Tesla’s electric cars are well-loved by owners, but service network needs work: survey



A recent poll among Tesla owners has shown that while the company’s electric cars are definitely well-loved, the electric car maker has notable areas of improvement with respect to its service network.

The yearly survey was conducted by Bernstein, and this season, it involved input from 2018 Tesla owners. The study showed that 87% of the respondents admitted that they “love” their vehicles, a slight rise over the previous year’s 85 percent. More than 2/3 of the owners surveyed this year also stated that they bought an electric car to replace a “mainstream” vehicle, implying that Tesla is beginning to make some waves past the luxury marketplace.

While Tesla’s vehicles are well-loved by their owners, the firm does have areas of improvement in its service network. Bernstein analyst Toni Sacconaghi outlined these points in a note to clients on Monday. “Tesla’s service and customer experience remain a relative weak spot, with very little improvement in many areas and corrosion in several metrics versus our poll results from 2017,” he composed .

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According to the results of the survey, 42% of the respondents rated their service center experience as “excellent. ” This represents a 15% decrease over the last year’s results, when 57% of the surveyed Tesla owners gave an “excellent” rating for their service center experience. Especially telling is that respondents who visited the company’s service centers in the previous 3 months were less satisfied with their experience as a result of problems such as longer wait times.

In contrast to the owners’ evaluations for Tesla’s service network, the company’s mobile service received a very positive response among the participants of Bernstein’s poll, with 70% of respondents rating their experience as “excellent. ”

As the company’s fleet of vehicles grows with the introduction of high-volume electric cars like the 35,000 Model 3 and the Model Y, Tesla rolled out initiatives to improve its clients ’ service experience. Last year, the company opened in-house body stores in a range of locations across the United States, which allowed minor repairs to be addressed better. Earlier this month, Tesla also rolled out an update to its mobile program that showed owners live status updates on the work being done on their vehicles.

Tesla has further committed to increasing its investment in its service system until it can deliver same-day, maybe same-hour turnaround times for customer concerns. The company outlined this at a blog post as it announced the $35,000 Model 3. “Most service (will be) performed by us coming to you, rather than you coming to us. We also guarantee service availability anywhere in any state where we operate,” the firm wrote.

Bernstein has a “Perform” rating on Tesla stock (NASDAQ:TSLA), with a price target of $325 per share.

The article Tesla’s electric cars are owners, but service network needs work: survey appeared first on TESLARATI.com.

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