Is a Rise in Service Leading to Poor Customer Satisfaction?

Between 2019 and 2021, incoming phone calls to Service Departments steadily increased by 16.3% — from an average of 9,904 calls per month to 11,534 calls. As inventory shortages plague the automotive industry, customers are hanging onto their cars longer and keeping up with regular maintenance. Dealerships have recognized this source of immediate revenue and many have shifted operational and marketing resources to highlight their Service Departments. One thing is clear — dealerships are emphasizing Service and customers are responding with their business.