FIXED OPS JOURNAL SERVICE COUNTER As coronavirus cases surge in several U.S. states, more customers are postponing work on their vehicles. According to the latest Cox Automotive COVID-19 consumer and dealer impact studies, 26 percent of consumers surveyed July 24-25 said they are delaying vehicle service or repair because of the pandemic. That was up from 23 percent just two weeks earlier but down from a high of 40 percent in early April. Of those delaying service, 39 percent in the latest survey said it was because they were driving less. Other highlights: Thumbs up for progress tracking Percentage of consumers who are likely to choose one dealership over another based on availability of P&D ........... 71 Percentage of consumers who would be more likely to select a dealership that offers the ability to Track progress of service/repair online ......... 60 Schedule visits onlne .................................. 58 Review and approve service/repair estimates electronically .............................................. 58 Pay bill online before picking up vehicle ......... 49 The skinny on pickup and delivery As the pandemic wears on, fewer dealerships are making home visits. Percentage of dealerships offering P&D July 24 ......................................... 56 June 12 ....................................... 59 May 15 ........................................ 63 April 24 ........................................ 73 Percentage of non-dealership consumers who would be more likely to use a dealership if P&D were offered ........ 52 Consumer inclination to pay $20 for P&D, in percent Likely ............................................ 52 Not likely ........................................ 28 Neutral ........................................... 21 Source: Cox Automotive A study by DriveSure found that 46% of surveyed consumers plan to buy their next vehicle from the dealership servicing their current vehicle, while 45% were undecided, and 9% said they did not. Respondents' answers to other questions: What might cause you to go elsewhere for service? Bad experience ..................... 53% Lower price ........................... 46% Needed service is minor ........ 32% More convenient location ....... 24% Referral or recommendation ... 20% Which services do you prefer to get from a dealership rather than someplace else? Manufacturer-recommended maintenance ............. 77% Electrical issues ................................................... 63% Unknown issues (check-engine light) .......................63% Oil changes .......................................................... 63% Transmission (repair/replace) ................................ 57% Which communication method do you prefer for updates while your vehicle is being serviced? Text ..................................... 60% Phone call ............................ 22% Email ................................... 15% Mobile app ............................. 2% Mail ....................................... 1% Driving loyalty PAGE 6 AUGUST 2020