FIXED OPS JOURNAL
SERVICE COUNTER
Our quarterly statistical snapshot of the fixed ops world
Top criteria given by consumers
for choosing a service provider
Total cost is reasonable
Vehicle is available when estimated
Vehicle fixed right the first time
Accurately informs me of total cost up front
Can get appointment quickly at convenient time
Has great reputation with others
Technicians are certified and highly qualified
Clearly explains what was done and why
73%
58%
55%
53%
51%
49%
46%
44%
Median job tenure
POSITION
NONLUXURY BRAND
Service manager
Parts manager
Service adviser/writer
Service technician
Parts consultant
General manager/operator
Sales manager
Sales consultant
6.5 years
11.8
2.1
3.8
5.3
8.6
3.9
1.4
LUXURY BRAND
7.7 years
12.8
3.5
4.2
7.3
10
4.2
2.1
Where the profits are
Service and Parts' share of
AutoNation's revenue, gross profit
REVENUE
2013
2014
2015
15%
15%
15%
GROSS PROFIT
40%
40%
41%
Source: Carlisle 2014 Technician/Service Advisor Survey; 2015 NADA Dealership
Workforce Study; Carlisle 2013 Automotive Technician Survey; AutoNation
PAGE 6
FEBRUARY 2016
30
33% 83%
Minutes per day
technicians spend
asking the service
adviser for clarification
Technicians' estimate of
the proportion of
customers to whom
service advisers provide
unrealistic waiting times
Service advisers' estimate
of the proportion of
customers to whom they
provide realistic waiting
times
20-25%
20-40%
-4.4%
4.4%
Percentage of their time technicians spend on
routine maintenance
Percentage of their time technicians spend on diagnostic work
Year-over-year
earnings decline for
service technicians
in 2014
Year-over-year
earnings increase
for service
advisers in 2014
Table of Contents for the Digital Edition of Fixed Ops Journal – February 2016