HOW YOUR SERVICE DEPARTMENT WINS CUSTOMER LOYALTY
Insights from the Cox Automotive Fixed Ops & Ownership Study
THE SERVICE PLAYING FIELD IS NEARLY EVEN
Initial Service Consideration: Dealerships
VS
Initial Service Consideration: Independent Repair
Service loyalty isn’t guaranteed-dealers must earn it.
THE FIRST VISIT CHANGES EVERYTHING
of customers intend to have their car serviced at the dealership where purchased
consider returning after servicing at a dealership
The first dealership service visit is the loyalty tipping point.
LOYALTY IS TRIGGERED, NOT PLANNED
Customers who seek service at the dealership say they value:
mileage-based service reminders
texts updates about upcoming service
previously declined maintenance reminders
Proactive engagement pulls customer back in.
WHAT TOP DEALERS DO DIFFERENTLY
Higher adoption rate of photos/videos with inspection
More likely to offer financing options for service
Transparency and options compound over time.
WHERE LOYALTY IS WON IN THE SERVICE LANE
1
Convenient scheduling experience
2
Consistent reminders between visits
3
Visual proof during inspections
4
Offer financing options
These aren’t tactics—they’re systems.
Xtime helps move dealers forward with solutions for consistent service engagement with customers that leads to predictable loyalty.
Source: Cox Automotive Fixed Ops & Ownership Study