The motorcycle season hasn’t started yet, but the stationary specialist trade is well prepared for the upcoming increased demand. Bikers will not only find an extensive range here, but also advisors who will impress you with their know-how.
Pleasant result: In a current study by the German Institute for Service Quality on motorcycle accessory chains, the industry can distinguish itself with a good level of service. While three providers secured the quality rating “good”, the test winner even achieved a very good overall result.
In particular, the quality of advice proves to be a great strength of the motorcycle accessories specialists. The employees, who are often extremely friendly, actively approach those who are interested in the tests and give competent advice. The very high advisory competence is particularly evident in the fact that the information on various motorcycle-specific topics is almost without exception technically correct and in 80 percent of the cases also comprehensive. Individual advice is very often provided and the discussions are tailored to the needs of the customer.
There is only potential for improvement in some areas. For example, in almost a third of the tests, the employees do not point out enough possible product alternatives. The response to complaints is not entirely customer-oriented either.
Three of the four companies convince with a wide range of products and a diverse selection of clothing, helmets and motorcycle parts – one supplier is at least satisfactorily positioned in this area.
On the other hand, all motorcycle accessory specialists can score points with their branches: attractively designed premises, cleanliness and clearly presented goods characterize the picture. Markus Hamer, Managing Director of the German Institute for Service Quality, draws a positive test balance: “Professional and expert advice is a key factor with which motorcycle specialist shops can position themselves against the competition on the Internet. The industry is currently really well positioned here. “
With the quality rating “very good”, Polo emerged as the test winner from the study. The employees are very helpful and extremely friendly. In the consultations, the employees demonstrate their competence and provide information that is tailored to the needs of the customers. In addition, the range is the largest in comparison in terms of variety and scope.
Motorrad-Ecke is in second place with the quality rating “good”. The employees guide you through the consultations very confidently and answer customer questions comprehensively and correctly. In addition, they clearly show the advantages of the products on offer and react professionally to complaints.
Louis took third place (quality rating: “good”). The company convinces with very attractively designed branches with clearly presented goods. Louis also offers a wide range of additional services, for example an assembly/repair service at all locations and a very wide range.
(This article was first published on Tuesday, February 14, 2023.)
