Fixed Ops Journal - August 2020 - F6

FIXED OPS JOURNAL

SERVICE COUNTER
As coronavirus cases surge in several U.S. states, more customers are postponing work on their vehicles.
According to the latest Cox Automotive COVID-19 consumer and dealer impact studies, 26 percent of consumers
surveyed July 24-25 said they are delaying vehicle service or repair because of the pandemic. That was up from 23
percent just two weeks earlier but down from a high of 40 percent in early April. Of those delaying service,
39 percent in the latest survey said it was because they were driving less. Other highlights:

 Thumbs up for
progress tracking

Percentage of consumers who are likely
to choose one dealership over another
based on availability of P&D ........... 71

Percentage of consumers who would be more likely
to select a dealership that offers the ability to

Track progress of service/repair online ......... 60
Schedule visits onlne .................................. 58
Review and approve service/repair estimates
electronically .............................................. 58
Pay bill online before picking up vehicle ......... 49



 The skinny on
pickup and delivery
As the pandemic wears on, fewer
dealerships are making home visits.
Percentage of dealerships offering P&D
July 24 ......................................... 56
June 12 ....................................... 59
May 15 ........................................ 63
April 24 ........................................ 73

Percentage of non-dealership consumers
who would be more likely to use a
dealership if P&D were offered ........ 52


Consumer inclination to pay $20 for P&D,
in percent
Likely ............................................ 52
Not likely ........................................ 28
Neutral ........................................... 21
Source: Cox Automotive

A study by DriveSure found that 46% of surveyed consumers plan to buy
their next vehicle from the dealership servicing their current vehicle, while
45% were undecided, and 9% said they did not. Respondents' answers to
other questions:

What might cause you to go elsewhere for service?
Bad experience ..................... 53%
Lower price ........................... 46%
Needed service is minor ........ 32%
More convenient location ....... 24%
Referral or recommendation ... 20%

Which services do you prefer to get from a dealership rather
than someplace else?
Manufacturer-recommended maintenance ............. 77%
Electrical issues ................................................... 63%
Unknown issues (check-engine light) .......................63%
Oil changes .......................................................... 63%
Transmission (repair/replace) ................................ 57%

Which communication method do you prefer for
updates while your vehicle is being serviced?
Text ..................................... 60%
Phone call ............................ 22%
Email ................................... 15%
Mobile app ............................. 2%
Mail ....................................... 1%

 Driving loyalty

PAGE 6

AUGUST 2020

Fixed Ops Journal - August 2020

Table of Contents for the Digital Edition of Fixed Ops Journal - August 2020