Service counter: 2021 service manager survey

Highlights of Carlisle & Co.'s 2021 Automotive Service Manager Survey.

Fixed Ops Journal

Carlisle & Co. polled 9,241 service managers at franchised dealerships from Feb. 8 to March 5 for its 2021 Automotive Service Manager Survey. Here are some highlights.

Customer convenience
Do you offer service pickup and delivery?
Yes83%
No17%
  
Do you offer service at a customer’s home or office?
Yes6%*
No94%
*Up from 4% in 2020
  
If you offer service at a customer’s home or office, what is its share of your total parts and service revenue?4%
What do you expect that percentage to be in 2 years?12%
Digital divide
Percentage of respondents who have digital tools/technology for these functions:
Appointment scheduling89%
2-way texting68%
Electronic multipoint inspection60%
Lane check-in (tablet/mobile)48%
Online bill paying45%
Technician video40%
Customer mobile check-in10%
Kiosk check-in2%
Don’t have any of these tools5%
Plugged in
Percentage of respondents who said these statements reflect their attitudes toward electric vehicles:
Excited about EV work — increased business opportunities42%
Don’t look forward to EV work — concerns about repair order decline35%
Excited about EV work — increased staff career advancement opportunities31%
Don’t care13%
Don’t look forward to EV work — staff unwilling to work on the vehicles9%
Planning ahead
What percentage of your customers are offered manufacturer-developed prepaid maintenance programs on the service drive?13.80%
What percentage of your customers are offered non-manufacturer-developed prepaid maintenance programs on the service drive?7.90%
On average, amount of parts and labor revenue made per prepaid maintenance program beyond what is covered by the policy:$84
RECOMMENDED FOR YOU
A knack for service, forging friendships
Letter
to the
Editor

Send us a letter

Have an opinion about this story? Click here to submit a Letter to the Editor, and we may publish it in print.

Recommended for You
Dealership employee can pursue lawsuit over tailgate injuries
Dealership employee can pursue lawsuit over tailgate injuries
Service customers want loaners, but offers are lacking
Service customers want loaners, but offers are lacking
Some dealerships say in-person audits are back with a vengeance
Sign up for free newsletters
Digital Edition
Automotive News 6-14-21
THIS WEEK'S EDITION
See our archive
Fixed Ops Journal
Fixed Ops Journal 6-14-21
Read the issue
See our archive