Fixed Ops Journal - August 2019 - F37
FIXED OPS JOURNAL
FEEDBACK
Survey: 3 out of 4 vehicle
owners prefer dealership service
R
etention of service customers is
a key measure of a dealership's
fixed ops performance. Three
out of 4 vehicle owners generally prefer getting maintenance and repairs for their cars and trucks at franchised dealerships rather than alternative service providers, a new survey suggests.
From July 8 through 15, DealerRater
polled for Fixed Ops Journal more than
16,000 consumers who had visited a
franchised dealership recently. Of those
respondents, 75 percent said that they
mostly go to a new-car dealership for
service on their vehicles; the rest said
they go somewhere else.
Owners of luxury-brand vehicles were
especially likely to opt for dealership ser-
vice - 81 percent of those respondents
said they usually choose a dealership instead of an aftermarket competitor, such
as an independent garage, a quick-lube
outlet or a tire store.
The survey sample includes owners
whose vehicles were still covered by a
manufacturer's warranty. Getting an
owner to return to the dealership after
the factory warranty expires is a particular challenge.
A 2018 study by Cox Automotive concluded that just 3 of 10 dealership service
visits are for out-of-warranty vehicles.
Consumers surveyed by Cox expressed
concerns such as cost, distance and fear
of overcharging as reasons not to stick
with the dealership after a warranty ends.
- David Kushma
Welcome back
you take your vehicle in for service, do
Q: When
you mostly go to a new-car dealership or
somewhere else?
ALL
MASS-MARKET BRAND LUXURY-BRAND
CUSTOMERS
CUSTOMERS
CUSTOMERS
Dealership
75%
Somewhere else 25%
74%
26%
81%
19%
Source: DealerRater survey of 16,508 consumers who recently
visited a new-vehicle dealership, conducted July 8-15, 2019
THIS IS JEN.
She doesn't know it, but the dealership notification she just received
was generated by Dealer-FX's Digital MPI app.
She's able to check her vehicle's multi-point inspection results,
instantly review photos and service details to approve repairs,
and pay her invoice - all from her mobile device.
Jen is getting the digital experience she expects and appreciates
the ease in which she can communicate with her dealership.
Customers
approve
TWICE as
as much
much**
recommended work for dealers that use DMPI for technician
approvals vs. those who don't.
(*$ value of approved recommendations)
Give customers the digital experience they expect!
Contact us for more information:
Request a demo:
1-888-765-8841 | sales@dealer-fx.com
www.dealer-fx.com/ONEPlatform
AUGUST 2019
PAGE 37
http://www.dealer-fx.com/ONEPlatform
Fixed Ops Journal - August 2019
Table of Contents for the Digital Edition of Fixed Ops Journal - August 2019
Contents
Fixed Ops Journal - August 2019 - Intro
Fixed Ops Journal - August 2019 - F1
Fixed Ops Journal - August 2019 - F2
Fixed Ops Journal - August 2019 - Contents
Fixed Ops Journal - August 2019 - F4
Fixed Ops Journal - August 2019 - F5
Fixed Ops Journal - August 2019 - F6
Fixed Ops Journal - August 2019 - F7
Fixed Ops Journal - August 2019 - F8
Fixed Ops Journal - August 2019 - F9
Fixed Ops Journal - August 2019 - F10
Fixed Ops Journal - August 2019 - F11
Fixed Ops Journal - August 2019 - F12
Fixed Ops Journal - August 2019 - F13
Fixed Ops Journal - August 2019 - F14
Fixed Ops Journal - August 2019 - F15
Fixed Ops Journal - August 2019 - F16
Fixed Ops Journal - August 2019 - F17
Fixed Ops Journal - August 2019 - F18
Fixed Ops Journal - August 2019 - F19
Fixed Ops Journal - August 2019 - F20
Fixed Ops Journal - August 2019 - F21
Fixed Ops Journal - August 2019 - F22
Fixed Ops Journal - August 2019 - F23
Fixed Ops Journal - August 2019 - F24
Fixed Ops Journal - August 2019 - F25
Fixed Ops Journal - August 2019 - F26
Fixed Ops Journal - August 2019 - F27
Fixed Ops Journal - August 2019 - F28
Fixed Ops Journal - August 2019 - F29
Fixed Ops Journal - August 2019 - F30
Fixed Ops Journal - August 2019 - F31
Fixed Ops Journal - August 2019 - F32
Fixed Ops Journal - August 2019 - F33
Fixed Ops Journal - August 2019 - F34
Fixed Ops Journal - August 2019 - F35
Fixed Ops Journal - August 2019 - F36
Fixed Ops Journal - August 2019 - F37
Fixed Ops Journal - August 2019 - F38
Fixed Ops Journal - August 2019 - F39
Fixed Ops Journal - August 2019 - F40
Fixed Ops Journal - August 2019 - F41
Fixed Ops Journal - August 2019 - F42
Fixed Ops Journal - August 2019 - F43
Fixed Ops Journal - August 2019 - F44
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