Fixed Ops Journal - October 2021 - F6

FIXED OPS JOURNAL
SERVICE COUNTER
State of the service market
The average number of miles driven by U.S. consumers per week is down 22 percent since before the coronavirus pandemic,
from 107 miles to 83, according to Cox Automotive's 2021 Service Industry Study released in late September. The study also found that
during the pandemic, 1 out of every 5 consumers has delayed taking their vehicle in for repairs or maintenance. Here are other study fi ndings.
Visit drop
Average number of dealership service
visits per year
2018
2021
2.8
2.3*
Top choice
2021 share of service visits*
 Dealerships: 34%
 General repair/service station: 26%
 Quick lube: 11%
 Tire store/repair chain: 11%
 Retail: 6%
 Other (specialist, body shop and mobile
combined): 12%
Familiarity reigns
Top reasons consumers choose
dealerships for service
 They know my vehicle (55%)
 Prior experience (46%)
 Location (41%)
 They know me (33%)
Cost concerns
Top reasons consumers don't
return to dealerships
 Not a convenient location
 Total cost is not reasonable
 Dealership will overcharge
 Unreasonable labor charges
 Unreasonable parts charges
Increasing unhappiness?
Dealership perception of customer satisfaction
IMPROVED SAME DECLINED
2018
2021*
*Figures refl ect June 2020-June 2021 time frame.
PAGE 6 OCTOBER 2021
71% 25%
55% 32%
4%
13%
Woe, Canada
A drop in service visits to dealerships
in 2021 by owners of 4- to 12-yearold
vehicles in Canada resulted in a
decline of $1.8 billion in revenue,
according to J.D. Power's 2021
Canada Customer Service Index.
Other study highlights:
Service visits to dealerships
2021
2020
11.1 million*
14.7 million
Total share of overall service industry
revenue by dealerships
2021
2020
Average cost of dealership repair
order
2021
2020
56%*
60%
$332*
$375
*Study was fi elded April-June. Figures are estimates
based on the prior 12 months.

Fixed Ops Journal - October 2021

Table of Contents for the Digital Edition of Fixed Ops Journal - October 2021

Contents
Fixed Ops Journal - October 2021 - Intro
Fixed Ops Journal - October 2021 - F1
Fixed Ops Journal - October 2021 - F2
Fixed Ops Journal - October 2021 - Contents
Fixed Ops Journal - October 2021 - F4
Fixed Ops Journal - October 2021 - F5
Fixed Ops Journal - October 2021 - F6
Fixed Ops Journal - October 2021 - F7
Fixed Ops Journal - October 2021 - F8
Fixed Ops Journal - October 2021 - F9
Fixed Ops Journal - October 2021 - F10
Fixed Ops Journal - October 2021 - F11
Fixed Ops Journal - October 2021 - F12
Fixed Ops Journal - October 2021 - F13
Fixed Ops Journal - October 2021 - F14
Fixed Ops Journal - October 2021 - F15
Fixed Ops Journal - October 2021 - F16
Fixed Ops Journal - October 2021 - F17
Fixed Ops Journal - October 2021 - F18
Fixed Ops Journal - October 2021 - F19
Fixed Ops Journal - October 2021 - F20
Fixed Ops Journal - October 2021 - F21
Fixed Ops Journal - October 2021 - F22
Fixed Ops Journal - October 2021 - F23
Fixed Ops Journal - October 2021 - F24
Fixed Ops Journal - October 2021 - F25
Fixed Ops Journal - October 2021 - F26
Fixed Ops Journal - October 2021 - F27
Fixed Ops Journal - October 2021 - F28
Fixed Ops Journal - October 2021 - F29
Fixed Ops Journal - October 2021 - F30
Fixed Ops Journal - October 2021 - F31
Fixed Ops Journal - October 2021 - F32
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