Customer Satisfaction Beyond the Showroom

Customer engagement doesn’t stop when the buyer drives off the forecourt. For dealers who want to build long-term relationships and loyalty, customer satisfaction needs to extend far beyond the initial vehicle handover. 

Read on to learn how you can maintain high levels of satisfaction long after the purchase transaction. 

Set Clear Expectations at the Point of Sale 

Great communication begins with clarity. Take time during the finance process to explain key details: 

• The structure and timeline of the finance agreement 

• What the customer should expect and any obligations they must fulfil 

• Who to contact with questions or concerns 
  

Create a Post-Sale Journey 

Once the deal is signed, don’t go silent and leave the customer to work out the rest. A short, automated welcome message sent a few days after collection or delivery provides a positive, early touchpoint and opens the door to future communication. 

Key details to include are the high-level features and limitations of their agreement, and who they need to contact should they have any questions.  

Use Timely, Personalised Updates 

Many customers only hear from their dealership again when the end of the agreement approaches but doing more than this can present more opportunity for your aftersales team or create a stronger sense of loyalty with the customer. Send timely updates that add value, such as reminders about optional services like servicing, MOTs or warranty coverage. 

Personalised messaging that aligns with the customer’s specific finance timeline adds relevance and shows attention to detail.  

Support the End-of-Term Journey 

The end of a finance agreement is an important moment for customers and can present an opportunity for further business. Make sure customers are aware of their options: 

• Returning the vehicle 

• Potential for additional fees or charges 

• Fair wear and tear 

• Trading in and starting a new agreement 

• Purchasing the vehicle outright 

  
  

Proactively contacting customers before their term ends gives them time to consider their options and keeps them in your ecosystem. Use these touchpoints to educate and advise. 

Ask for Feedback and Act on It 

Finally, gather customer feedback at key points in the finance lifecycle and use it to improve your communication strategy. Simple surveys or check-in calls can uncover small issues before they become big frustrations. 

Invite your customers to leave you a review, either via your own platforms or using common customer satisfaction platforms such as Trustpilot. If you know you’re doing a good job, make sure you benefit from the great reviews! 

When customers see that their input is valued, it boosts satisfaction and builds long-term loyalty. 

Interested in how DealTrak can help your finance operations?

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