According to a new study, dealerships are leaving money on the table when it comes to maintenance and repair services. In fact, only 30% of total service visits occur at a dealership. The reasons why dealerships are not capturing more of this $99 billion market fall into five main categories:
1) Value Perception
2) Awareness
3) Customer Experience
4) Warranty/Service Contract Expiration
5) Location/Convenience
Find out what you can do to take better advantage of potentially lucrative service opportunities. Also check out Spectrum, the industry’s first cloud-based system that helps dealerships create an outstanding service and ownership experience designed to turn one-time customers into repeat buyers.
About the Study
For this study, an online consumer survey of 4,455 participants was conducted. In order to qualify for participation in the study, respondents had to have maintenance and/or repairs service performed on their vehicle by a third party at least once in the previous 12 months. Participants were required to be the primary decision maker for the vehicle regarding repair and maintenance. Data was weighted to ensure respondent demographic representation (based on census) and vehicle representation (based on new/used purchase and age of vehicle). An additional 517 survey completions were gathered using the MFour mobile panel in order to better understand automotive maintenance and repair services usage and perceptions among a heavy mobile population (these results were not weighted). MFour, a leader in mobile market research, uses a survey app that leverages mobile devices and their unique features to gain the most accurate data.
