Fixed ops departments are humming with traffic again. Mandates are lifting and people are growing more comfortable leaving home. Mileage accumulation is back at pre-pandemic levels, but ongoing supply chain issues and worker shortages show a ready supply does not always greet an increasing demand.
Data don't lie, yall. According to J.D. Power's 2022 US Customer Service Index(CSI) Study, wait times to book service for one to three-year-old cars have increased by nearly one full day.
But the wait isn't the only factor driving the customer experience. Satisfaction levels soared 19 points higher for customers who used a valet system. Overall satisfaction year over year was also up in 2022.
Don’t call us, we’ll call you. Chris Sutton, VP of Automotive Retail at J.D. Power suggested proactive communication for keeping the customer experience positive despite delays mainly being out of dealers' hands.
Telling it like it is - “Hey, it's ASOTU again, just calling to let you know it was tricky but we got the 3rd lug nut off. Talk to you soon”