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In June 2019, WUA asked 600 consumers to look for a Private Lease car on the websites of 19 leading car brands in the Dutch market. Volkswagen.nl takes the number 1 position for the first time. The large-scale benchmark study was conducted by WUA proactively. This means the study is available as a customized report to all car brands in this study.

>> Get free high level results in the Market Insights Update Private Lease Car Brands June 2019

About: CX Benchmark Study Private Lease Car Brands

The aim of this study is to measure customer experience: we gain insight into how car brands communicate their private lease offerings to consumers (private lease captives). Every consumer assesses 3 different websites with questions regarding Look & Feel, Offer, Brand, and Application Process. After the consumer has assessed the various car brand websites, WUA asks them on which website they would eventually prefer to take out a Private Lease contract. Based on all the customer reviews a winner is determined in the study; in this measurement the winner is Volkswagen.nl.

  • Digital Sales Score
    Study: Private Lease Car Brands
    Measurement: July 2019
    Country: Netherlands
  • Total Desktop Mobile
  • 1 Volkswagen.nl 66 64 68
  • 2 Peugeot.nl 63 62 63
  • 3 Toyota.nl 63 60 65
  • 4 Opel.nl 62 62 63
  • 5 Audi.nl 62 63 61
  • 6 Suzuki.nl 61 60 62
  • 7 Mercedes-Benz.nl 60 59 62
  • 8 Hyundai.nl 60 58 62
  • 9 Renault.nl 59 60 59
  • 10 SEAT.nl 59 62 56
  • 11 Volvocars.nl 59 56 61
  • 12 Skoda.nl 59 58 59
  • 13 BMW.nl 59 56 61
  • 14 Kia.com 57 57 58
  • 15 Citroen.nl 57 51 62
  • 16 Nissan.nl 56 53 59
  • 17 Ford.nl 56 58 53
  • 18 MINI.nl 55 57 52
  • 19 Fiat.nl 47 47 47
  • Show full list
  • Highest total score
  • Highest score on device

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Volkswagen.nl from number 3 to number 1

Volkswagen.nl has the highest score on customer experience and the highest conversion rate compared to all other websites in the study. Volkswagen.nl manages to overtake Peugeot.nl (number 2) and Toyota.nl (number 3). Volkswagen.nl knows how to convince the consumer in later stages of the digital customer journey. Volkswagen performs best on both Look & Feel and on Offer.

Notable risers in the study

Suzuki (position #6) and Audi (position #5) see the strongest growth compared to the research we did six months ago. Suzuki.nl manages to climb from 20th place to 6th place, with a completely new website. This website actually has the highest score of all car brands in this study when it comes to Offer.

The Digital CX-Score

The Digital CX-Score is a representation of the total experience on a website, and is based on questions on the themes Look & Feel, Offer, and Brand. Think of, for example, the clear and quick presentation of the offer on a website, and the trust people have in the company behind the website. The score consists of a weighted average of these parts, in which parts that have more impact on the final preference contribute a relatively higher weight to the average. For instance, our analyses show that the elements of Offer and Brand are more important in customers’ final preference than Look & Feel.

  • Digital CX-Score | Desktop
    Study: Private Lease Car Brands
    Measurement: June 2019
    Country: Netherlands
  • Score
  • 1 Audi.nl 67
  • 2 SEAT.nl 65
  • 3 Suzuki.nl 65
  • 4 Renault.nl 64
  • 5 Volkswagen.nl 64
  • 6 Opel.nl 63
  • 7 Toyota.nl 63
  • 8 Peugeot.nl 63
  • 9 Mercedes-Benz.nl 63
  • 10 MINI.nl 62
  • 11 Skoda.nl 61
  • 12 Volvocars.nl 61
  • 13 Ford.nl 61
  • 14 Hyundai.nl 60
  • 15 BMW.nl 60
  • 16 Kia.com 60
  • 17 Nissan.nl 58
  • 18 Citroen.nl 56
  • 19 Fiat.nl 55
  • Digital CX-Score | Smartphone
    Study: Private Lease Car Brands
    Measurement: June 2019
    Country: Netherlands
  • Score
  • 1 Volkswagen.nl 69
  • 2 Peugeot.nl 68
  • 3 Volvocars.nl 67
  • 4 Mercedes-Benz.nl 66
  • 5 Toyota.nl 66
  • 6 Audi.nl 66
  • 7 Hyundai.nl 65
  • 8 Citroen.nl 65
  • 9 Skoda.nl 64
  • 10 Opel.nl 64
  • 11 BMW.nl 64
  • 12 Suzuki.nl 64
  • 13 Renault.nl 63
  • 14 Nissan.nl 63
  • 15 Kia.com 62
  • 16 SEAT.nl 61
  • 17 Ford.nl 59
  • 18 MINI.nl 58
  • 19 Fiat.nl 55

Want to know more about this study?

For this study, a fully tailored advisory report is available for the following car brands: Volkswagen, Renault, Opel, Peugeot, Ford, Toyota, KIA, BMW, SKODA, Mercedes-Benz, Audi, Citroen, Hyundai, Volvo, Nissan, Fiat, Dacia, Seat, Mazda, Mini, Honda. Contact us for more information!