Tesla's biggest problem is its own customer service, according to a new Bernstein survey.
Tesla owners still love their vehicles, and the electric automaker still beats out competitors, according to a new survey by research firm Bernstein. But the company's Achilles' heel is its customer service.
But,"Tesla's service and customer experience remains a relative weak spot, with little improvement in most areas and deterioration in several metrics versus our survey results from 2017," Bernstein's Toni Sacconaghi wrote in a note to clients published Monday. Only 42% of customers described their service center experience as"excellent," vs. 57% last time. Wait times for appointments have grown longer. Similar to our last survey, the service experience was especially weak outside the U.S. Perhaps most concerningly, recent service center users were less satisfied with their experience, experienced longer wait times for appointments, and had poorer rates of problem resolution — pointing to ongoing strain in Tesla's service network.
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