56% of customers report unclear pricing is a major issue.
Customers dislike hidden fees or lack of clarity when it comes to pricing, both for the vehicle and for additional services or add-ons. 56% of customers report that unclear pricing is a major factor that causes dissatisfaction at car dealerships.
“People do not care how much you know until they know how much you care.”
Theodore Roosevelt
How in depth we go, that's up to you.
1. Sales Process
3. Customer Satisfaction & Retention
2. Service Department Efficiency
Does your team follow a process? How consistent it? We dive into KPIs, analyze sales data, customer conversion rates, lead generation, follow up. Compare the dealership’s performance to industry standards or local competitors to identify areas of improvement.
2. Service Department Efficiency
3. Customer Satisfaction & Retention
2. Service Department Efficiency
How do customers book service appointments online, by phone, or in person? Review the process of handling service vehicles from check-in to completion. Are there unnecessary delays? How efficient is the communication regarding service progress and timelines?
3. Customer Satisfaction & Retention
3. Customer Satisfaction & Retention
3. Customer Satisfaction & Retention
Evaluate how effectively the dealership collects and uses customer feedback. Review the dealership’s approach to customer retention, such as loyalty programs, service discounts, or referral incentives. Are they effective in keeping customers engaged and returning?
4. Showroom Inspection
5. Inventory & Stock Management
3. Customer Satisfaction & Retention
Checking how vehicles are displayed, including their condition, cleanliness, and how well they're positioned for customer visibility and access. Observing the overall atmosphere in the showroom. Does it reflect the dealership’s brand identity? Is it well-lit and visually appealing
5. Inventory & Stock Management
5. Inventory & Stock Management
5. Inventory & Stock Management
Assess whether the dealership has an effective system for tracking vehicle inventory. How well does your sales team know their inventory? Evaluate the dealership’s ability to quickly access and supply the necessary parts and accessories for service and repair.
6. Operational Efficiency
5. Inventory & Stock Management
5. Inventory & Stock Management
Assess whether there are consistent procedures in place for everyday tasks and customer interactions. Are the processes documented and followed by all employees? Are there tasks that can be automated or streamlined?
What's costing you?
Poor Customer Retention
Losses, $500,000 to $1 million a year
Losses, $500,000 to $1 million a year
According to a 2023 study by Cox Automotive, 80% of car buyers say they would prefer to return to the dealership where they purchased their vehicle for future service or purchases; however, only 40% of those buyers actually do. This significant gap highlights lost opportunities for dealerships to generate revenue.
Losses, $500,000 to $1 million a year
Losses, $500,000 to $1 million a year
Losses, $500,000 to $1 million a year
A medium-sized dealership may lose anywhere from $500,000 to $1 million a year in sales and service revenue due to customer dissatisfaction, particularly if customer service and reputation issues are significant. According to J.D. Power, 80% of customers say they would return to a dealership if they had a positive service experience.
Long and Frustrating Sales Process
Losses, $500,000 to $1 million a year
Long and Frustrating Sales Process
According to a 2021 study by Autotrader, 60% of car buyers reported frustration with the length of the car-buying process, with the average time spent at a dealership ranging from 3 to 5 hours, including waiting for financing approval, vehicle preparation, and paperwork.
Frequently Asked Questions.
A: Our dedicated team works closely with you to unlock your dealership's full potential, ensuring long-term success with customized solutions that put your business on the path to growth and profitability.
A: We provide seamless, efficient solutions that streamline operations and ensure every customer interaction is smooth, hassle-free, and memorable—leading to higher satisfaction and loyalty.
A: We offer a comprehensive audit of your current processes and implement tailored strategies that optimize efficiencies, boost customer satisfaction, and drive sustainable growth.
A: By identifying key areas for improvement and enhancing your customer experience, we ensure every visit leaves customers eager to return and recommend your business to others.
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