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Playing a key part
Page 137
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• Parts availability and back-up support are deciding factors when buying a commercial vehicle, according to a survey of 4,000 0-Licence holders in the Nottingham/Sheffield areas. In the survey by Sherwood Leyland Daf, 88%. and 86% respectively described these areas as "very important" — and none of those surveyed rated them as "unimportant". The price of parts scored lower; 59% identified it as "important", although only 2% felt it was "not important." Total running costs scored 88%.
Twenty-four hour workshop facilities and breakdown recovery rated 49 and 52% respectively, while 16 and 13% were not interested in these facilities.
Other areas rated as "very important" were the reputation of the dealer (53%); courtesy of staff (42%), and site location (48%).
Sherwood carried out the survey "to establish what the customer wants and how they feel about the service they are getting," says sales manager, Neil Renshaw.
In Sherwood's case, operators seemed happy with a 94% first time pick of spares and opening hours, he said. While several interesting factors in the buying decisions were highlighted, Sherwood does not expect to be making any changes to its operations following the survey.
Other findings of the survey were that 47% placed no importance on the vehicles' country of origin, only 62% thought that payload was very important and 15% of respondants were not concerned with the standard of the cab.