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Consumers desire more automated automobiles, study reveals

Cisco Systems this week announced results of the Cisco Customer Experience Report focused on the automobile buying and driving experience.


May 16, 2013  


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Cisco Systems this week announced results of the Cisco Customer Experience Report focused on the automobile buying and driving experience.

Consumers demonstrated in the survey how information and technology are crucial throughout the car experience. From the car purchasing experiences to service maintenance, consumers are using more advanced communication technologies (such as mobile, text, telephone, Web sites and embedded communications devices) to engage with manufacturers and car dealerships.

Results show roughly half (47%) of global consumers value the brand’s reputation for adopting technology when purchasing a vehicle.

Globally, consumers are eager to see more transportation changes in customization, safety, time, and cost savings.

The survey found that:

* Most consumers begin their car purchasing process online: 83% of global consumers prefer to research online for information on a car, versus only 17% of consumers that prefer to call or go to a dealership.

* Consumers desire a more automated way to track car maintenance costs

* Gas-price tracking was the highest priority, compared to 46% of consumers wanting to track insurance prices, 35% wanting to track roadside assistance availability, and 32% wanted to track recall information

* Consumers are willing to trade personal information for customization, security and savings

* Upwards of 60% of those surveyed would provide biometric information such as fingerprints and DNA samples in return for personalized security or car security.