Tennessee, US
Nissan has introduced the Second Delivery program to help owners manage new generation driving technologies such as ProPILOT Assist and Safety Shield 360. Admitting that it may take some time to familiarise with these features, particularly for first time Nissan owners, Second Delivery is designed to provide support personally to them.
As of February 2023, Second Delivery was introduced first for the Ariya. It is now being extended to cover the Rogue SL, Rogue Platinum, and LEAF by late 2024. It is a free service that is intended to enhance the usual delivery of vehicles by giving them a detailed briefing after a week or so to the owners of the car whether newly bought or leased.
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Here’s how it works: Owners may choose to have Second Delivery from designated dealers or through the MyNISSAN app if applicable or Nissan Owners Portal. A dedicated Tech Expert reschedules the meeting point to their comfort, whether it be at home, workplace, or another location of their preference to explain to the owner all about the functionalities of the vehicle. Earlier, members may have called to request setting up of specific features, seeking answers to specific queries, or simply being introduced to technologies that can make their driving experience even more enjoyable.
Missy N. , a satisfied Ariya owner from Colorado, shared her positive experience: To tell the truth, the easier I got used to all the options the car possessed, the more I felt the desire to turn it on.
As mentioned above, more than 5,000 Second Delivery appointments have been made, and each Tech Expert has undergone thorough training and, depending on a specific model, such as Ariya, Rogue or LEAF, it takes up to 900 hours of training. The majority of customers, at 93%, deemed Second Delivery tremendously valuable in getting a sense of the car’s capability, as quoted by Nissan’s vice president of eCommerce and Customer Experience, Dan Mohnke.
Mohnke emphasised the importance of personalised experiences in meeting customer expectations, especially for Ariya owners new to Nissan. "These types of experiences are extremely important for us to offer for our Ariya customers, who are largely new to the Nissan brand and interested in using all of the latest technology," he noted.
Philip Stahl, a recent Ariya Platinum+ e-4ORCE owner from Southern California, praised the program for its utility and convenience. "It was definitely useful in getting comfortable with the technology," he remarked. Stahl highlighted the Tech Expert's accessibility post-appointment, noting how easily he could reach out for further assistance.
The expansion of Second Delivery underscores Nissan's commitment to fostering long-term customer satisfaction and trust. "Second Delivery builds a sense of trust with the customer," Mohnke added. "It shows we’re not just about the purchase. You’re a customer for life." Nissan plans to broaden its reach across more models, supported by knowledgeable experts dedicated to enhancing the ownership experience.