New research into what today’s service customers value, what drives them away, and how dealerships can strengthen retention.
What keeps customers coming back to your dealership for service? And what makes them decide to go somewhere else?
To answer those questions, we surveyed 1,277 vehicle owners across the United States who rely on dealership service departments for at least some of their vehicle maintenance and repair needs.
While the fundamentals of service retention remain consistent — quality of work, price, and customer experience — the expectations surrounding them continue to evolve.
This year’s research reveals how factors like pricing pressure, communication preferences, mobile service, and value-added amenities are reshaping the service landscape.
Download the report to discover:
- What customers value most when choosing where to service their vehicle
- Why customers leave dealership service departments
- Which amenities and services customers value most
- How communication preferences are shifting
- Where dealerships are missing revenue opportunities