power is a global leader in consumer insights and have been carrying out customer satisfaction indexing focused on the automotive industry since 1968.
The customer satisfaction scores are based on a thousand-point scale. Land Rover’s score of 824 is a 12-point improvement over last year. And as always, the survey revealed key marketable insights that showed how user-journey and digital provision of services was a crucial part of coming out on top.
A major factor reported, was how scheduling vehicle servicing online is more popular and satisfying for users than making appointments over the phone, especially when the required work and charges are clearly visible to the customer as with online service booking, eVHC and Video Capture.
GForces has been working collaboratively with Land Rover to offer a best-practice, user-focused service booking solution. A unique piece of software has been developed to adapt Land Rover’s global manufacturing data sets and menu pricing into the GForces Service Booking solution.
“We’ve been able to provide a global Service Booking application for Land Rover that can be tailored to each individual market,” Richard Johnston, OEM Director at GForces explains. “We’re very pleased to see Land Rover at the top of the J.D Power index, and we’re very pleased to see the value of online service booking noted in the report.”
GForces’ own reporting and statistics echo the J.D Power results. There has been a 59% YoY growth in the product’s demand and 38% of quotations requested through the software converted to online bookings. In addition, 22% of bookings included additional upsell items.
“The NetDirector® Service Booking solution can integrate fully with any OEM service and accessory information,” Richard adds. “That means we can accommodate servicing schedules, MOT bookings and accessories to name just a few aspects. Overall, the NetDirector® Service Booking solution has enabled hundreds of thousands of consumers to connect with manufacturers and retailers, bringing their complete aftersales offerings under one roof. The convenience this delivers to the consumer is something the J.D Power results have shown to be incredibly important.”