Volvo tops online customer experience survey for third year in a row
- Added:
- Jun 02, 2010
Volvo.com has remained at the top of its ‘Comparing the Car Sites’ league table for the third consecutive year, according to new research.
The research from customer experience benchmarking company, Global Reviews, objectively measures customers’ experience on eight leading car websites, Mercedes, Volkswagon, Volvo, BMW, Lexus, Porsche, Jaguar and Audi.
The sites are assessed against more than 500 criteria including; the information available to prospective buyers, customer support, service offered to vehicle owners, and general site usability.
The criteria are set using independent research into what customers say they want from an automotive website, and global online best practice.
The Global Reviews’ ‘Comparing the Car Sites’ benchmark study study found that Volvo scored 62%. To meet basic customer experience requirements websites must achieve 55%. To exceed them they must score 69%. This year only Volvo, BMW (59%), Volkswagon (59%) and Mercedes (57%) scored above 55%.
The study found that Volvo also offers the best site utility (site navigation) 87% and content and tools 57%. However Volkswagon offers the best experience for prospective buyer (69%) and BMW offers the best customer support (69%).
BMW also offers the best information for vehicle owners, but scored only 51%. This category includes information available on maintenance and parts and accessories as well as the ability to book a service online. All providers received low scores in this area with an industry average of only 37%.
Global Reviews Managing Director UK, Harvind Bhatti, said, “Congratulations to Volvo. It has led our ‘Comparing the Car Sites’ league table for three years now. Other car companies would do well to look at what they are doing online and follow their example. However the fact that no brand overall meets the 69% target highlights that not all basic customer experience needs are being met.”
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