Welcome to the
Dealer Learning Center
The 2017 Car Buyer Journey Study explores how consumers shop, conduct research, make vehicle purchase decisions, and allocate their time along the car buying journey. Check out this year’s compelling new data about:
· How dealer websites drive dealership visits.
· Why shoppers didn’t buy from the first dealership they visited.
· How prior consumer awareness is critical to F&I sales.
· The importance of maintenance & repair services and how to optimize fixed ops.
· Which differentiators have the biggest impact on customer satisfaction.
According to a new study, dealerships are leaving money on the table when it comes to maintenance and repair services. In fact, only 30% of total service visits occur at a dealership. The reasons why dealerships are not capturing more of this $99 billion market fall into five main categories: 1) Value Perception, 2) Awareness, 3) Customer Experience, 4) Warranty/Service Contract Expiration, and 5) Location/Convenience.
Download the Maintenance & Repair Study PDF to find out what you can do to take better advantage of potentially lucrative service opportunities. Also check out Spectrum, the industry’s first cloud-based system that helps dealerships create an outstanding service and ownership experience designed to turn one-time customers into repeat buyers.
Transparency, awareness and customer experience are keys to capturing service revenue.
The 2016 Car Buyer Journey Study by IHS (commissioned by Cox Automotive) has revealed new insights about the prevalence of online shopping, the relative importance of various Internet resources and the use of multiple devices during the car-buying process. The study also provides details about how car buyers consider a variety of makes/models and purchase options as they shop, and examines what consumers like and dislike the most about the car-buying process.