Service Frustrations Are Still a Major Dealer Opportunity

Cox Automotive’s ownership research shows that dealership service departments have a major opportunity to improve the customer experience. In its 2025 Ownership Study coverage, Cox reported that 45% of dealership service customers experienced at least one frustration, including service taking longer than expected, difficulty finding pricing, pressure to approve additional services, or the final cost being higher than expected.

That should matter to every dealer.

Because service customers are not only judging the repair. They are judging the process around the repair.

Was scheduling easy?
Did anyone explain the timeline?
Did the customer receive updates?
Were recommended services clearly documented?
Was pricing transparent?
Did the final bill match expectations?

A service department can do great technical work and still lose customer trust if the communication is weak.

That is where modern fixed ops has to improve. Customers are used to real-time updates in nearly every part of life. Food delivery apps show where the driver is. Retail apps show when the package ships. Banks send instant alerts. Airlines send delay updates.

Then a customer drops off a vehicle and hears nothing for six hours.

That gap creates frustration.

For dealers, this is where tools like StatusPlus from Dixon Technologies fit naturally. StatusPlus helps keep customers informed, supports communication between technicians and advisors, and gives the service team a better way to send updates, photos, and videos during the repair process.

The takeaway is simple: the service department does not just need to fix the car. It needs to fix the friction.

Better communication can help customers feel informed, respected, and more confident approving recommended work.

And when customers feel confident, they are more likely to return.

In fixed ops, trust is not built only by turning wrenches.

It is built by keeping the customer from feeling forgotten.

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