Service Retention Reporting

OEMs are also able to deliver reports to their dealers which assist them in identifying their service retention. This includes the current 13-month retention figure and a trend of this figure over time. It is possible to filter the retention reporting by make, by age of vehicle (within age bands) and by date range.

It is possible to view the retention graph by:

• Proportion of customers retained (those customers that had their vehicles serviced 13 months ago that have returned since)
• Proportion of customers lost (those customers that had their vehicles serviced 13 months ago that have NOT returned since)
• Total service invoice value retained (the dollar value of retained customers)
• Total service invoice value lost (the dollar value of lost customers)
• Total labour value retained (the dollar value of the labour component of retained customers)
• Total labour value lost (the dollar value of the labour component of lost customers)

For both retained and lost customers it is possible to produce a list of those customers. This is particularly important for the lost customers as they are candidates for marketing activities – either letter, email or phone contact.