Northbrook, Ill., June 23, 2023 — DriveSure, which provides customer retention products designed for new car dealerships, has released its 2023 Dealership Service Retention Report. This free 38-page report explores the factors that cause customers to return to their dealership for service, as well as the ones that may drive them to the competition.
The findings are based on a new survey of 1,380 vehicle owners who utilize a dealership for at least some of their service needs. Uncovered insights include clear indications that text messaging is quickly becoming the preferred communication channel for dealerships, and that dealerships have substantial opportunity to increase tire sales.
“Customer retention in the service lane is critical to success, both for fixed ops profits and for increasing vehicle sales,” said Bill Springer, President of DriveSure. “We originally ran a survey in 2020 because we wanted to help dealerships better understand why some vehicle owners return for service and others don’t. Three years and a global pandemic later, it’s enlightening to see what’s changed and what hasn’t, and what dealerships should be focusing on today.”
Despite the major upheavals in consumer preferences during the pandemic, the results show that key factors like quality, price, and service appointment availability remain top considerations for dealership selection.
The report goes beyond simply exploring the reasons customers choose dealerships. It digs deeper, getting specific about what it takes to delight and retain them, and how these factors may have changed or remained consistent since 2020. As such, it offers an invaluable resource for understanding how to navigate the evolving landscape of vehicle maintenance and service in the post-pandemic world.
For details on these insights and more, download the 2023 Dealership Service Retention Report at https://resources.drivesure.com/2023-dealership-service-retention-report.
DriveSure helps new-car dealerships become the only place their customers depend on for maintenance, tires, and repairs. Comprehensive solutions, including DriveSure Renewable Benefits, DriveSure Prepaid Maintenance, and DriveSure Maintenance Marketing System, help dealerships stand out from the crowd, drive revenue, and create lasting relationships with their customers.
What keeps customers coming back to your dealership?
Download the 2023 Dealership Service Retention Report to see what dealership service customers have to say.