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