How car dealerships drive customer experience

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Nowadays, as the competition among businesses is increasing, customer service becomes the key to success and competitive advantage.

Car dealerships are not an exception. Indeed, buying a car is one of the most important decisions for an individual or a family. And naturally, everyone wants to get it right on the first try.

There is one key element that influences this decision: customer service. Often, while reading customer reviews, or even hearing from our friends, the negative experiences seem to have more impact on service evaluation.

We hear about cases when customers were feeling robbed, tricked, manipulated by faulty information, or neglected. But does that always truly reflect the reality?

The fact that we do not hear much about the good experiences, doesn’t mean that they do not exist.

Good customer service is present in car dealerships, and we just need to bring it up in our conversations more often. So, maybe the process of buying a car is not as blurry as it looks. Let us positively turn things around!

Key components of good customer service

Many customers do not hesitate to write a positive review when they have had a great experience. Some of the things they appreciate more from their car dealer are:

Simplicity of the car buying process

Simplicity is often key to success in many activities, and buying a car is no exception. People who have already made up their mind about a car purchase, do not want to sit for hours filling tons of paperwork. They simply want to pay and drive off.

The efficiency of the processes is one of the major elements emphasized in 5-star rating customer reviews for car dealerships. Often, these processes are highly digitized, so that the customer does not waste time manually filling the forms.

Test-drive experience

Even though e-commerce is booming, the majority of car buyers still visit dealerships to choose and buy a car. Sometimes, they even go more than once. Why is that?

It has to do with the experience of driving itself. If you want to buy a Toyota, you may want to test drive a Toyota Avalon, as well as a Toyota Corolla. Having the opportunity to do so indicates good customer service.


Many negative reviews happen because clients feel cheated by a dealership. Sometimes, it is about the price they pay for their car, and sometimes they sense hidden information.

When buying a car, it is important to be told any potential drawbacks the car has. Ultimately, it is up to the customer to accept the risks, and having the awareness creates trust and helps cultivate a long-term relationship with the car dealer.

Professionalism of salespeople

When out shopping at a store, have you ever felt that a salesperson tries to sell you every possible product and never really listens to what you need?

Maybe you don’t need an SUV and prefer driving smaller fuel-efficient vehicles instead. If the sales person would spend some time actively listening to your needs and preferences, you would definitely appreciate their professionalism.

Important Auto dealers review sites

According to a survey by the Auto Credit Express in 2017, 87% of car buyers said they used online review sites to help them select a dealership. To help you assess all the criteria above, we will share a list of review sites below. After all, to have a good car-buying experience, you should do your homework prior to visiting a dealership.

  • DealerRater.Com
  • Yelp Reviews
  • Google Reviews
  • BBB Reviews
  • Facebook Reviews

How does the future look like?

Customer service in the car dealership sector is evolving towards higher use of the digital channels. According to a McKinsey study, these channels serve as the primary source of information to the client. it means that in the future, fewer visits to the car dealership premises will be needed, and the purchase transaction will be happening online.

The role of a dealer will switch from providing general information and assisting in filing paperwork to an advisory one. Dealers will need to be more specialized in supplying valuable and useful information and guiding customers through the test driving experience.

Therefore, from this perspective, digitalization will not limit the customer service experience but will enhance it, as it will increase efficiency and, hence, customer satisfaction.

Car dealerships and Corsia Logistics

best time to buy a car

The customer experience does not end with the purchase. And in case you bought your car out-of-state, another very important step follows: shipping your vehicle.

Having spent so much time choosing your perfect car, you will also need the perfect transport. Car dealers can provide in-house transport or partner up with auto shipping companies.

Corsia Logistics partners up with car dealerships and also offers vehicle shipping services to private customers. We understand the needs of the car dealing business and aim at creating long-term relationships with our clients.

Being a five-star rated company, we can arrange transport for any type of vehicle anywhere in the country. Whether you choose to ship via an open car carrier or enclosed trailer, your vehicle will be safe with us. And if you need it fast, you can always opt for our expedited service. White-glove service is our hallmark, we work hard to accommodate your auto shipping needs.

Our team of dedicated logistics experts will guide you through the entire process of shipping your vehicle with a peace of mind. If you have any questions regarding our services, want to partner up with us, or simply want to request a quote, do not hesitate to get in touch with us. You can message us, chat with us online, or call (818)850-5258.


About the Author:

Ina Gjika is a banker who loves to dive into philosophy and dance to the music beats. Ina also enjoys getting lost into her bookshelves and smelling freshly ground coffee, while dreaming about exploring the world. She holds two B.A majors in Business Administration and Political Science & International Relations, as well as a B.A minor in Economics.

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