Dealership service departments across North America are plagued by 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.
This sobering assessment came from Carlisle & Co.'s 2020 North America Service Benchmark report. Carlisle collected 2019 data in February from a group of participating automakers representing 15 brands, which the company then analyzed for key trends.
Eliza Johnson, who leads the company's service benchmarking practice, shared the findings to kick off the first installment of the 2020 Automotive News Fixed Ops Journal Forum. (The online event aired Oct. 8; replays at autonews.com/fixed-ops-journal-forum.)
Despite the bleak outlook, Johnson told attendees that the coronavirus pandemic offered an opportunity to make positive change in the service lane.