Documenti di Didattica
Documenti di Professioni
Documenti di Cultura
Key findings
•• Consumers are more positive about fully self-driving vehicles •• 60% of consumers visited their selling dealer more than once
•• Consumers still want an established track record for autonomous •• Customer experience is clearly not dead
vehicles
•• Salespeople and printed brochures are considered the most
•• Speaking of trust, most consumers put their faith in OEMs useful in gathering information at a dealership
•• Driving range is still a significant concern for all battery-powered Communication from dealers and manufacturers
electric vehicles (BEVs)
•• Both OEMs and dealers could be missing a big opportunity
•• If consumers can get past the upfront price premium, more
would consider going electric for their next vehicle •• Dealers trump manufacturers in quality of communication
1
Navigating the customer journey |
UK perspectives from Deloitte’s Global Automotive Consumer Study
Looking at which types of brand consumers would trust most to bring a fully autonomous vehicle to market, more than half would
favour traditional car manufacturers, although trust in technology companies has also grown.
Navigating the customer journey |
UK perspectives from Deloitte’s Global Automotive Consumer Study
49%
Fully self-driving cars will not be safe
73%
43%
A fully self-driving car will
free up my time so I can focus on other activities
49%
37%
Travelling in a fully self-driving car will be a positive experience
51%
2018 2017
Note: Percentage of respondents who strongly agreed or agreed have been added together
Q1: To what extent do you agree or disagree with the following statements?
Sample size: n= 1,209 [MOD 2], n= 1,081 [MOD 1]
3
Navigating the customer journey |
UK perspectives from Deloitte’s Global Automotive Consumer Study
Factors making consumers feel better about riding in a fully self-driving vehicle
66%
An established track record of self-driving cars
being used on the streets safely
65%
53%
Vehicle is offered by a brand you trust
44%
51%
Government regulation/approval of self-driving cars
48%
2018 2017
Note: Percentage of respondents who strongly agreed or agreed have been added together
Q2: Would the following factors make you more or less likely to ride in a self-driving car?
Sample size: n= 1,196 [MOD 2], n= 1,161 [MOD 1]
4
Navigating the customer journey |
UK perspectives from Deloitte’s Global Automotive Consumer Study
Type of company consumers trust the most to bring fully self-driving technology to market
51%
Traditional car manufacturer
53%
23%
A new company that specializes in autonomous vehicles
24%
21%
Existing technology company
17%
5%
Other
6%
2018 2017
Q3: Would the following factors make you more or less likely to ride in a self-driving car?
Sample size: n= 1,270 [MOD 2], n= 1,246 [MOD 1]
5
Navigating the customer journey |
UK perspectives from Deloitte’s Global Automotive Consumer Study
Looking specifically at the reasons why consumers might not choose an all battery-powered engine in their next vehicle, our
research shows that consumers are concerned about driving range and cost/price premiums followed closely by a lack of charging
infrastructure.
Cost is the main reason that consumers would consider switching to an all battery-powered engine, with 37% of the consumers
agreeing that lower ongoing operating costs for BEVs would most compel them to consider going electric for their next vehicle.
Navigating the customer journey |
UK perspectives from Deloitte’s Global Automotive Consumer Study
Consumers’ expectations with respect to engine type in their next vehicle (2018)
2017 Data
77%
All battery-powered
5%
electric (BEV)
Other 3% 16%
7%
Note: “Other” category in 2018 data includes ethanol, CNG, and fuel cell
Q38. What type of engine would you prefer in your next vehicle?
Sample size: n= 965 [MOD 2], n= 949 [MOD 1]
7
Navigating the customer journey |
UK perspectives from Deloitte’s Global Automotive Consumer Study
Q39. What is your greatest concern regarding all battery-powered electric vehicles?
Sample size: n=965
8
Navigating the customer journey |
UK perspectives from Deloitte’s Global Automotive Consumer Study
Other 2%
Q40. What would be the main reason for you to consider an all battery-powered electric vehicle?
Sample size: n=965
9
Navigating the customer journey |
UK perspectives from Deloitte’s Global Automotive Consumer Study
Looking more closely at the customer journey and which marketing channels have the most impact on purchase decisions, 31% of
consumers agreed that the manufacturer website had a significant impact on choice of vehicle, followed closely by family and friends
(30%). Only 15% of consumers viewed third-party websites as having a significant impact on vehicle purchase decision, however of
the 15% who did use them, 35% found the service very/extremely useful.
Navigating the customer journey |
UK perspectives from Deloitte’s Global Automotive Consumer Study
9 months to 12 months 2%
Q10. How long before you made the decision to acquire did you start researching your current vehicle?
Sample size: n=857
11
Navigating the customer journey |
UK perspectives from Deloitte’s Global Automotive Consumer Study
Retail Websites (e.g., eBay Motors, Autotrader, Amazon) 54% 20% 20% 6%
Q12. When considering purchasing or leasing your current vehicle, how much of an impact did information from each of the following
sources have on your ultimate decision of which vehicle you chose?
