Dealership discouragement Cox also surveyed 529 dealers with decision-making authority over fi xed ops. These are their top service operation frustrations. Parts delays from manufacturers Finding, hiring right technician 57% 80% 29% 43% 42% Consumer sentiment Cox Automotive released its 2021 Service Industry Study, which polled 2,500 consumers who had at least 1 service visit in the past 12 months. Here are some study highlights. Average number of service visits per year: 2021 2018 2.3 2.8 2021 share of service visits: Dealerships General repair/service station Quick lube Tire store/repair chain Retail Specialist Body shop Mobile service Other Reasons consumers prefer dealerships: They know my vehicle Prior experience Location They know me Top reasons for not returning to the dealership for service: 2021 Not a convenient location Total cost not reasonable They will overcharge Unreasonable labor charges Unreasonable parts charges 1 2 3 4 5 2018 2 1 3 4 5 34% 26% 11% 11% 6% 4% 3% 3% 2% 55% 46% 41% 33% 2015 5 1 2 3 4 APRIL 2022 PAGE 21 Dealers who say their service department is not fully staffed Dealers who expect labor shortages to continue or worsen Dealers who report an increase in service staff turnover since before COVID-19 Top reasons for staff turnover: Employee wants to do something else or not work at all Employee leaves for better-paying job Top roles dealerships plan to grow : Service technician New-vehicle sales associate Used-vehicle sales associate Service adviser BDC specialist Most important skills for technicians: Mechanical Electrical Computer Customer service 60% 54% 48% 38% 33% 91% 58% 25% 9% 58% 45%