App or adviser? Service customers go either way

Mobile phones have become so commonplace that it's almost like they're a permanent extension of our arms.

Now, their functions extend to the service drive: Mobile apps let customers set appointments, check in and even compile a list of needed repair work, all without customers ever speaking to a service adviser.

But do customers prefer this mobile method?

In mid-July, Fixed Ops Journal asked DealerRater to poll service customers to see whether they preferred to use their mobile phone to make a service appointment, check in for that appointment and outline what maintenance and repairs were needed.

Four in 10 said they did not want to use a mobilephone for those tasks. About a quarter of respondents said they would prefer using a mobilephone, while about one third felt the question did not apply to them.

The survey results are not as lopsided as the question posed for the April issue of Fixed Ops Journal that asked customers whether they preferred to check in using a kiosk. An overwhelming 97% said they wanted to speak to a service adviser instead.