Dealers who offer service plans, cosmetic repair insurance and extended warranties are achieving higher levels of customer satisfaction, according to findings from JudgeService surveys which reached over 436,100 customers.
The research suggests that the offer of upsells is actually a significant driver of higher net promoter scores, contrary to popular belief. Service plans saw the biggest overall increase in customer satisfaction rising from 53% when not offered to 86% when offered.
Neil Addley, MD of JudgeService, said: “As we enter the all-important March plate-change, our research shows dealers have an opportunity to maximise their revenue opportunities by ensuring processes are in place to promote upsells in every single car buying transaction, because customers appreciate being offered them.
“Introducing service plans are easy conversations for sales executives and our results suggest many are successfully articulating the cost saving benefits, which is driving up customer satisfaction and their propensity to purchase them.
“We know from our Profit Clinics that when dealers offer service plans there is a 48% uptake, so introducing them should always be part of the vehicle sales process.”
Offering cosmetic repairs resulted in a 41% increase in promoter scores, to 81%, while extended warranties saw an improvement of 20% to 84% and wheel protection rose 19% to 84%.
Other popular upsells were finance with a 13% increase to 82% and paint protection, up 13% to 82%.
