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
consider returning after servicing at a dealership
The first dealership service visit is the loyalty tipping point.
LOYALTY IS TRIGGERED, NOT PLANNED
of customers who go to the dealership for service say service reminders drive otherwise unplanned visits
of customers who get their vehicles serviced elsewhere say service reminders drive otherwise unplanned visits
Service reminders drive dealership visits.
WHAT TOP DEALERS DO DIFFERENTLY
increase in customer retention experienced by dealerships using Xtime Schedule with 24/7 online booking and automated reminders
additional ROs per month generated by dealers using Time Invite’s marketing tools to optimize shop capacity
Xtime boosts service customer retention and ROs per month.
WHERE LOYALTY IS WON IN THE SERVICE LANE
Customers who receive photos and videos from the service lane spend an average of $230 more
of consumers say visual evidence makes them more likely to approve recommended services
Leading dealerships recapture more than
$35,000 in declined services per month
Trust drives approvals.
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