Sample sizes – n=857
12
Navigating the customer journey |
UK perspectives from Deloitte’s Global Automotive Consumer Study
Percentage of consumers using third-party vehicle Percentage of consumers who liked the pricing support
pricing support services to purchase a vehicle received while purchasing a vehicle
16%
No Yes
Q14. Did you use a third-party, vehicle pricing support service Q15. How useful did you find the vehicle pricing support
(e.g., TrueCar, Edmunds, BitAuto, CarTrade, etc.) in the process you received?
of acquiring your current vehicle? Sample size: n=133
Sample size: n=857
13
Navigating the customer journey |
UK perspectives from Deloitte’s Global Automotive Consumer Study
Interaction with a real person ranked as the most important buying aspect with over half acquiring their current vehicle from the
dealership they visited.
Two-thirds of consumers still find printed brochures and spec sheets very useful for gathering information at the dealership.
66% rate getting a good deal/price as the most enjoyable part of the dealer experience. The test drive ranks second with forty-three
percent.
Navigating the customer journey |
UK perspectives from Deloitte’s Global Automotive Consumer Study
Dealer where I acquired Other dealers that sell Other dealers that sell other
my current vehicle my current vehicle brands of comparable vehicles
0 3% 0 57% 0 53%
3 16% 3 9% 3 11%
4 6% 4 5% 4 5%
Q17. How many dealer visits did you conduct during the buying process for your current vehicle?
Sample size: n=702
15
Navigating the customer journey |
UK perspectives from Deloitte’s Global Automotive Consumer Study
Neutral 20%
Q18. Thinking about the dealer where you acquired your current vehicle, how important was the customer experience
in making the choice to buy there?
Sample size: n=702
16
Navigating the customer journey |
UK perspectives from Deloitte’s Global Automotive Consumer Study
2
Conversation with a salesperson 5% 11% 82% %
Q23. How useful are each of the following channels in helping you gather information while at a dealership?
Sample size: n=702
17
Navigating the customer journey |
UK perspectives from Deloitte’s Global Automotive Consumer Study
Q24. What are the three aspects of the dealer experience you enjoyed most when you acquired your current vehicle?
Sample size: n=702
18
Navigating the customer journey |
UK perspectives from Deloitte’s Global Automotive Consumer Study
Extended duration test drives (e.g., 24 hours or more) 20% 31% 49%
Ride-and-drive events where you can test drive
21% 32% 47%
several vehicles at one time
Innovative technology to make the purchase process
15% 39% 46%
more efficient
Getting pre-approved for financing before shopping 28% 31% 41%
Innovative technology to make the purchase more
37% 35% 28%
engaging/fun (e.g., virtual reality)
Access to product specialists (e.g., Apple “genius” concept) 33% 39% 28%
Q45. How important are each of the following items related to the vehicle buying process?
Sample size: n=766
19
Navigating the customer journey |
UK perspectives from Deloitte’s Global Automotive Consumer Study
Dealers surpass manufacturers in terms of quality of communication with 73% of consumers saying dealer communication is good/
very good.
Navigating the customer journey |
UK perspectives from Deloitte’s Global Automotive Consumer Study
Number of times
4% 6-10 times 9%
2% 11-20 times 3%
3% Don’t know 4%
Q31. How many times has either the manufacturer or dealer contacted you (for any reason) after acquiring your current vehicle?
Sample size: n=702
21
Navigating the customer journey |
UK perspectives from Deloitte’s Global Automotive Consumer Study
67% 73%
46% Good 48%
6% Poor 3%
1% Very poor 2%
Q33. How would you rate the quality of the communication you have received from both the manufacturer and dealer
since acquiring your current vehicle?
Sample size, average for manufacturer and dealer : n=257, 525
22
Navigating the customer journey |
UK perspectives from Deloitte’s Global Automotive Consumer Study
Germany
(n=1,759)
Canada
(n=1,261)
France
(n=1,258) Japan
United States (n=1,762)
(n=1,760)
Rep of Korea
(n=1,763)
Mexico China
(n=1,269) (n=1,759)
Italy
(n=1,260)
India
(n=1,760)
South Africa
(n=1,251)
Malaysia Thailand Indonesia
Brazil (n=505) (n=515) (n=503)
(n=1,256) Southeast Asia (n=1,523)
Study methodology
The study is fielded using an online panel methodology where consumers of driving age are invited to complete the
questionnaire (translated into local languages) via email. It was fielded in 17 countries and designed to be nationally
representative of the overall population in each country.
23
Deloitte refers to one or more of Deloitte Touche Tohmatsu Limited, a UK
private company limited by guarantee (“DTTL”), its network of member firms,
and their related entities. DTTL and each of its member firms are legally
separate and independent entities. DTTL (also referred to as “Deloitte Global”)
does not provide services to clients. Please see www.deloitte.com/about to
learn more about our global network of member firms.