As the connected car ecosystem and technology become more sophisticated, consumer expectations evolve in parallel, creating a need to deliver higher-value user experiences, for both new and used vehicle owners.
We asked used car owners participating in the survey (which comprised about a quarter of the total respondents), whether they expected the auto manufacturer to contact them after their used vehicle regarding specific topics related to their vehicles.
Nearly everyone (92%), expected to be contacted about safety recall notices, with warranty coverage coming in second, selected by 80% of respondents. (Figure 6)
The features commanding the highest interest are safety and convenience services. Used car owners, however, expect more than that. Half of respondents said they definitely or somewhat expect their OEM to contact them about a connected services free trial, while an additional 33% said they do not expect but would appreciate the offer. That adds up to 83% of used connected car owners who could potentially become connected services clients but are untapped and, so far, ignored.
With over 60% of used vehicle sales taking place outside of an automaker’s network, it can be difficult to identify subsequent vehicle owners quickly and accurately. This information gap, or “blind spot”, in detecting those subsequent owners has been an industry challenge for decades. Blind spots can create potential issues for Automotive OEMs, such as not knowing when to deactivate the prior vehicle owner’s connected services and transfer them to the subsequent owner, along with other benefits inherent to the vehicle — and potentially losing the opportunity to start building a relationship with the subsequent vehicle owner.
*LexisNexis Risk Solutions Internal Proprietary Research 2022
Secondary Owner Intelligence Automakers need an enhanced data strategy, as well as to employ the right resources, to identify and engage subsequent vehicle owners. By bringing secondary owners back into their customer network quickly and accurately, OEMs can establish brand loyalty. LexisNexis Risk Solutions has successfully assisted automakers in having a more accurate and clearer line of sight into vehicle ownership changes which helps automakers unlock new customer engagement and retention opportunities with both new and used vehicle owners.
Unlock New Opportunities by Gaining Access to Subsequent Owners Subsequent vehicle owners benefit from gaining access and control of connected services, which allows them to realize the full potential of their car’s features. LexisNexis® Owner Check can identify ownership changes within a matter of weeks, with 96% of coverage.* Our solution offers a single, consolidated view with a more accurate, complete and comprehensive data associated with the vehicle owner, helping to ensure that automakers have more precise customer records in their database for ongoing engagement and retention opportunities.
Recall Outreach — Improving Vehicle Safety Through Enhanced Customer Intelligence 33% of consumers indicate that a recall on their vehicle would make them less likely to purchase that brand of vehicle in the future. Automakers need to access accurate and recent ownership changes, so they do not miss out on supporting existing customers and building new customer relationships. The sooner an automaker can reach a newly identified subsequent owner, the more likely that owner is to interact with the automaker. According to LexisNexis Risk Solutions Internal Research conducted in 2021, if an automaker can contact customers within 90 days of purchasing their vehicle, consumers are five times more likely to complete a recall. LexisNexis Risk Solutions can help automakers identify owners of hard-to-find vehicles for safety recalls faster and more efficiently through LexisNexis® Recall Clarity. We have helped automakers locate 96% of hard-to-find vehicles and append customer contact information on 99% of those vehicles.*
