Page 7 - After Sales Goes Online Example

After Sales Goes Online
wolk after sales experts 00112093 4
INDEX OF TABLES
Table 1: Abbreviations............................................................................................................................................................... 9
Table 2: Sample sizes and quotations ................................................................................................................................... 12
Table 3: Description of sample structure.............................................................................................................................. 13
Table 4: Overview about the online and offline expenses.................................................................................................. 21
Table 5: Average time Germans spending for different media (Source:ARD/ZDF-Onlinestudie 2012) .................. 26
Table 6: Internet usage by gender.......................................................................................................................................... 26
Table 7: Internet usage by age group .................................................................................................................................... 26
Table 8: Internet usage by income group.............................................................................................................................. 27
Table 9: Internet usage by car segments.............................................................................................................................. 27
Table 10: Internet usage by car age....................................................................................................................................... 28
Table 11: Internet usage by car service customer type ..................................................................................................... 28
Table 12: Using mobile devices by age groups.................................................................................................................... 31
Table 13: Using mobile devices by income group ............................................................................................................... 31
Table 14. Using mobile devices by city size.......................................................................................................................... 31
Table 15: Using mobile devices by car segments................................................................................................................ 32
Table 16: Using mobile devices by car age........................................................................................................................... 32
Table 17: Using mobile devices by service type .................................................................................................................. 32
Table 18: Motivation to buy via the internet by gender....................................................................................................... 37
Table 19: Motivation to buy via the internet by age group ................................................................................................. 38
Table 20: Motivation to buy via the internet by income group........................................................................................... 39
Table 21: Motivation to buy via the internet by city size..................................................................................................... 40
Table 22: Motivation to buy via the internet by car brands................................................................................................ 40
Table 23: Motivation to buy via the internet by car age ...................................................................................................... 41
Table 24: Motivation to buy via the internet by service type.............................................................................................. 42
Table 25: Internet expenses of the last 12 months and the future development .......................................................... 43
Table 26: Spending via the internet by gender .................................................................................................................... 44
Table 27: Spending via the internet by age groups............................................................................................................. 44
Table 28: Spending via the internet by income groups ...................................................................................................... 45
Table 29: Spending via the internet by city size................................................................................................................... 45
Table 30: Spending via the internet by car segments......................................................................................................... 46
Table 31: Spending via the internet by 8 important car brands........................................................................................ 47
Table 32: Spending via the internet by car age.................................................................................................................... 47
Table 33: Spending via the internet mileage per year........................................................................................................ 48
Table 34: Spending via the internet by service types ......................................................................................................... 49
Table 35: Car service types: The three most mentioned combinations of the given answers..................................... 55
Table 36: Car service customer type by gender .................................................................................................................. 56
Table 37: Car service customer type by age group............................................................................................................. 56
Table 38: Car service customer type by monthly household income............................................................................... 57
Table 39: Car service customer type by city size................................................................................................................. 58
Table 40: Car service customer type by car segments....................................................................................................... 59
Table 41: Car service customer type by car age.................................................................................................................. 60
Table 42: Car service customer type by mileage per year................................................................................................. 61
Table 43: Description of service types................................................................................................................................... 66
Table 44: Overview of who performs car maintenance and repairs of different car services .................................... 67
Table 45: Expenses on car maintenance and repairs sorted by gender ......................................................................... 83
Table 46: Expenses on car maintenance and repairs sorted by age groups.................................................................. 84
Table 47: Expenses on car maintenance and repairs sorted by income groups ........................................................... 84
Table 48: Expenses on car maintenance and repairs sorted by city size ....................................................................... 84
Table 49: Expenses on car maintenance and repairs sorted by car segments ............................................................. 85
Table 50: Expenses on car maintenance and repairs sorted by car brands .................................................................. 85
Table 51: Expenses on car maintenance and repairs sorted by car age......................................................................... 86
Table 52: Expenses on car maintenance and repairs sorted by mileage per year........................................................ 86
Table 53: Expenses on car maintenance and repairs sorted by service types .............................................................. 87
Table 54: General internet using ............................................................................................................................................ 93
Table 55: Online purchasing of car-related products / services ...................................................................................... 93
Table 56: Internet usage concerning cars ............................................................................................................................ 96
Table 57: Internet usage concerning car service and maintenance................................................................................. 99
Table 58: Internet usage concerning car service and maintenance by gender............................................................100