Tesla’s greatest drawback is customer support: new Bernstein survey
automotive, suggesting a large addressable marketplace for Tesla outdoors the luxurious phase.
However, “Tesla’s service and buyer expertise stays a relative weak spot, with little enchancment in most areas and deterioration in a number of metrics versus our survey outcomes from 2017,” Bernstein’s Toni Sacconaghi wrote in a be aware to purchasers printed Monday.
Clients report needing extra service visits, and a smaller proportion of consumers describe the service expertise as “wonderful,” in line with the survey:
Solely 42% of consumers described their service heart expertise as “wonderful,” vs. 57% final time. Wait instances for appointments have grown longer. Much like our final survey, the service expertise was particularly weak outdoors the U.S. Maybe most concerningly, latest service heart customers (people who had visited a middle within the final three months) had been much less happy with their expertise, skilled longer wait instances for appointments, and had poorer charges of drawback decision — pointing to ongoing pressure (and potential underinvestment?) in Tesla’s service community.
Responses to Tesla’s cellular service, the place the corporate sends a technician to an proprietor’s location, had been extra optimistic, with 70 % of respondents ranking the expertise as “wonderful.”
Bernstein charges Tesla inventory as market carry out and tasks a value goal of $325, representing a 14 % upside from present ranges.
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