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New Rules of Service Retention: Data From Our 2026 Retention Report

Bill Springer | October 9, 2026

Episode 46 — Special Episode with Bill Springer |

What are your customers really thinking when they leave your service drive, and why are more of them choosing somewhere else? With real data from over 1,200 drivers, we’re pulling back the curtain on what’s changed and what it means for your dealership in 2026.

In this special episode of Retention Roadmap, Bill Springer introduces findings from DriveSure’s 2026 Service Retention Report, based on feedback from 1,277 active service customers across the country. By comparing data from 2020, 2023, and now 2026, Bill breaks down how customer expectations have evolved. He also shares practical strategies dealerships can implement immediately to close the growing “price gap” and improve retention in an increasingly competitive and inflation-driven market.

Takeaways from this episode:

Price is no longer a secondary factor
Transparency upfront (pricing + recommendations) determines whether customers stay or leave
Video inspections are a major trust-builder, increasing approvals and customer confidence
Customers are more time-sensitive than ever
Value must be clearly communicated to overcome inflation fatigue