Service counter: Highlights from Cox Automotive COVID-19 consumer and dealer impact studies

Fixed Ops Journal
Service Counter, Aug. 17

As coronavirus cases surge in several U.S. states, more customers are postponing work on their vehicles.

According to the latest Cox Automotive COVID-19 consumer and dealer impact studies, 26 percent of consumers surveyed July 24-25 said they are delaying vehicle service or repair because of the pandemic. That was up from 23 percent just two weeks earlier but down from a high of 40 percent in early April. Of those delaying service, 39 percent in the latest survey said it was because they were driving less. Other highlights:

Thumbs up for progress tracking
Percentage of consumers who would be more likely to select a dealership that offers the ability to:
Track progress of service/repair online 60
Schedule visits onlne 58
Review and approve service/repair estimates electronically 58
Pay bill online before picking up vehicle 49
The skinny on pickup and delivery
As the pandemic wears on, fewer dealerships are making home visits. Percentage of dealerships offering P&D
July 24 56
June 12 59
May 15 63
April 24 73
   
Percentage of consumers who are likely to choose one dealership over another based on availability of P&D 71
   
Percentage of non-dealership consumers who would be more likely to use a dealership if P&D were offered 52
   
Consumer inclination to pay $20 for P&D, in percent
Likely 52
Not likely 28
Neutral 21
Source: Cox Automotive
Driving loyalty
A study by DriveSure found that 46% of surveyed consumers plan to buy their next vehicle from the dealership servicing their current vehicle, while 45% were undecided, and 9% said they did not. Respondents’ answers to other questions:
   
Which services do you prefer to get from a dealership rather than someplace else?
Manufacturer-recommended maintenance 77%
Electrical issues 63%
Unknown issues (check-engine light) 63%
Oil changes 63%
Transmission (repair/replace) 57%
   
What might cause you to go elsewhere for service?
Bad experience 53%
Lower price 46%
Needed service is minor 32%
More convenient location 24%
Referral or recommendation 20%
   
Which communication method do you prefer for updates while your vehicle is being serviced?
Text 60%
Phone call 22%
Email 15%
Mobile app 2%
Mail 1%
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