‘’SLSHOP Parts Store scores 93% customer satisfaction rate in recent poll.”
In June, we introduced you to our relaunched Parts Store: The world’s leading dedicated portal to search and browse for replacement components for SL models from the fifties to the noughties. The new site has been 12 months in the making, drawing on feedback from our long-term loyal ambassadors who have utilised our services to restore and maintain their vehicles. These are individuals from all corners of the globe who utilise us for all manner of works, whether it be to carry out an entire restoration or to simply change their oil & filter.
We’ve waited a long time to ask for your feedback on a mass scale and we’re delighted to say that owners around the world provided us with some truly inspiring information. This survey was designed to help us help you and as such, we can move forward step by step to make every stage of your SLSHOP experience seamless and enjoyable.
WHAT DID WE ASK YOU?
How satisfied are you with your SLSHOP Parts Experience?
When asked how satisfied owners were with their experience as a customer, owners responded frankly and honestly with an array of feedback, with 93% giving our service 7 stars out of 7. A fantastic result that we are extremely proud of.
How effectively did we communicate with you?
As an international business with a global community, staying in tune with your needs at every point of interaction can be challenging, particularly with time zones. Our telesales team spend day to day on the front line helping the community with technical enquiries and do their upmost to help owners locate the exact part they need. This team are made up of four individuals – Charlie, Stuart, Ray and Tom – they are all petrolheads but none are trained mechanics. Despite this, their in-depth knowledge of each Mercedes-Benz SL model is unrivalled – they know these cars and how to fit the majority of parts.
We’re delighted that 95% of you rated our communication as ‘effective’.
Did you receive your items in the outlined time period?
Shipping can always be a challenge, particularly when sending goods of large sizes and to countries far afield. We work with the best couriers to ensure that parts reach owners on time and in the condition expected. Our objective is to enable you to keep your project going without delays. As a restoration and service centre ourselves, we understand the problems caused by late deliveries which is why we work extremely hard to source and send your parts the same day.
93% of you said that you received your items in the time quoted. It’s not quite 100%, but we will get there.
How easy was it to find the part you were looking for?
Part numbers. Different formats. Different names in different languages. Missing parts on your car. Different models require different variations. All these things present challenges when finding the part needed for your car. We recognise these challenges and do our upmost to make it as clear as possible online, via email and on the phone.
Despite the challenges, owners gave 4.4 stars out of 5 when it comes to locating the correct part.
User Experience of Website:
We’ve all been there, about to purchase our products, but specific hurdles present themselves… email address requirements or telephone numbers. We’ve tried hard to limit the information you need to give to get your items dispatched. We’ve also worked hard to give you a website that is easy to navigate and use on your computer and your mobile phone.
Users rated their experience with 4.6 stars our of 5 on average.
We kept our powder dry before sending you all this survey. We understand that they’re not a ‘fun’ form to fill out, but your feedback helps us improve our services for you and the future generations of owners.
Over the coming 12 months we’ll be implement line drawings to help you locate your part more easily. This will prevent you having to call or email us to check compatability. We’ll also be implementing a live chat to allow us to get information to you more quickly.
This is just a snapshot of things we’re doing to improve your experience… so watch this space.
COMMENTS FROM THE COMMUNITY:
‘’ I have only dealt with your parts department who i find extremely knowledgeable and helpful.’’
‘’I have been restoring my 1972 350SL over the past four years. Finding parts for any restoration project is always a challenge but not with old SL’s thanks to the SL Shop. The range of parts is extensive and the service is just amazing. After ordering online many parts and spending thousands of dollars I have never had an issue with the description or quality of the part. The staff are always ready to offer advice or just chat via email with me. Postage to Australia is reasonable and the products always arrive in good condition. Thank you Paul and the rest of the team for making my project so enjoyable.’’
‘’ Would love to see SLShop have a presence in Australia. Melbourne had a 50th R107 meeting recently and 97 SL/SLC 107s turned up. There is a big market here and would love to experience the UK SLShop locally.’’
‘’ Would love to have you open an SL Shop in the U.S. There are many here!’’
HAVE SOME FEEDBACK FOR US?
Send us your thoughts via [email protected]