Fixed Ops Journal - October 2021 - F9

The Changing Automotive Landscape
CONSUMER PREFERENCES IN SERVICE
We conducted a survey of consumers who had service work completed at a dealership to
better understand their preferences toward online and digital offerings in fixed operations.
Available Option
Schedule Service Visit
Online
Check-In
Using a Kiosk
Check-In Using
a Mobile App
Receive Photos and Videos
of Work/Issues
Customers who prefer
this option:
72%
33%
40%
49%
Customers who actually
used this option:
24%
6%
4%
16%
What does this mean for your dealership? When comparing consumer preferences to actual behavior, there
appears to be a divide. Consumers continue to prefer more digital options in service such as text and email links,
photo and video evidence, and additional forms of check-in and check-out using self-service technology.
The dealership that meets these new preferences is likely the dealership that will beat out the competition,
increase customer satisfaction, and drive service profits.
For more insights on the changing automotive landscape,
download the full report at reyrey.com/report.
©2021 The Reynolds and Reynolds Company. All Rights Reserved. Printed in the USA. 1029578 10/21
http://www.reyrey.com/report

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
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