Cox Automotive 2018 Service Industry Study

Surveying 3,550 consumers and 404 franchise dealership employees, Cox Automotive Inc. conducted the 2018 Service Industry Study to explore the current state of the service market and help dealerships understand and capitalize on consumer patterns when it comes to their perception of the dealer service business.

"The opportunity is ripe for dealerships to capture more service market share, but they need a better understanding of how consumers think and act when it comes to the service department. The insights from this study will help dealerships shape their service strategies and ultimately, improve the overall customer experience which is the key to retention, loyalty and profitable growth."

Jim Roche, Vice President of Marketing and Managed Services at Xtime and author of Fast Lane: How to Accelerate Service Loyalty and Unlock its Profit-Making Potential.
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