Customer delivery spaces are increasingly becoming part and parcel of new automotive dealership layouts. Luxury brands started the trend around 15 years ago with the trend expanding among mass market brands. The genesis of customer delivery spaces dates to the late 1980s when Saturn designed them into their dealership layout. Although Saturn ultimately failed, its delivery space idea proved successful in boosting customer satisfaction. 

A customer delivery space is simply a room adjacent to the showroom that is set up like a garage for easy entry and exit. They are equipped with special lighting and seating so customers can inspect their new vehicle and have various features demonstrated in a relaxed setting. Some luxury dealerships have as many as three customer delivery spaces that can range from as small as 500 square feet to as large as 1,500 square feet (for more than one vehicle). 

Recent research we conducted on dealership design proved the benefits customer delivery spaces provide. Customers we spoke with love the feature as it provides a more refined and luxurious experience, especially when equipped with seating areas and provided with refreshments. Customers also stated that they could better inspect the exterior of the vehicle for flaws, given the proper lighting.

Dealers state that customer delivery spaces result in higher satisfaction levels and more interest in subscriptions to connected services because they provide a calmer delivery process where customers are more patient to learn features. Adjustable showcase lighting also provides a variety of lighting conditions mimicking anything from bright sunlight to total darkness that allows for a full demonstration. This can prove difficult and uncomfortable doing outside when vehicle interior temperature and lighting are essential in properly demonstrating the vehicle.Some dealerships have gone as far as conducting the entire transaction process within the space directly in front of the vehicle being purchased in a comfortable lounge area where the process is culminated on an iPad. Luxury dealerships are more apt to take this approach, which resembles the process of purchasing a garment at a luxury designer boutique like Chanel, Dior, or Hermes. Some luxury customers even prefer this to at-home delivery. 

Want to know more about how we can help you and your business? Check us out at iceology.com