Fixed Ops Journal - December 2020 - F19
FIXED OPS JOURNAL
FEEDBACK
Phone it in: Text updates,
digital scheduling rank high
D
ealership service customers were asked which digital service or mobile app - such as receiving repair work photos or videos via text or
the ability to pay a bill online - they value most. Two options were
the clear preferences for those polled in November by DealerRater:
the ability to schedule a service appointment online or via a mobile phone and
receiving text updates from an adviser.
Mass-market and luxury consumers had different opinions. Nearly half of
mass-market vehicle owners said appointment convenience was their top
choice, while slightly more than 4 in 10 in the luxury market gave top honors to
text message updates.
The two groups agreed that using a phone to check in for an appointment, getting photos or videos of the repair work and paying by phone were not particularly important to them.
These digital solutions have become more important for dealership service departments as the coronavirus pandemic has changed the way they communicate
with customers. The desire for fewer face-to-face interactions ushered in ways for
customers to communicate contact-free with service advisers. These convenient
tools likely will remain a fixture in the service lane even once the pandemic is
over.
At your fingertips
Q: Of the digital services that service departments
implemented or accelerated during the COVID-19
pandemic, which one do you value the most?
Ability to schedule service
appointments online or
from mobile phone
Receiving text updates
from service adviser
Ability to check in and
drop off vehicle using
mobile phone
Receiving photos and
videos, via text, of
walkaround inspection
and repair work
Ability to pay bill
using mobile phone
ALL
CUSTOMERS
MASSMARKET
46%
48%
38%
35%
34%
41%
7%
7%
7%
7%
6%
9%
5%
5%
5%
LUXURY
Source: DealerRater survey conducted Nov. 3-12 of 10,885 consumers who visit
new-vehicle dealerships
Turbocharge Revenue and
Real Returns from your System
Looking to save time, save money
and MAKE money? At Quorum we
provide real, tangible returns and
drive revenue to your dealership.
After all, Q Drives Revenue is not
something we say, it's what we do.
Sales@QuorumDMS.com | 877.770.0036 x267 | QuorumDMS.com
DECEMBER 2020
PAGE 19
http://www.QuorumDMS.com
Fixed Ops Journal - December 2020
Table of Contents for the Digital Edition of Fixed Ops Journal - December 2020
Contents
Fixed Ops Journal - December 2020 - Intro
Fixed Ops Journal - December 2020 - F1
Fixed Ops Journal - December 2020 - F2
Fixed Ops Journal - December 2020 - Contents
Fixed Ops Journal - December 2020 - F4
Fixed Ops Journal - December 2020 - F5
Fixed Ops Journal - December 2020 - F6
Fixed Ops Journal - December 2020 - F7
Fixed Ops Journal - December 2020 - F8
Fixed Ops Journal - December 2020 - F9
Fixed Ops Journal - December 2020 - F10
Fixed Ops Journal - December 2020 - F11
Fixed Ops Journal - December 2020 - F12
Fixed Ops Journal - December 2020 - F13
Fixed Ops Journal - December 2020 - F14
Fixed Ops Journal - December 2020 - F15
Fixed Ops Journal - December 2020 - F16
Fixed Ops Journal - December 2020 - F17
Fixed Ops Journal - December 2020 - F18
Fixed Ops Journal - December 2020 - F19
Fixed Ops Journal - December 2020 - F20
Fixed Ops Journal - December 2020 - F21
Fixed Ops Journal - December 2020 - F22
Fixed Ops Journal - December 2020 - F23
Fixed Ops Journal - December 2020 - F24
Fixed Ops Journal - December 2020 - F25
Fixed Ops Journal - December 2020 - F26
Fixed Ops Journal - December 2020 - F27
Fixed Ops Journal - December 2020 - F28
https://www.nxtbook.com/nxtbooks/crain/fixedops_202212
https://www.nxtbook.com/nxtbooks/crain/fixedops_202210
https://www.nxtbook.com/nxtbooks/crain/fixedops_202208
https://www.nxtbook.com/nxtbooks/crain/fixedops_202206
https://www.nxtbook.com/nxtbooks/crain/fixedops_202204
https://www.nxtbook.com/nxtbooks/crain/fixedops_202202
https://www.nxtbook.com/nxtbooks/crain/fixedops_202112
https://www.nxtbook.com/nxtbooks/crain/fixedops_202110
https://www.nxtbook.com/nxtbooks/crain/fixedops_202108
https://www.nxtbook.com/nxtbooks/crain/fixedops_202106
https://www.nxtbook.com/nxtbooks/crain/fixedops_202104
https://www.nxtbook.com/nxtbooks/crain/fixedops_202102
https://www.nxtbook.com/nxtbooks/crain/fixedops_202012
https://www.nxtbook.com/nxtbooks/crain/fixedops_202010
https://www.nxtbook.com/nxtbooks/crain/fixedops_202008
https://www.nxtbook.com/nxtbooks/crain/fixedops_202006
https://www.nxtbook.com/nxtbooks/crain/fixedops_202004
https://www.nxtbook.com/nxtbooks/crain/fixedops_202002
https://www.nxtbook.com/nxtbooks/crain/fixedops_201912
https://www.nxtbook.com/nxtbooks/crain/fixedops_201910
https://www.nxtbook.com/nxtbooks/crain/fixedops_201908
https://www.nxtbook.com/nxtbooks/crain/fixedops_201906
https://www.nxtbook.com/nxtbooks/crain/fixedops_201904
https://www.nxtbook.com/nxtbooks/crain/fixedops_201902
https://www.nxtbook.com/nxtbooks/crain/fixedops_201812
https://www.nxtbook.com/nxtbooks/crain/fixedops_201810
https://www.nxtbook.com/nxtbooks/crain/fixedops_201808
https://www.nxtbook.com/nxtbooks/crain/fixedops_201806
https://www.nxtbook.com/nxtbooks/crain/fixedops_201804
https://www.nxtbook.com/nxtbooks/crain/fixedops_201802
https://www.nxtbook.com/nxtbooks/crain/fixedops_201712
https://www.nxtbook.com/nxtbooks/crain/fixedops_201709
https://www.nxtbook.com/nxtbooks/crain/fixedops_201706
https://www.nxtbook.com/nxtbooks/crain/fixedops_201704
https://www.nxtbook.com/nxtbooks/crain/fixedops_201702
https://www.nxtbook.com/nxtbooks/crain/fixedops_201611
https://www.nxtbook.com/nxtbooks/crain/fixedops_201608
https://www.nxtbook.com/nxtbooks/crain/fixedops_201605
https://www.nxtbook.com/nxtbooks/crain/fixedops_201602
https://www.nxtbook.com/nxtbooks/crain/fixedops_201708
https://www.nxtbookmedia.com