Dealerships face significant hurdles in meeting rising customer expectations. A key issue is the extended appointment lead time, which averages 5.2 days. This delay often drives customers to faster alternatives, impacting dealership revenues.

Furthermore, the first-time fix rate is a mere 88%, with common culprits being unavailable parts or unresolved issues. Such inefficiencies erode trust and reduce repeat business.

Adding to the complexity is the technician shortage, exacerbated by the growing demand for EV servicing which requires specific skills that many dealerships currently lack.

These challenges are compounded by the increasing vehicle age, which has led to a 12% loss in service visits to independent shops since 2018. Customers are seeking more reliable and quicker service options.

Dealerships must address these issues head-on by adopting innovative customer experience strategies that leverage technology and optimize operations.

In recent years, several trends have emerged in the automotive service industry that are reshaping customer expectations. One such trend is the integration of AI in fixed ops, which aims to streamline processes and improve communication.

Video MPIs are proving effective for transparency, with dealerships reporting higher approval rates and customer satisfaction. Digital approvals also shorten cycle times, enhancing the overall service experience.

The rise of EVs has brought unique challenges and opportunities, with a noticeable satisfaction gap in EV services. Dealerships are investing in technician training and advanced diagnostics to address this gap.

AI-powered tools like voice agents for booking and status updates are becoming common, allowing human staff to focus on more complex customer interactions. This technology can improve productivity without compromising customer satisfaction.

Dealerships are also exploring pickup and delivery services as a convenience factor, balancing the costs with the benefits of customer retention and reduced no-show rates.