Consumers, by a wide margin, want the option of a free loaner vehicle from their dealership service department while their car or truck is being repaired. But fewer than half of all customers were offered one, according to an April DealerRater survey conducted for Fixed Ops Journal.
Slightly more than 8 in 10 of all respondents said it was "somewhat important" or "very important" they be offered a free service loaner vehicle. For luxury customers, it was about 9 out of 10.
But when asked whether a free loaner was offered to them, 56 percent of those surveyed said no. For mass-market customers, that number was slightly higher, at 63 percent. But 69 percent of luxury customers said a free loaner vehicle was offered by their dealership service department.