SERVICE COUNTER Total parts and service sales in U.S. dealerships reached $120.73 billion last year, up 3.6% from 2018, thanks to 311.6 million repair orders. Here are some other fixed ops figures for 2019 from the annual NADA Data financial profile. Parts and labor Shop portrait Dealerships' parts sales, in $ billions Wholesale ........................$19.6 Customer mechanical .......$18.6 Warranty ..........................$12.9 Internal .............................$6.4 Customer body ..................$3.8 Counter .............................$3.2 Other ................................$7.1 Total ...............................$71.7 Dealerships' service labor sales, in $ billions Customer mechanical .......$20.9 Warranty ..........................$10.8 Internal .............................$8.8 Customer body ...................$4.2 Sublet ...............................$3.9 Other ................................$4.7 Total ...............................$53.2 Counting the fixes Repair orders by type, in millions Customer mechanical ..........123 Warranty claim ...................68.6 Internal .............................53.3 Express service ..................43.5 PAGE 6 JUNE 2020 Average dealership parts and service performance Sales ............................................................................$7.2 million Net profit as a percentage of sales ..........................................16.9% Gross profit as percentage of sales .........................................46.3% Number of repair orders written .............................................18,676 Sales per customer repair order ...............................................$312 Sales per warranty repair order .................................................$344 Number of technicians (including body shop) .................................16 Customer mechanical labor rate ...............................................$124 Total parts inventory ........................................................$440,073 A decline in delays Express plateau The growth in express service operations has leveled off. Percentage of dealerships with the feature: 2012 .......................35.2% 2013 .......................36.5% 2014 ..........................40% 2015 .......................42.3% 2016 .......................43.3% 2017 .......................50.1% 2018 .......................49.8% 2019 .......................50.4% The number of consumers who say they are delaying getting their vehicle serviced or repaired because of concerns about the coronavirus continued to fall from a high of 40% in early April, according to the latest Cox Automotive COVID-19 Consumer Impact Study. Of those consumers surveyed May 15-16, only 28% said they were delaying service - a drop of 4 percentage points from 2 weeks earlier. Here's the percentage of respondents who said specific steps by a dealership would make them more comfortable with an appointment: Vehicle being sanitized and disinfected .................................64% Curbside drop-off/pickup at the dealership ............................45 At-home pickup/delivery for manufacturer recalls ...................38 Special service hours for older/vulnerable customers ............32 Technician sends before/after photos of work ...................... 28 Technician completes work at customer's home ..................27