Page 4 - After Sales Goes Online Example

After Sales Goes Online
wolk after sales experts 00112093 1
INDEX
1 INTRODUCTION............................................................................................................................... 8
1.1 ABBREVIATIONS..........................................................................................................................................9
1.2 THE AIM OF THE STUDY ............................................................................................................................ 10
1.3 NOTES TO THE QUESTIONNAIRE ................................................................................................................. 11
1.4 SAMPLE AND QUOTATION ......................................................................................................................... 12
1.5 STATISTICS ............................................................................................................................................. 13
1.6 READING GUIDE ....................................................................................................................................... 14
2 SUMMARY OF THE SURVEY........................................................................................................ 15
3 ONLINE BEHAVIOUR .................................................................................................................... 23
3.1 SUMMARY “ONLINE BEHAVIOUR” .............................................................................................................. 23
3.2 WEEKLY INTERNET USAGE IN HOURS......................................................................................................... 26
3.3 REASONS BEING ONLINE .......................................................................................................................... 29
3.4 USING MOBILE DEVICES ............................................................................................................................ 30
3.5 INTERNET PURCHASING IN GENERAL ......................................................................................................... 34
3.6 MOTIVATION TO MAKE PURCHASES OVER THE INTERNET ............................................................................ 36
3.7 EXPENSES FOR GENERAL INTERNET PURCHASES....................................................................................... 43
3.7.1 INTERNET EXPENSES BY SOCIO- DEMOGRAPHIC PARAMETERS..................................................................................... 44
3.7.2 INTERNET EXPENSES BY CAR STRUCTURE ................................................................................................................. 46
3.7.3 INTERNET EXPENSES BY CAR SERVICE TYPES ............................................................................................................ 49
4 CAR SERVICE OFFLINE BEHAVIOUR (SERVICE TYPOLOGY)................................................... 51
4.1 SUMMARY ............................................................................................................................................... 51
4.2 CAR SERVICE CUSTOMER TYPES................................................................................................................ 54
4.2.1 CAR SERVICE CUSTOMER TYPES BY SOCIO- DEMOGRAPHIC PARAMETERS ...................................................................... 56
4.2.2 CAR SERVICE CUSTOMER TYPES BY CAR STRUCTURE.................................................................................................. 59
4.2.3 PROFILE OF CAR SERVICE CUSTOMER TYPE ............................................................................................................... 62
4.3 WHO PERFORMS THE CAR SERVICE? ......................................................................................................... 66
4.3.1 EASY CAR SERVICE ................................................................................................................................................. 68
4.3.2 MODERATE CAR SERVICE ........................................................................................................................................ 71
4.3.3 COMPLEX CAR SERVICE ........................................................................................................................................... 74
4.3.4 CHANGING TIRES.................................................................................................................................................... 77
4.3.5 BODY AND PAINT .................................................................................................................................................... 80
4.4 EXPENSES ON CAR MAINTENANCE AND REPAIRS ........................................................................................ 83
4.4.1 EXPENSES BY SOCIO- DEMOGRAPHIC PARAMETERS .................................................................................................... 83