Automotive News Canada - December 2020 - v2 - F19
FIXED OPS JOURNAL
FEEDBACK
Phone it in: Text updates,
digital scheduling rank high
D
ealership service customers were asked which digital service or mobile app - such as receiving repair work photos or videos via text or
the ability to pay a bill online - they value most. Two options were
the clear preferences for those polled in November by DealerRater:
the ability to schedule a service appointment online or via a mobile phone and
receiving text updates from an adviser.
Mass-market and luxury consumers had different opinions. Nearly half of
mass-market vehicle owners said appointment convenience was their top
choice, while slightly more than 4 in 10 in the luxury market gave top honors to
text message updates.
The two groups agreed that using a phone to check in for an appointment, getting photos or videos of the repair work and paying by phone were not particularly important to them.
These digital solutions have become more important for dealership service departments as the coronavirus pandemic has changed the way they communicate
with customers. The desire for fewer face-to-face interactions ushered in ways for
customers to communicate contact-free with service advisers. These convenient
tools likely will remain a fixture in the service lane even once the pandemic is
over.
At your fingertips
Q: Of the digital services that service departments
implemented or accelerated during the COVID-19
pandemic, which one do you value the most?
Ability to schedule service
appointments online or
from mobile phone
Receiving text updates
from service adviser
Ability to check in and
drop off vehicle using
mobile phone
Receiving photos and
videos, via text, of
walkaround inspection
and repair work
Ability to pay bill
using mobile phone
ALL
CUSTOMERS
MASSMARKET
46%
48%
38%
35%
34%
41%
7%
7%
7%
7%
6%
9%
5%
5%
5%
LUXURY
Source: DealerRater survey conducted Nov. 3-12 of 10,885 consumers who visit
new-vehicle dealerships
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Sales@QuorumDMS.com | 877.770.0036 x267 | QuorumDMS.com
DECEMBER 2020
PAGE 19
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Automotive News Canada - December 2020 - v2
Table of Contents for the Digital Edition of Automotive News Canada - December 2020 - v2
Automotive News Canada - December 2020 - v2 - Intro
Automotive News Canada - December 2020 - v2 - 1
Automotive News Canada - December 2020 - v2 - 2
Automotive News Canada - December 2020 - v2 - 3
Automotive News Canada - December 2020 - v2 - 4
Automotive News Canada - December 2020 - v2 - 5
Automotive News Canada - December 2020 - v2 - 6
Automotive News Canada - December 2020 - v2 - 7
Automotive News Canada - December 2020 - v2 - 8
Automotive News Canada - December 2020 - v2 - 9
Automotive News Canada - December 2020 - v2 - 10
Automotive News Canada - December 2020 - v2 - 11
Automotive News Canada - December 2020 - v2 - 12
Automotive News Canada - December 2020 - v2 - 13
Automotive News Canada - December 2020 - v2 - 14
Automotive News Canada - December 2020 - v2 - 15
Automotive News Canada - December 2020 - v2 - 16
Automotive News Canada - December 2020 - v2 - 17
Automotive News Canada - December 2020 - v2 - 18
Automotive News Canada - December 2020 - v2 - 19
Automotive News Canada - December 2020 - v2 - 20
Automotive News Canada - December 2020 - v2 - 21
Automotive News Canada - December 2020 - v2 - 22
Automotive News Canada - December 2020 - v2 - 23
Automotive News Canada - December 2020 - v2 - 24
Automotive News Canada - December 2020 - v2 - 25
Automotive News Canada - December 2020 - v2 - 26
Automotive News Canada - December 2020 - v2 - 27
Automotive News Canada - December 2020 - v2 - 28
Automotive News Canada - December 2020 - v2 - 29
Automotive News Canada - December 2020 - v2 - 30
Automotive News Canada - December 2020 - v2 - 31
Automotive News Canada - December 2020 - v2 - 32
Automotive News Canada - December 2020 - v2 - F1
Automotive News Canada - December 2020 - v2 - F2
Automotive News Canada - December 2020 - v2 - F3
Automotive News Canada - December 2020 - v2 - F4
Automotive News Canada - December 2020 - v2 - F5
Automotive News Canada - December 2020 - v2 - F6
Automotive News Canada - December 2020 - v2 - F7
Automotive News Canada - December 2020 - v2 - F8
Automotive News Canada - December 2020 - v2 - F9
Automotive News Canada - December 2020 - v2 - F10
Automotive News Canada - December 2020 - v2 - F11
Automotive News Canada - December 2020 - v2 - F12
Automotive News Canada - December 2020 - v2 - F13
Automotive News Canada - December 2020 - v2 - F14
Automotive News Canada - December 2020 - v2 - F15
Automotive News Canada - December 2020 - v2 - F16
Automotive News Canada - December 2020 - v2 - F17
Automotive News Canada - December 2020 - v2 - F18
Automotive News Canada - December 2020 - v2 - F19
Automotive News Canada - December 2020 - v2 - F20
Automotive News Canada - December 2020 - v2 - F21
Automotive News Canada - December 2020 - v2 - F22
Automotive News Canada - December 2020 - v2 - F23
Automotive News Canada - December 2020 - v2 - F24
Automotive News Canada - December 2020 - v2 - F25
Automotive News Canada - December 2020 - v2 - F26
Automotive News Canada - December 2020 - v2 - F27
Automotive News Canada - December 2020 - v2 - F28
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