In one customer survey after another, vehicle owners have expressed a desire to have dealerships offer more amenities such as pickup and delivery of service vehicles. But franchised dealerships have mostly resisted — until now.
The coronavirus pandemic has forced parts and service departments to adopt more "touchless" alternatives to abide by state-mandated social distancing protocols. Such steps also help customers feel safe while keeping shops in business.
A Cox Automotive survey of more than 600 U.S. dealerships shows 73 percent will pick up a customer's vehicle at home, bring it in for the needed repairs or maintenance and then return it when the work is complete. And of those dealerships, 78 percent said they plan to continue offering the service once their operations return to normal.