A new study from Cox Automotive shows a crisis in dealer service retention. Despite a rise in overall number of service visits, U.S. dealerships are losing customers to independent competitors at a steady rate.
This is because cars on the road are getting older, yet loyalty to getting cars serviced where they were purchased is not what it once was, according to the Cox Automotive Service Industry Study.
“These findings from our market data and surveys underscore the urgent need for dealerships to reassess their service strategies to recapture market share and enhance customer retention,” said Skyler Chadwick, director of product consulting at Cox Automotive.
