Even with appointments, some service customers must wait
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April 14, 2019 08:00 PM

Even with appointments, some service customers must wait

David Kushma
Fixed Ops Journal
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    One of every 10 dealership customers who schedules a service appointment must wait to see a service adviser upon arrival, a new survey suggests. For half of these customers, the wait is brief; for the other half, the delay is 10 minutes or more.

    Last month, DealerRater polled for Fixed Ops Journal nearly 15,000 customers who had visited a new-vehicle dealership recently. Among those who had made a service appointment, 90 percent said they saw the adviser on schedule.

    Cooling their heels
    Q: The last time you scheduled a service appointment, did you ...
      All customers Mass-market customers Luxury-brand customers
    See the service adviser at the time of ?the appointment? 90% 90% 89%
    Have to wait beyond the ?scheduled time, but less than 10 minutes? 5% 4% 5%
    Have to wait more than 10 minutes? 5% 5% 5%
    Source: DealerRater survey of 14,972 consumers who recently visited a new-vehicle dealership, conducted March 1-6. Totals may not add up to 100% because of rounding.

    Another 5 percent said they had to wait as long as 10 minutes, and the rest said they were kept waiting more than 10 minutes. There were no significant differences between luxury and mass-market dealerships in how promptly their service departments kept scheduled customer appointments, according to the survey.

    In a separate survey, Cox Automotive's 2018 Service Industry Study, one of service customers' most frequent complaints was that they had to wait in line even though they had appointments. Such delays could cause some customers not to return to the dealership for service, the study suggested.

    In response, some dealerships are designating "facilitators" whose job is to ensure that no service customer is kept waiting.

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