Fixed Ops Journal - June 2017 - 39
FIXED OPS JOURNAL
FEEDBACK
Can I schedule online? Will I?
T
wo of every five consumers have
no idea whether their dealership
offers online scheduling of service appointments, a new survey suggests.
Of those who do know, only about one-third
have scheduled service work online, while
nearly two-thirds have never used the option.
Those are among the results of a survey for
Fixed Ops Journal by DealerRater.com. The
survey, conducted in late May and early June,
had 73,439 respondents.
Awareness of whether a dealership offered
online scheduling varied sharply by brand.
Although 40 percent of all respondents said
they didn't know whether they could make an
appointment online, 49 percent of consumers
who responded to the survey after visiting a
Chrysler-Dodge-Jeep-Ram dealership said
they didn't know.
In contrast, only 31 percent of respondents
who had visited a Toyota store said they had
no idea about online scheduling.
Consumers who had been to an Audi, Mercedes-Benz or Nissan store also were fairly
well informed, with only one-third of those
brands' respondents saying they didn't know
whether online scheduling of service work
was possible.
Toyota dealerships also led in the percentage of consumers who knew about the service
and had used it: 40 percent.
Among respondents who had been to a
Chrysler-Dodge-Jeep-Ram dealership, only
27 percent said they had scheduled a service
appointment online, while an industry-lead-
Q
Scheduling online?
2%
"Does the dealership you just visited offer online
scheduling of service appointments?"
I don't know
Yes, but I've never used it
Yes, I've used it
No
20%
40%
38%
Excluding the "I don't know" respondents, here's how
dealerships stack up by brands in terms of online servicescheduling use. "No" responses are omitted; those ranged between 1% and 3%.
BRAND / "YES, I'VE USED IT" / "YES, BUT I'VE NEVER USED IT."
Toyota
Lexus
Nissan
BMW
Honda
Mazda
Volkswagen
40%
38%
38%
37%
37%
36%
35%
57%
59%
60%
62%
61%
61%
62%
Mercedes-Benz
Kia
Average
Ford
Chevrolet
Subaru
Chrysler-Dodge-Jeep-Ram
35%
35%
34%
31%
31%
30%
27%
62%
63%
64%
66%
67%
69%
70%
Source: DealerRater.com survey conducted May 25-June 5; 73,439 total respondents; listed brands all had at least 300
respondents
ing 70 percent knew that the dealership offered online scheduling but said they had
never used it.
This could represent opportunity. FCA US
dealerships may have the most to do to inform
their customers that they can set up a service
visit online, but they also have the most upside potential in getting consumers to use that
option.
- James B. Treece
JUNE 2017
PAGE 39
http://www.DealerRater.com
http://www.DealerRater.com
Table of Contents for the Digital Edition of Fixed Ops Journal - June 2017
Fixed Ops Journal - June 2017
Contents
Editor’s Letter
Service Counter
Legal Lane
Web threads
Chitty’s law
Port of call
Richard Truett
Featured film
Wisdom of age
Future techs
Intake, outgo
Feedback
NADA numbers
Top 50
Guest comment
Five Minutes With
Shop Talk
Fixed in Time
Fixed Ops Journal - June 2017 - Intro
Fixed Ops Journal - June 2017 - Fixed Ops Journal - June 2017
Fixed Ops Journal - June 2017 - Cover2
Fixed Ops Journal - June 2017 - Contents
Fixed Ops Journal - June 2017 - Editor’s Letter
Fixed Ops Journal - June 2017 - 5
Fixed Ops Journal - June 2017 - Service Counter
Fixed Ops Journal - June 2017 - 7
Fixed Ops Journal - June 2017 - Legal Lane
Fixed Ops Journal - June 2017 - 9
Fixed Ops Journal - June 2017 - 10
Fixed Ops Journal - June 2017 - 11
Fixed Ops Journal - June 2017 - Web threads
Fixed Ops Journal - June 2017 - 13
Fixed Ops Journal - June 2017 - 14
Fixed Ops Journal - June 2017 - 15
Fixed Ops Journal - June 2017 - 16
Fixed Ops Journal - June 2017 - 17
Fixed Ops Journal - June 2017 - Chitty’s law
Fixed Ops Journal - June 2017 - 19
Fixed Ops Journal - June 2017 - 20
Fixed Ops Journal - June 2017 - 21
Fixed Ops Journal - June 2017 - 22
Fixed Ops Journal - June 2017 - 23
Fixed Ops Journal - June 2017 - 24
Fixed Ops Journal - June 2017 - 25
Fixed Ops Journal - June 2017 - 26
Fixed Ops Journal - June 2017 - 27
Fixed Ops Journal - June 2017 - Port of call
Fixed Ops Journal - June 2017 - 29
Fixed Ops Journal - June 2017 - 30
Fixed Ops Journal - June 2017 - Richard Truett
Fixed Ops Journal - June 2017 - Featured film
Fixed Ops Journal - June 2017 - 33
Fixed Ops Journal - June 2017 - Wisdom of age
Fixed Ops Journal - June 2017 - 35
Fixed Ops Journal - June 2017 - Future techs
Fixed Ops Journal - June 2017 - 37
Fixed Ops Journal - June 2017 - Intake, outgo
Fixed Ops Journal - June 2017 - Feedback
Fixed Ops Journal - June 2017 - NADA numbers
Fixed Ops Journal - June 2017 - 41
Fixed Ops Journal - June 2017 - Top 50
Fixed Ops Journal - June 2017 - Guest comment
Fixed Ops Journal - June 2017 - Five Minutes With
Fixed Ops Journal - June 2017 - Shop Talk
Fixed Ops Journal - June 2017 - Fixed in Time
Fixed Ops Journal - June 2017 - Cover3
Fixed Ops Journal - June 2017 - Cover4
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