Study: Customer Experience Analysis in Automotive After Sales

Nowadays, client oriented and user friendly e-commerce channels are indispensable. How are automotive manufacturers positioned in relation to the expected high growth rates in the after-sales segment and the progressing digitization? Are there any differences between “premium OEMs” and other automotive manufacturers? These were some of the questions asked by the consultants of KBC and eccelerate. Based on a proven approach, they conducted a customer experience analysis on the range of digital offers among twelve automotive manufacturers. If you are interested in your individual results, please feel free to contact us.


Here you find the teaser on methodology and the essential observations of the study.


If you are interested in the overall results, please get in touch with us.


Lennard Grewe

E-Mail: lennard.grewe(at)

Mobil: +49 (0) 173 24 35 853


Marc Perbix

E-Mail: m.perbix(at)

Mobil: +49 (0) 151 14 84 72 23