A walkaround inspection of a vehicle by a dealership service adviser in the owner's presence is an especially effective way of promoting service customer satisfaction, research suggests. Yet a new survey indicates that even when advisers perform such multipoint inspections consistently, customers often fail to notice them.
In December, DealerRater polled for Fixed Ops Journal more than 19,000 consumers who had recently taken their vehicles to a new-car dealership for service. Asked whether the adviser did a walkaround inspection of their car or truck in the service lane, 47 percent of the respondents said yes — but 43 percent said they didn't remember. Among those who did recall, more than four-fifths said the adviser had done a walkaround.
Service advisers at luxury-brand dealerships were slightly more likely to make walkaround inspections than their counterparts at mass- market stores, according to survey respondents.