Industry Report 2022

On the Service Drive: Examining Technology’s Role in Service Retention

Survey Reveals Top Trends

We recently surveyed 1,000 U.S. vehicle owners who have visited a dealership service department in the last five years to identify the top drivers of service satisfaction and the influence of technology on service retention across generations.

With this report, you will learn:

  • Top 3 reasons vehicle owners choose dealer service departments over aftermarket repair shops.
  • Top 3 tech-driven conveniences owners say would allow dealer service departments to retain their business.
  • Top 5 reasons female millennials want the shopping-cart experience a digital multipoint inspection delivers.

    • Leverage the findings in this report to better understand what your clients prioritize in customer service.