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Nigeria’s automotive industry has been urged to prioritise customer care and after-sales service as key competitive advantages, beyond vehicle prices, specifications and technology.
Industry observers say efficient maintenance, accessible spare parts, transparent warranty policies and timely repairs are essential to building consumer confidence and strengthening brand loyalty in the country’s automotive market.
Eniola Bamidele, a car enthusiast, said prospective buyers should obtain clear information about warranty coverage, scheduled servicing, genuine spare parts and procedures for resolving technical problems before purchasing a vehicle.
He urged dealers to invest in qualified technicians, effective service management systems and reliable parts supply to ensure customers receive the support promised during sales.
According to him, these measures could reduce ownership costs, improve vehicle reliability and encourage motorists to remain loyal to brands that deliver dependable services.
Bamidele added that customers should assess warranty conditions and servicing arrangements alongside purchase prices and vehicle features when making buying decisions.
He noted that warranties, roadside assistance and repair-time commitments would have limited value if customers encountered unnecessary delays or struggled to access service centres.
Some automotive businesses have introduced structured programmes to strengthen their after-sales offerings.
One example is Carloha’s CarlohaCare 6-6-7 programme, which combines a six-year warranty, six years of free servicing and a seven-day repair promise, subject to applicable terms and conditions. Its CarlohaCare Rescue service also extends customer assistance beyond the workshop.
However, industry observers stressed that the effectiveness of such initiatives depends on accessibility, transparent coverage terms and consistent delivery.
Meanwhile, automotive journalism has been identified as an important tool for improving accountability and helping consumers make informed decisions.
Frank Kintum, Managing Director and Chief Executive Officer of Transport Day, said independent reporting should examine how automotive businesses handle complaints, enforce warranties and manage repair turnaround times.
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