30% of aftersales customers want to drop off keys outside traditional opening hours
Nationwide survey finds 50% of drivers aged 18-24 are the keenest on out-of-hours drop-off and collection
Over a quarter of respondents (26%) would like to do more of the vehicle check-in process online
Nearly two million customers in the UK and Ireland checked in their vehicles for service or repair from home last year
A significant proportion of UK customers would like greater flexibility when it comes to dropping off or collecting their vehicles following service, repair, or MOT, according to a new nationwide survey commissioned by Tjekvik, a specialist in digital aftersales solutions.
The survey found that 30% of car owners would like the option to drop off or collect keys outside the dealer’s normal opening hours (i.e., before 8.30am and after 5.30pm, or at a weekend). The groups keenest on out-of-hours drop-off and collection are those aged between 18 and 24 (50%) and those in London (42%).
Just over a quarter of respondents (26%) want to complete more of the check in online, at a time that suits them, while 24% wished there was a way they could drop off or collect their keys without having to see a service advisor. If given the opportunity, 22% would prefer to share any issues with their vehicle online and in advance, rather than trying to explain it to a service advisor when dropping off their car.
More customers today are using digital aftersales solutions than ever before, with 1,908,730 customers in the UK and Ireland using Tjekvik technologies to check in their vehicles from home last year, a 13% increase over 2024. Meanwhile, 877,923 customers used Tjekvik’s in-showroom touchscreen kiosks to check in their vehicles in 2025, 11% more than the previous year.
Aftersales queues highlight additional customer expectations
When asked to think about the times when the service reception has been busy with other customers, 36% of respondents agreed with the statement: “I would like there to be other check-in options available for other customers so queues are shorter, and I can take my time with a service advisor.” That proportion increases among younger car owners, including 54% of those between 25 and 34, and 53% of those aged between 35 and 44.
Improved comfort was also found to be important, with 28% of those surveyed wanting additional seating so they can review and sign documents without feeling rushed.
Christian Mark, CEO & Co-founder at Tjekvik, said: “Digital solutions are continuing to play an increasingly important role for aftersales customers. Those that provide greater flexibility for check-in are clearly in a much stronger position to maximise customer satisfaction and retention.”