Automotive News Canada - April 2020 - v2 - F16
FIXED OPS JOURNAL
FEEDBACK
Service customers prefer talking to
advisers, even as kiosk use grows
E
xpress-service kiosks are popping
up everywhere - from airport ticketing areas to car rental lanes to
even the local McDonald's. And
lately - with increasing frequency - at
new-vehicle dealerships (see story, Page 18).
Some of the industry's biggest players, from
auto manufacturers to top dealership groups,
are testing kiosk programs.
Kiosks give customers the convenience to
check in for a service appointment. Customers also can use a kiosk to arrange for repairs,
purchase items such as new wiper blades,
schedule a ride from a ride-hail service, pay
the repair bill and choose a convenient time
to pick up their vehicles.
In March, DealerRater polled for Fixed Ops
Journal more than 24,000 customers who visit
service lanes at new-car dealerships. The cus-
tomers were asked whether on their next visit
to the service department they would prefer
to speak to an adviser or skip the face-to-face
interaction and use a kiosk.
A staggering 97 percent responded they preferred to speak with a service adviser instead
of using a kiosk. The results were the same
among both mass-market and luxury-brand
customers.
Proponents of kiosks say the machines appeal to the increasingly busy consumer who
doesn't have time to wait in lines and has become accustomed to arranging business
transactions without the help of a service representative.
Opponents say nothing beats an attentive
service adviser who is able to troubleshoot a
vehicle's issue with the owner and provide
great personalized customer service.
A human or a machine?
Q: The next time you take your vehicle
to a new-car dealership for repairs or
maintenance, would you prefer to speak
with a service adviser or use a kiosk?
ALL
MASS-MARKET LUXE-BRAND
CUSTOMERS CUSTOMERS CUSTOMERS
Adviser
Kiosk
97%
3%
97%
3%
97%
3%
Source: DealerRater survey of 24,516 consumers who visit
new-car dealerships for service, conducted March 5-16
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PAGE 16
APRIL 2020
2/6/20 5:38 PM
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Automotive News Canada - April 2020 - v2
Table of Contents for the Digital Edition of Automotive News Canada - April 2020 - v2
Automotive News Canada - April 2020 - v2 - Intro
Automotive News Canada - April 2020 - v2 - 1
Automotive News Canada - April 2020 - v2 - 2
Automotive News Canada - April 2020 - v2 - 3
Automotive News Canada - April 2020 - v2 - 4
Automotive News Canada - April 2020 - v2 - 5
Automotive News Canada - April 2020 - v2 - 6
Automotive News Canada - April 2020 - v2 - 7
Automotive News Canada - April 2020 - v2 - 8
Automotive News Canada - April 2020 - v2 - 9
Automotive News Canada - April 2020 - v2 - 10
Automotive News Canada - April 2020 - v2 - 11
Automotive News Canada - April 2020 - v2 - 12
Automotive News Canada - April 2020 - v2 - I1
Automotive News Canada - April 2020 - v2 - I2
Automotive News Canada - April 2020 - v2 - 13
Automotive News Canada - April 2020 - v2 - 14
Automotive News Canada - April 2020 - v2 - 15
Automotive News Canada - April 2020 - v2 - 16
Automotive News Canada - April 2020 - v2 - 17
Automotive News Canada - April 2020 - v2 - 18
Automotive News Canada - April 2020 - v2 - 19
Automotive News Canada - April 2020 - v2 - 20
Automotive News Canada - April 2020 - v2 - 21
Automotive News Canada - April 2020 - v2 - 22
Automotive News Canada - April 2020 - v2 - 23
Automotive News Canada - April 2020 - v2 - 24
Automotive News Canada - April 2020 - v2 - F1
Automotive News Canada - April 2020 - v2 - F2
Automotive News Canada - April 2020 - v2 - F3
Automotive News Canada - April 2020 - v2 - F4
Automotive News Canada - April 2020 - v2 - F5
Automotive News Canada - April 2020 - v2 - F6
Automotive News Canada - April 2020 - v2 - F7
Automotive News Canada - April 2020 - v2 - F8
Automotive News Canada - April 2020 - v2 - F9
Automotive News Canada - April 2020 - v2 - F10
Automotive News Canada - April 2020 - v2 - F11
Automotive News Canada - April 2020 - v2 - F12
Automotive News Canada - April 2020 - v2 - F13
Automotive News Canada - April 2020 - v2 - F14
Automotive News Canada - April 2020 - v2 - F15
Automotive News Canada - April 2020 - v2 - F16
Automotive News Canada - April 2020 - v2 - F17
Automotive News Canada - April 2020 - v2 - F18
Automotive News Canada - April 2020 - v2 - F19
Automotive News Canada - April 2020 - v2 - F20
Automotive News Canada - April 2020 - v2 - F21
Automotive News Canada - April 2020 - v2 - F22
Automotive News Canada - April 2020 - v2 - F23
Automotive News Canada - April 2020 - v2 - F24
Automotive News Canada - April 2020 - v2 - F25
Automotive News Canada - April 2020 - v2 - F26
Automotive News Canada - April 2020 - v2 - F27
Automotive News Canada - April 2020 - v2 - F28
Automotive News Canada - April 2020 - v2 - S1
Automotive News Canada - April 2020 - v2 - S2
Automotive News Canada - April 2020 - v2 - S3
Automotive News Canada - April 2020 - v2 - S4
Automotive News Canada - April 2020 - v2 - S5
Automotive News Canada - April 2020 - v2 - S6
Automotive News Canada - April 2020 - v2 - S7
Automotive News Canada - April 2020 - v2 - S8
Automotive News Canada - April 2020 - v2 - S9
Automotive News Canada - April 2020 - v2 - S10
Automotive News Canada - April 2020 - v2 - S11
Automotive News Canada - April 2020 - v2 - S12
Automotive News Canada - April 2020 - v2 - S13
Automotive News Canada - April 2020 - v2 - S14
Automotive News Canada - April 2020 - v2 - S15
Automotive News Canada - April 2020 - v2 - S16
Automotive News Canada - April 2020 - v2 - S17
Automotive News Canada - April 2020 - v2 - S18
Automotive News Canada - April 2020 - v2 - S19
Automotive News Canada - April 2020 - v2 - S20
Automotive News Canada - April 2020 - v2 - S21
Automotive News Canada - April 2020 - v2 - S22
Automotive News Canada - April 2020 - v2 - S23
Automotive News Canada - April 2020 - v2 - S24
Automotive News Canada - April 2020 - v2 - S25
Automotive News Canada - April 2020 - v2 - S26
Automotive News Canada - April 2020 - v2 - S27
Automotive News Canada - April 2020 - v2 - S28
Automotive News Canada - April 2020 - v2 - S29
Automotive News Canada - April 2020 - v2 - S30
Automotive News Canada - April 2020 - v2 - S31
Automotive News Canada - April 2020 - v2 - S32
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