1. Welcome to Elio Owners! Join today, registration is easy!

    You can register using your Google, Facebook, or Twitter account, just click here.
  2. Hate the new look? Click Here to learn how to go back to the old one!

2018 Tesla Customer Survey Article

Discussion in 'General Discussion' started by TexasTesla, Mar 11, 2019.

  1. TexasTesla

    TexasTesla Elio Addict

    Messages:
    174
    Likes Received:
    120
    Joined:
    Jan 25, 2019
    Location:
    Houston
    Here’s the most recent Tesla owner’s customer survey information...

    “Tesla's biggest problem is its customer service, according to a new Bernstein survey”

    The annual survey of Tesla owners saw a higher percentage of respondents than last year say they "love" their Teslas.

    The results suggest a wide addressable market for Tesla outside the luxury segment.

    But customers report needing more service visits and a smaller percentage of customers describe the service experience as "excellent."

    Tesla owners still love their vehicles, and the electric automaker still beats out competitors, according to a new survey by research firm Bernstein. But the company's Achilles' heel is its customer service.

    The annual survey, which questioned 2018 Tesla owners, saw a higher percentage of respondents than its last survey — 87 percent versus 2017's 85 percent — say they "love" their Teslas. More than two-thirds of Model 3 owners said they bought their Tesla to replace a "mainstream" car, suggesting a wide addressable market for Tesla outside the luxury segment.

    But, "Tesla's service and customer experience remains a relative weak spot, with little improvement in most areas and deterioration in several metrics versus our survey results from 2017," Bernstein's Toni Sacconaghi wrote in a note to clients published Monday.

    Customers report needing more service visits, and a smaller percentage of customers describe the service experience as "excellent," according to the survey:

    Only 42% of customers described their service center experience as "excellent," vs. 57% last time. Wait times for appointments have grown longer. Similar to our last survey, the service experience was especially weak outside the U.S. Perhaps most concerningly, recent service center users (those that had visited a center in the last 3 months) were less satisfied with their experience, experienced longer wait times for appointments, and had poorer rates of problem resolution — pointing to ongoing strain (and potential underinvestment?) in Tesla's service network.

    Responses to Tesla's mobile service, where the company sends a technician to an owner's location, were more positive, with 70 percent of respondents rating the experience as "excellent."
     
  2. W. WIllie

    W. WIllie Elio Addict

    Messages:
    1,472
    Likes Received:
    1,782
    Joined:
    Nov 16, 2014
    Location:
    Campo Ca.
    Reservation #:
    10,840
    How come people across the pond get the quick chargers first?

     
  3. RSchneider

    RSchneider Elio Addict

    Messages:
    1,474
    Likes Received:
    1,148
    Joined:
    Jan 6, 2017
    Location:
    Hellertown, PA
    What I see is this. We have to remember that when they say "Europe" it doesn't mean 100% of it. It's certain parts of certain countries. Second thing is the acceptance of new technology. Germany and the Nordic countries are high on this list. So they will accept it and allow it to be implemented quicker than others. In the US we are low on the list as we are resistant to new technology (especially efficiency). It's just the way it is. So, I can see why they would get better chargers because that market is something that Tesla better get right. The German invasion is coming soon for EV's and Tesla will have to deal with that as the 800lb Gorilla (VAG) is going at EV's big time.
     
  4. W. WIllie

    W. WIllie Elio Addict

    Messages:
    1,472
    Likes Received:
    1,782
    Joined:
    Nov 16, 2014
    Location:
    Campo Ca.
    Reservation #:
    10,840
    Last edited: Mar 11, 2019
  5. RSchneider

    RSchneider Elio Addict

    Messages:
    1,474
    Likes Received:
    1,148
    Joined:
    Jan 6, 2017
    Location:
    Hellertown, PA
    VW is part of VAG. So that encompasses a number of companies. They are huge and the US market is actually not very big for them. So, what happened in the US was peanuts. In Europe they got punished but not close to what we did for a total of 400K cars sold between 2009 and 2015. In the US we hammered them as to let the other know, "Don't do this!"

    As for why VW is building EV's in the US soon and going to invest in electrifying the US, that what we wanted here in the US. So you got what you wanted.

    Also the #1 car sold in Europe is the VW Golf. They sold 445K of them last year. In the US VW sold a total of 339K cars and 68K were Golfs.

    Here's what VAG consists of:
    https://www.volkswagenag.com/en/brands-and-models.html
     
    TexasTesla likes this.
  6. TexasTesla

    TexasTesla Elio Addict

    Messages:
    174
    Likes Received:
    120
    Joined:
    Jan 25, 2019
    Location:
    Houston
    VW is a part of an amazing group of automobile brands!

    Very deep pockets!

    68B7A11C-6F68-4B2E-8F26-65736E0A955C.jpeg
     

Share This Page