A new analysis from the Cox Automotive Service Industry Study shows a trend that many dealerships are feeling. Service demand is rising, but fewer customers are returning to the dealership for repairs. The average age of vehicles in the United States is trending toward 12.8 years, which means more repairs and more opportunity, yet loyalty to the dealership where the car was purchased is declining.
In 2025, only 54 percent of owners with vehicles two years old or newer returned to the selling dealership for service, a steep drop from 72 percent in 2023. Even with strong fixed operations revenue, dealerships are handling fewer service visits than they did in 2018. This shift does more than reduce repair revenue. It weakens long-term customer relationships. According to Cox Automotive, customers who service at the dealership are far more likely to purchase their next vehicle there.
The study points to two main reasons for customer dissatisfaction. Almost half of vehicle owners are unhappy with their dealership service experience due to unexpected repair costs and lack of communication. Even though dealership repair pricing is often lower than independent shops, many customers do not perceive it that way. They want transparent pricing, easier communication, and more digital convenience when managing their service visit.
This is where dealerships can regain loyalty by modernizing the communication and payment experience.
CrossCheck gives service departments a simple way to keep repair approvals moving when a customer is caught off guard by an unexpected expense. Some people do not have credit cards. Others have a card but are already at their limit. CrossCheck provides a protected way for dealerships to accept a customer’s checking account as payment and, when needed, split the total into scheduled payments using the Multiple Check program. This helps customers move forward with needed repairs while protecting the dealership from financial risk.
Dealerships can also streamline the repair pickup experience by using Pay by Link, one of CrossCheck’s most appreciated tools for service advisors. Pay by Link allows the advisor to send a secure payment request by text or email the moment the repair is complete. Customers can pay before arriving at the dealership, which reduces phone tag, after-hours delays, and long lines at the cashier window. It gives customers the modern convenience they expect and makes communication faster and clearer.
The Cox study also highlights a major missed opportunity inside the service lane. More than half of customers facing a major repair would consider trading in their vehicle, yet very few are ever offered an appraisal or told what their car is worth. When communication breaks down here, dealerships lose both the repair and the chance to acquire used inventory. Using the service lane to identify well-maintained vehicles with known histories is a smart, low-cost way to source inventory.
Dealerships that communicate clearly, offer modern convenience, and provide flexible payment options stand out in a competitive market. CrossCheck has supported dealerships for more than forty years by helping them complete more repairs, reduce lost service revenue, and strengthen customer relationships. With the right tools in place, dealerships can rebuild loyalty and protect the fixed operations revenue they rely on.
If your service department wants to offer customers secure, flexible payment options that keep repairs in the lane, contact CrossCheck to learn more.
