400 stores allowing sign from home instead of sign-at-desk
Plus no more pages of endless 0-10 questions after sale
Volkswagen of America is working on helping buyers buy while staying out of the dealership and avoiding contact with other people as much as possible. Now they’ve got no-touch signatures and to go with the more modern experience are changing the way after-sales surveys are handled.
VW started working on the Sign Anywhere program a couple of years ago, the company says, but the rapidly changing conditions of the COVID-19 pandemic have helped light a fire under both VW and VW dealers to get things working. Along with VW Credit and CDK Global, the Sign Anywhere tool is one of the first car-buying digital signature tools in the country.
It lets customers sign documents digitally on their computer or mobile device from anywhere. Digital signatures aren’t new, but many jurisdictions still want a “wet” signature when it comes to car buying, requiring you to be there with paper, pen, and a finance person.
“Customers are asking for flexibility and looking for peace of mind especially during this time, and Sign Anywhere helps provide that,” said Anthony Bandmann, President and CEO of VW Credit, Inc. “Planning to implement this technology began two years ago but since this pandemic took hold, we’ve accelerated our plan to make this a permanent tool for our dealers.” The tool is now available at 400 VW USA dealers where the law allows.
VW is also modernising the post-sale survey. Instead of an endless list of questions with numerical rankings (where everything below a nine is basically a zero), VW is going open-ended. Customers often never complete the long, boring current surveys, VW says, so they have started a new online survey that lets customers describe their experience and has far fewer questions.
“We’re focusing more on getting a word-for-word experience from the customer,” VWoA Customer Experience boss Erin Buhrmaster said. “That gives everyone more insight, whether for addressing an issue or going back and praising people who deserve recognition. We stopped chasing a numerical score and started listening to what people had to say.”
They’re hoping the new system will be better for customers and provide more useful information for corporate and dealers.