After Sales: Customer Orientation Unsatisfying
November 2014
Automotive OEMs and their dealer organizations neglect the process stability in after sales. Performance transparency and motivation need to be increased.

The competitive situation in automotive after sales has continuously changed in the recent past. Independent workshops and repair shop chains have gained significant market share. Within this set-up, the neglected process stability and unsatisfying customer orientation of OEMs and their service locations are alarming. Apparently there is still work to be done to avoid losing customers to competition.