FEATURE
batteries and motors, electric bikes are low volume for the business. The focus is on performance pedal power. Even factoring in the second-hand nature of the business, Matt says that customer expectations are of top-tier professionalism. The business has evolved with that in mind. Matt explains ‘Trustpilot is really key in reassuring customers and keeping them happy. So, when it goes wrong, we deal with it quickly. We have phones; it’s not just online communications. People can WhatsApp us. Negativity really carries in the second-hand space. We won’t use chatbots at all, as that too gives off a less trustworthy impression. Advanced technology is great, but in this space, direct customer service needs to be authentic.’ In view of a symptom of what’s driving more consumers to lap up second-hand offerings, which is arguably a cost-of- living crisis and instability that threatens yet more inflation on new goods, Cycle Exchange can sell its bikes with cycle to work schemes factored in, meaning that buyers can really drive down their access costs. Speaking on the economic backdrop, Matt says ‘To a
degree, this economy is aiding our transaction volumes, though there is not so much discounting versus last year. At a basic level, our service helps people with an upgrade.
50 | May 2026
Once a customer can afford to get into more expensive bike specs, they can go a spec level up for the same price they may pay for a new build. That gets many people over the line to purchase; then they gain a 100-point service, a one-year warranty and the same customer service as if they had bought new.” In raising its profile, few may have already noticed that Cycle Exchange already sponsored the Tour of Britain, and British Cycling is a partner too. “We’re putting ourselves at the heart of cycling
professionally in Britain, and putting our exchange program at the heart of cycling retail in the UK. We know cycling retail is a challenging environment as it is, and the exchange program is about providing an alternative payment method for bike shops to use to promote sales. This is a partnership that gives monetary value to shops, as opposed to the costs associated with other payment methods It will have a pair of physical retail locations of its own,
too, not to compete with other shops, they say, but to better aid national distribution. A second branch is due to open in the North of England this year. Data from these stores, if nothing else, serves as an indicator of activity in the region, concludes Matt.
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