UK Overall Leaderboard
Rankings produced using all three customer-facing pillars of Assisted Selling - Technology, Customer Experience, and Online Proposition.
To some extent, all car manufacturers are already using online to sell more cars. A few are well ahead some following close behind, but the majority seems to be still putting the foundations in place. No one is ready to fully utilise the online potential just yet score of 65% is enough to secure a top spot and 29% a place in the top 10.
Another sobering statistic is that across all 33 manufacturers, a total of 666 (39%) criteria were missing altogether. Given that this scorecard represents customers' experience of a manufacturers' online presence, it is clear that manufacturers have not yet developed the capability to cater for this increase in customer's willingness to use online.
However, the good news is that in all cases, significant improvements seem to be achievable by optimising what is already in place rather than starting again. This solidified foundation would provide a springboard towards the next level of maturity, however individual brands might define that.
Customer Experience Leaderboard
Rankings in the Customer Experinece pillar, derived from16 weighted criteria, related to the customer experience across the entire conversion funnel.
The Scorecard evaluates the online Customer Experience and measures effectiveness at joining online and offline actions into shopping journeys that convert to sales.
Customer Experience is one of the six pillars of Assisted Selling.
Rankings in the Technology pillar, derived from 27 criteria related to the website quality, performance and the functionality required to use online effectively.
The Scorecard evaluates the quality and function of the website and measures effectiveness at supporting shopping journeys that convert to sales.
Technology is one of the six pillars of Assisted Selling.
Online Proposition Leaderboard
Rankings for the Online Proposition pillar, derived from 8 criteria related to the car manufacturers' online proposition.
The Scorecard evaluates the attractiveness of the online proposition compared with offline and measures effectiveness at supporting shopping journeys that convert to sales.
Online Proposition is one of the six pillars of Assisted Selling.