Fixed Ops Journal - June 2021 - F6

FIXED OPS JOURNAL
SERVICE COUNTER
Carlisle & Co. polled 9,241 service managers at franchised dealerships from
Feb. 8 to March 5 for its 2021 Automotive Service Manager Survey. Here are some highlights.
Digital divide
Percentage of respondents who have digital tools/
technology for these functions:
Customer
convenience
Do you offer service
pickup and delivery?
 Yes .......................83%
 No ........................17%
Do you offer service
at a customer's
home or offi ce?
 Yes .......................6%*
 No ........................94%
*Up from 4% in 2020
If you offer service at a
customer's home or
offi ce, what is its share of
your total parts and
service revenue? ........4%
What do you expect that
percentage to be in
2 years? ...................12%
Appointment scheduling ...........................................89%
2-way texting ...........................................................68%
Electronic multipoint inspection ................................60%
Lane check-in (tablet/mobile) ...................................48%
Online bill paying .....................................................45%
Technician video ......................................................40%
Customer mobile check-in ........................................10%
Kiosk check-in ...........................................................2%
Don't have any of these tools .....................................5%
Plugged in
Percentage of respondents who said these statements refl ect their attitudes toward electric vehicles:
Excited about EV work - increased business opportunities ..............................42%
Don't look forward to EV work - concerns about repair order decline ................35%
Excited about EV work - increased staff career advancement opportunities ......31%
Don't care .....................................................................................................13%
Don't look forward to EV work - staff unwilling to work on the vehicles ...............9%
Planning ahead
What percentage of your customers are offered manufacturer-developed
prepaid maintenance programs on the service drive? ............................14%
What percentage of your customers are offered non-manufacturer-developed
prepaid maintenance programs on the service drive? .............................8%
On average, amount of parts and labor revenue made per prepaid
maintenance program beyond what is covered by the policy ...................$84
PAGE 6 JUNE 2021

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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