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Key consumer research

Service

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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