Reynolds & Reynolds

The Changing Automotive Landscape

CONSUMER PREFERENCES IN SERVICE

We conducted a survey of consumers who had service work completed at a dealership to better understand their preferences toward online and digital offerings in fixed operations.

Available Option Customers who prefer this option: Customers who actually used this option:

Schedule Service Visit Online 72% 24%

Check-In Using a Kiosk

Check-In Using a Mobile App

Receive Photos and Videos of Work/Issues 33%

40%

49% 6%

4%

16%

What does this mean for your dealership? When comparing consumer preferences to actual behavior, there appears to be a divide. Consumers continue to prefer more digital options in service such as text and email links, photo and video evidence, and additional forms of check-in and check-out using self-service technology.

The dealership that meets these new preferences is likely the dealership that will beat out the competition, increase customer satisfaction, and drive service profits.

For more insights on the changing automotive landscape, download the full report at reyrey.com/report.

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