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

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

Resources

DriveSure's 2026 Dealership Retention Report
Connect with Bill on LinkedIn
Follow Roadmap Retention on LinkedIn
Retention Roadmap YouTube Channel