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It’s a phrase every dealer should live by, but the data proves just how powerful the service department is when it comes to long‑term loyalty.
Sales, service plans and servicing form a genuine virtuous circle. Customers who’ve bought from you before are far more likely to choose you again for servicing, and those who service with you are much more likely to buy their next car from you. Break the chain and loyalty weakens. Strengthen it, and you can increase repeat business without spending a penny more on marketing.
Start with insight. OEM surveys are fine for hitting bonus thresholds, but they rarely tell you what’s really happening on the ground. Targeted experience surveys and structured monitoring of online reviews across Google, Facebook and Trustpilot reveal the detail that actively drives business.
Based on over 100,000 JudgeService surveys, the numbers underline the opportunity: a customer who bought previously is 68% more likely to service with you (42% vs. 25%). And servicing is the single biggest driver of repeat sales – 76% of repeat buyers had their last car serviced at the dealership. Service plans matter too: 69% of customers offered one will service with you, compared with just 47% who aren’t.
And geography still counts. 51% of buyers within five miles take a service plan, falling to 25% for those travelling over 50 miles.
If you want more loyal customers, start by perfecting the service experience, and selling cars closer to home doesn’t hurt, either.
And it’s servicing where things can go wrong
Servicing is typically a distress purchase. But clients running JudgeService DMCC-compliant servicing surveys (after OEM surveys, so thresholds and bonuses aren’t affected) show a clear contrast versus those who only survey used car customers and the wider market. Clients who use servicing surveys have driven down the level of servicing ‘concerns’ to just 21% as opposed to 28% across our entire client base and 35% across the industry.
We define review ‘mentions’ as customer ‘likes’ or ‘concerns’.
Incidentally, as we work with our clients, we see their sales ‘concerns’ around 9% as opposed to 21% among the rest of the top 10 dealer groups.
You can measure it, but if you don’t act on it, you’re just recording a consistently poor level of service for customers spending a lot of money.
When we look at response levels amongst our clients using service surveys, 51% of all reviews come from JudgeService as opposed to 31% on Google. This drops to 34% versus 42%, if clients aren’t using us.
The key issues are around communication, vehicle cleanliness and vehicle preparation.
Top Tip – Charge for a Wash and Vac – don’t ditch it!
People will pay extra for a clean car because they want to see and feel a difference after the service.
At JudgeService we have granular surveys to help you maximise your performance. You can contact me – [email protected] or call me (Neil – 07795665927), Ash or Dan on 01423 225166.
Take care and happy hunting 
Neil Addley
Founder and Managing Director of JudgeService