When COVID-19 hit, John Hiester wondered if his techs, when things got slow in the afternoon, would want to pass the time turning wrenches on old cars. Soon, it snowballed into a competition and having the winning car auctioned for charity.
The Carlisle & Co. Automotive Technician Survey in the fall of 2020 had more than 17,500 responses representing 17 brands across the U.S. and Canada. The survey shows the challenges the industry has with technician satisfaction.
Carlisle & Co. data show dealership service departments get troubling customer retention and satisfaction scores, and any increase in customer-pay sales per repair order is likely the result of higher prices, not growing demand. But there is an opportunity for improvement, too.
Franchised dealerships constantly strive to boost customer service rankings by doing things such as minimizing wait times and improving communications. To achieve this, some stores have their service advisers put down their pencil and pick up a computer tablet.