Dealer Service Still Has the Advantage. So Why Are Customers Leaving?

In the News | Ducker Carlisle | July 15, 2026

Ben Groeneveld, Industry Principal for Global Supply Chain Solutions at Syncron, cites Ducker Carlisle’s 2026 Consumer Sentiment Survey in a column examining why dealer service departments are losing customers despite maintaining measurable advantages in trust, quality perception, and first-time repair performance.

The piece draws directly on Ducker Carlisle data showing that for the first time in over a decade, chains have overtaken dealers as the primary service provider in the U.S. Five years ago dealers held 54 percent share and chains held 20 percent. Today dealer share stands at 36 percent and chains at 42 percent. The average dealer repair order carries a 56 percent premium over an independent shop doing the same work. A growing share of customers say they have put off repairs because of cost.

Groeneveld’s argument is that the problem is not price but value communication. Customers are making the decision before the dealer has a chance to demonstrate why the premium is worth it. The column calls on both dealers to explain that value earlier and OEMs to connect the pricing, parts availability, warranty, and service signals that ultimately determine the customer experience.

Read the full article: https://www.aftermarketmatters.com/national-news/dealer-service-still-has-the-advantage-so-why-are-customers-leaving/

Source: Aftermarket Matters | July 15, 2026