Fixed Ops Journal - February 2018 - 33

FEEDBACK
Happy customers, if they come

Q

uick-service lanes represent a distinct opportunity for dealerships, a consumer survey conducted by DealerRater for
Fixed Ops Journal suggests.
Consumers who use dealerships' quick-service lanes
give them high marks, but more than half of those surveyed had not
been through one in the last year.
Of the survey's 14,841 respondents, 55 percent said they had not
used a quick-service lane in the last 12 months. Another 3 percent
had, but not at the dealership they most recently visited.
Excluding those respondents, 88 percent of the others rated their
experience as "excellent." Another 7 percent rated it "good," with just 5
percent rating it "fair" or "poor."
By brand, Acura stood out. Just 47 percent of the 276 respondents
who had just visited an Acura dealership said they had not used quick
service in the last 12 months. Of those who had, 98 percent rated the
experience either "excellent" or "good."
Consider the potential for Ram. Of the truck brand's customers who
had used a quick-service lane, 97 percent rated it either "excellent" or
"good." The problem? Of the 207 Ram respondents, 61 percent had not
used a quick-service lane in the last 12 months.
- James B. Treece

Fast satisfaction

Q: If you used this dealership's quick-service lane for an oil
change, tire alignment or other work in the last 12 months, how
would you rate it?

 Did not use any quick-service
 Used it: Rated excellent/good
 Used it: Rated fair/poor

All brands
Acura
Audi
BMW
Buick-GMC
Chevrolet
Chrysler-Dodge
Ford
Honda
Hyundai

55%
47%
62%
54%
62%
58%
58%
53%
52%
58%

95% 5%
98% 2%
87% 13%
95% 5%
95% 5%
95% 5%
92% 8%
94% 6%
97% 3%
94% 6%

Jeep
Kia
Lexus
Mazda
Mercedes-Benz
Nissan
Ram
Subaru
Toyota
Volkswagen

59%
55%
52%
57%
51%
50%
61%
66%
50%
61%

94%
95%
95%
92%
95%
95%
97%
95%
97%
94%

6%
5%
5%
8%
5%
5%
3%
5%
3%
6%

Note: List includes brands with more than 200 respondents. Figures may not add to 100%
because of rounding.
Source: DealerRater survey conducted Jan. 10-18; 14,841 respondents

FEBRUARY 2018

PAGE 33



http://hireology.com/nada

Table of Contents for the Digital Edition of Fixed Ops Journal - February 2018

Fixed Ops Journal - February 2018
Contents
Editor’s Letter
Service Counter
Legal Lane
Jim Roche
Assembly line
Need for speed
Overcoming hurdles
Coupon clippers
Future market
Saab story
Feedback
Remote start
Richard Truett
Loaner management
Machine learning
Augmented reality
Letters
Shop Talk
Service benefit
Fixed in Time
Fixed Ops Journal - February 2018 - Intro
Fixed Ops Journal - February 2018 - Fixed Ops Journal - February 2018
Fixed Ops Journal - February 2018 - Cover2
Fixed Ops Journal - February 2018 - Contents
Fixed Ops Journal - February 2018 - Editor’s Letter
Fixed Ops Journal - February 2018 - 5
Fixed Ops Journal - February 2018 - Service Counter
Fixed Ops Journal - February 2018 - 7
Fixed Ops Journal - February 2018 - Legal Lane
Fixed Ops Journal - February 2018 - 9
Fixed Ops Journal - February 2018 - 10
Fixed Ops Journal - February 2018 - Jim Roche
Fixed Ops Journal - February 2018 - Assembly line
Fixed Ops Journal - February 2018 - 13
Fixed Ops Journal - February 2018 - 14
Fixed Ops Journal - February 2018 - 15
Fixed Ops Journal - February 2018 - 16
Fixed Ops Journal - February 2018 - 17
Fixed Ops Journal - February 2018 - 18
Fixed Ops Journal - February 2018 - 19
Fixed Ops Journal - February 2018 - 20
Fixed Ops Journal - February 2018 - 21
Fixed Ops Journal - February 2018 - Need for speed
Fixed Ops Journal - February 2018 - 23
Fixed Ops Journal - February 2018 - 24
Fixed Ops Journal - February 2018 - 25
Fixed Ops Journal - February 2018 - Overcoming hurdles
Fixed Ops Journal - February 2018 - 27
Fixed Ops Journal - February 2018 - Coupon clippers
Fixed Ops Journal - February 2018 - 29
Fixed Ops Journal - February 2018 - Future market
Fixed Ops Journal - February 2018 - 31
Fixed Ops Journal - February 2018 - Saab story
Fixed Ops Journal - February 2018 - Feedback
Fixed Ops Journal - February 2018 - Remote start
Fixed Ops Journal - February 2018 - Richard Truett
Fixed Ops Journal - February 2018 - Loaner management
Fixed Ops Journal - February 2018 - 37
Fixed Ops Journal - February 2018 - Machine learning
Fixed Ops Journal - February 2018 - 39
Fixed Ops Journal - February 2018 - Augmented reality
Fixed Ops Journal - February 2018 - 41
Fixed Ops Journal - February 2018 - Letters
Fixed Ops Journal - February 2018 - 43
Fixed Ops Journal - February 2018 - Shop Talk
Fixed Ops Journal - February 2018 - Service benefit
Fixed Ops Journal - February 2018 - Fixed in Time
Fixed Ops Journal - February 2018 - Cover3
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