Fixed Ops Journal - June 2021 - F15
FIXED OPS JOURNAL
FEEDBACK
Service customers
want loaners, but
offers are lacking
C
onsumers, by a wide margin, want the
option of a free loaner vehicle from their
dealership
service
department while
their car or truck is being repaired. But fewer
than half of all customers were off ered one, according
to an April DealerRater survey conducted
for Fixed Ops Journal.
Slightly more than 8 in 10 of all respondents said
it was " somewhat important " or " very important "
they be off ered a free service loaner vehicle. For
luxury customers, it was about 9 out of 10.
But when asked whether a free loaner was offered
to them, 56 percent of those surveyed said
no. For mass-market customers, that number
was slightly higher, at 63 percent. But 69 percent
of luxury customers said a free loaner vehicle
was off ered by their dealership service department.
Free ride
Q: How important is it for a dealership service department to offer you a free loaner
vehicle while your vehicle is being repaired?
ALL CUSTOMERS
Very important
Somewhat important
Neutral
Not at all/not very important
65%
18%
12%
5%
MASS-MARKET
62%
19%
13%
6%
LUXURY
77%
14%
6%
2%
Note: Figures may not add to 100% because of rounding.
Source: DealerRater survey conducted April 20-26 of 15,911 consumers who visit new-vehicle dealerships
Q: Were you offered a free loaner vehicle the last time you brought your vehicle in for
service at a dealership?
Yes
No
ALL CUSTOMERS
44%
56%
MASS-MARKET
37%
63%
LUXURY
69%
31%
Source: DealerRater survey conducted April 20-26 of 11,891 consumers who visit new-vehicle dealerships
JUNE 2021 PAGE 15
http://rytecdoors.com
Fixed Ops Journal - June 2021
Table of Contents for the Digital Edition of Fixed Ops Journal - June 2021
Contents
Fixed Ops Journal - June 2021 - Intro
Fixed Ops Journal - June 2021 - F1
Fixed Ops Journal - June 2021 - F2
Fixed Ops Journal - June 2021 - Contents
Fixed Ops Journal - June 2021 - F4
Fixed Ops Journal - June 2021 - F5
Fixed Ops Journal - June 2021 - F6
Fixed Ops Journal - June 2021 - F7
Fixed Ops Journal - June 2021 - F8
Fixed Ops Journal - June 2021 - F9
Fixed Ops Journal - June 2021 - F10
Fixed Ops Journal - June 2021 - F11
Fixed Ops Journal - June 2021 - F12
Fixed Ops Journal - June 2021 - F13
Fixed Ops Journal - June 2021 - F14
Fixed Ops Journal - June 2021 - F15
Fixed Ops Journal - June 2021 - F16
Fixed Ops Journal - June 2021 - F17
Fixed Ops Journal - June 2021 - F18
Fixed Ops Journal - June 2021 - F19
Fixed Ops Journal - June 2021 - F20
Fixed Ops Journal - June 2021 - F21
Fixed Ops Journal - June 2021 - F22
Fixed Ops Journal - June 2021 - F23
Fixed Ops Journal - June 2021 - F24
Fixed Ops Journal - June 2021 - F25
Fixed Ops Journal - June 2021 - F26
Fixed Ops Journal - June 2021 - F27
Fixed Ops Journal - June 2021 - F28
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