Car owners are mostly likely to visit dealerships for service during the first three years of vehicle ownership, J.D. Power reported in its 2020 Customer Service Index survey. The survey found that 88% of customers visit dealers for service in those initial years. The global insights company reported in 2018 that 64% of consumers wait at the dealership for their vehicle to be serviced.
In 2020, though, that changed. Car owners no longer wanted to sit in dealership waiting rooms as COVID gripped...