Key consumer research
Service
Wednesday October 18, 2017
When it comes to maintenance and repair services, dealerships are leaving money on the table. Despite being known for their knowledgeable and skilled technicians, dealers only capture 30% of service visits a year. Dealerships must more effectively “sell” their service department. Ultimately, a strong maintenance and repair customer service experience can lead to future sales and referral business.
$
B
spent on service
Consumers spend $99 billion on servicing their vehicles each year.1
%
service visits occur at dealership
30% of total service visits are conducted at the dealership.1
%
service department influences purchase decision
85% of customers said their experience with the service department influenced their likelihood to purchase another vehicle from that dealership.1
Check out the other Key Consumer Research insights to learn more.
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Tags
- 2016 Cox Automotive Maintenance & Repair Study
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