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Key consumer research



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Car dealer mechanic

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

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  1. 2016 Cox Automotive Maintenance & Repair Study