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Market Insights Fixed Ops 2 min read

Key consumer research

Service

Wednesday October 18, 2017

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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.

spent on service
$ B

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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    Fixed Ops, Research, infographic
    1. 2016 Cox Automotive Maintenance & Repair Study

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