FIXED OPS JOURNAL
SERVICE COUNTER
Our quarterly statistical snapshot of the fixed ops world
> Tell me what I need
Consumers rely on dealers or automakers to alert them to
needed service or recall work.
Survey question: "How do you keep track of manufacturer
suggested service information (e.g., recalls) throughout
the life of your vehicle?" (More than one answer allowed.)
RESPONSE
% OF RESPONDENTS
Do not track
Notified by dealer
Notified by manufacturer
Register or search online
32%
29%
27%
24%
> Sales to service;
service to sales
Customers who are introduced to the
service department at the time of
purchase are 2.3 times more likely to
go to the dealership they purchased
from when they need service than
those who weren't introduced.
41% - Survey respondents who were
introduced to service department at
time of purchase
53% - Respondents who said it came into play when
deciding where to have the vehicle repaired
Conversely, 85% of customers say their dealership service
experience influences their likelihood of purchasing another
vehicle from that dealership.
49% - Greatly influenced
36% - Somewhat influenced
15% - No influence
Source: Cox Automotive's Maintenance & Repair Study, conducted June 17-July 7,
2015; released March 2016; 4,455 online respondents plus 517 specifically from
mobile devices. Respondents had to have service work done on their vehicle at least
once in the previous 12 months.
SAM TROTTER
> Rising revenue
> Know the competition
Parts and service revenue grew at publicly traded
dealership groups in the first quarter.
The National Independent Automobile Dealers Association's annual membership
survey, released in July, shows a notable increase in service bays at used-only
stores.
How many service bays do you operate?
INCREASE FROM Q1 2015
Asbury
AutoNation
Group 1
8.8%
4.6%
7.3%
Lithia
Penske*
Sonic
Note: Data is on a same-store basis.
*Includes overseas operations; automotive retail only
Source: Companies
10%
3.7%
9.1%
NUMBER
0
1-2
3-5
6+
2014
2015
39.5%
28.5
21.1
10.9
36.5%
25.3
22.5
15.7
Source: NIADA Used Car Industry Report 2016
PAGE 6
AUGUST 2016
Table of Contents for the Digital Edition of Fixed Ops Journal - August 2016