FIXED OPS JOURNAL SERVICE COUNTER State of the service market The average number of miles driven by U.S. consumers per week is down 22 percent since before the coronavirus pandemic, from 107 miles to 83, according to Cox Automotive's 2021 Service Industry Study released in late September. The study also found that during the pandemic, 1 out of every 5 consumers has delayed taking their vehicle in for repairs or maintenance. Here are other study fi ndings. Visit drop Average number of dealership service visits per year 2018 2021 2.8 2.3* Top choice 2021 share of service visits* Dealerships: 34% General repair/service station: 26% Quick lube: 11% Tire store/repair chain: 11% Retail: 6% Other (specialist, body shop and mobile combined): 12% Familiarity reigns Top reasons consumers choose dealerships for service They know my vehicle (55%) Prior experience (46%) Location (41%) They know me (33%) Cost concerns Top reasons consumers don't return to dealerships Not a convenient location Total cost is not reasonable Dealership will overcharge Unreasonable labor charges Unreasonable parts charges Increasing unhappiness? Dealership perception of customer satisfaction IMPROVED SAME DECLINED 2018 2021* *Figures refl ect June 2020-June 2021 time frame. PAGE 6 OCTOBER 2021 71% 25% 55% 32% 4% 13% Woe, Canada A drop in service visits to dealerships in 2021 by owners of 4- to 12-yearold vehicles in Canada resulted in a decline of $1.8 billion in revenue, according to J.D. Power's 2021 Canada Customer Service Index. Other study highlights: Service visits to dealerships 2021 2020 11.1 million* 14.7 million Total share of overall service industry revenue by dealerships 2021 2020 Average cost of dealership repair order 2021 2020 56%* 60% $332* $375 *Study was fi elded April-June. Figures are estimates based on the prior 12 months.