Fixed Ops Journal - August 2020 - F17
FIXED OPS JOURNAL
FEEDBACK
App or adviser? Service
customers go either way
M
obile phones have
become so commonplace that it's
almost like they're
a permanent extension of our
arms.
Now, their functions extend to
the service drive: Mobile apps let
customers set appointments,
check in and even compile a list of
needed repair work, all without
customers ever speaking to a service adviser.
But do customers prefer this
mobile method?
In mid-July, Fixed Ops Journal
asked DealerRater to poll service
customers to see whether they
preferred to use their mobile
phone to make a service appointment, check in for that appointment and outline what maintenance and repairs were needed.
Four in 10 said they did not want
to use a mobile phone for those
tasks. About a quarter of respondents said they would prefer using
a mobile phone, while about onethird felt the question did not apply to them.
The survey results are not as lopsided as the question posed for the
April issue of Fixed Ops Journal
that asked customers whether
they preferred to check in using a
kiosk. An overwhelming 97 percent said they wanted to speak to a
service adviser instead.
Split decisions
Q: If you could, would you prefer to set a service
appointment, check in and outline what repairs and
maintenance are needed all from your mobile device
instead of talking with a service adviser?
YES
NO
NOT APPLICABLE
All customers
26%
40%
34%
Luxury
26%
41%
33%
Mass market
26%
40%
34%
Source: DealerRater survey of 14,469 U.S. consumers who visit new-vehicle
dealerships, conducted July 14-20
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INSPECTION
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QUOTING
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AUGUST 2020
PAGE 17
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Fixed Ops Journal - August 2020
Table of Contents for the Digital Edition of Fixed Ops Journal - August 2020
Contents
Fixed Ops Journal - August 2020 - FIntro
Fixed Ops Journal - August 2020 - F1
Fixed Ops Journal - August 2020 - F2
Fixed Ops Journal - August 2020 - Contents
Fixed Ops Journal - August 2020 - F4
Fixed Ops Journal - August 2020 - F5
Fixed Ops Journal - August 2020 - F6
Fixed Ops Journal - August 2020 - F7
Fixed Ops Journal - August 2020 - F8
Fixed Ops Journal - August 2020 - F9
Fixed Ops Journal - August 2020 - F10
Fixed Ops Journal - August 2020 - F11
Fixed Ops Journal - August 2020 - F12
Fixed Ops Journal - August 2020 - F13
Fixed Ops Journal - August 2020 - F14
Fixed Ops Journal - August 2020 - F15
Fixed Ops Journal - August 2020 - F16
Fixed Ops Journal - August 2020 - F17
Fixed Ops Journal - August 2020 - F18
Fixed Ops Journal - August 2020 - F19
Fixed Ops Journal - August 2020 - F20
Fixed Ops Journal - August 2020 - F21
Fixed Ops Journal - August 2020 - F22
Fixed Ops Journal - August 2020 - F23
Fixed Ops Journal - August 2020 - F24
Fixed Ops Journal - August 2020 - F25
Fixed Ops Journal - August 2020 - F26
Fixed Ops Journal - August 2020 - F27
Fixed Ops Journal - August 2020 - F28
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