- Today
- Holidays
- Birthdays
- Reminders
- Cities
- Atlanta
- Austin
- Baltimore
- Berwyn
- Beverly Hills
- Birmingham
- Boston
- Brooklyn
- Buffalo
- Charlotte
- Chicago
- Cincinnati
- Cleveland
- Columbus
- Dallas
- Denver
- Detroit
- Fort Worth
- Houston
- Indianapolis
- Knoxville
- Las Vegas
- Los Angeles
- Louisville
- Madison
- Memphis
- Miami
- Milwaukee
- Minneapolis
- Nashville
- New Orleans
- New York
- Omaha
- Orlando
- Philadelphia
- Phoenix
- Pittsburgh
- Portland
- Raleigh
- Richmond
- Rutherford
- Sacramento
- Salt Lake City
- San Antonio
- San Diego
- San Francisco
- San Jose
- Seattle
- Tampa
- Tucson
- Washington
Northbrook Today
By the People, for the People
Dealership Service Retention Report Reveals Evolving Customer Expectations
DriveSure's 2026 study highlights shifts in price sensitivity, communication preferences, and in-demand amenities.
Apr. 4, 2026 at 5:45pm
Got story updates? Submit your updates here. ›
DriveSure, a provider of customer retention solutions for new car dealerships, has released its 2026 Dealership Service Retention Report. Based on a survey of over 1,200 vehicle owners, the report uncovers how today's customers are evaluating their service options differently than in previous years, with rising price sensitivity, changing communication preferences, and growing expectations for value-added amenities.
Why it matters
Service retention is critical to dealership success, as it directly impacts future vehicle sales. This report provides valuable insights to help dealerships adapt to the evolving needs and preferences of their customers in order to drive revenue and build lasting relationships.
The details
The report reveals several key findings, including that price has become more influential in service decisions compared to previous years, road hazard tire protection is now the most valued service amenity, and text messaging continues to rise as a preferred communication channel. It also highlights opportunities in mobile service, video inspections, tire sales, and routine maintenance, though awareness of these offerings remains low among customers.
- The 2026 Dealership Service Retention Report was released on April 4, 2026.
The players
DriveSure
A provider of customer retention solutions for new car dealerships.
Bill Springer
The President of DriveSure.
What they’re saying
“Service retention has always been critical to dealership success, but today's customers are evaluating their options differently than they were just a few years ago. This research reinforces that while the fundamentals haven't changed, dealerships must adapt to rising price sensitivity, changing communication preferences, and growing expectations for value.”
— Bill Springer, President of DriveSure
What’s next
The report provides dealerships with actionable insights to help them better meet the evolving needs of their customers and drive long-term service retention and future vehicle sales.
The takeaway
This report highlights the importance for dealerships to stay attuned to changing customer expectations and preferences in order to remain competitive and build lasting relationships with their service customers.
