Examining the State of Dealership Fixed Ops: Key Statistics for 2025

From supply chain woes to a technician shortage, dealership fixed ops departments have faced their fair share of challenges in the past few years. As your service department navigates the industry’s challenges, is it doing enough to retain loyal customers? How much revenue does it contribute to the dealership?

Let’s explore some recent data points to help you gauge your success and identify opportunities for improvement.

Customer Experience

1. Recall Repairs Satisfaction — Customer satisfaction improves 29 points (on a 1,000-point scale) when recall service is combined with an oil change.

2. Appointment Wait Times — Owners are now waiting longer for appointments. In 2024, premium vehicle owners waited 5.4 days, and mass market vehicle owners waited 5.2 days. These times didn't improve much in 2025.   

3. EV Service Gap — Because of an ongoing lack of qualified electric vehicle (EV) technicians and frontline personnel, EV owners are less satisfied than internal combustion engine vehicle owners. 

4. Repairs Accuracy — 12% of repairs aren't completed correctly on the first visit.

5. Generational Trust Gap — Boomers trust dealership service departments a great deal (6.2 on a 7-point scale). Gen X, Gen Y, and Gen Z all fall in the 5-point range. 

Revenue

5. Profitability Increase — In 2024, service and parts sales made up 13.2% of total dealership sales dollars, increasing 12.4% from the previous year.

• Made $9.2 million in total service and parts sales.
• Wrote 15,924 ROs.
• Brought in $466 service and parts sales per customer RO.
• Brought in $512 service and parts sales per warranty RO.
• Earned $1.51 in parts sales per labor sale.
• Employs 16 technicians.
• Carries $567,661 in parts inventory.
• Has a $191 mechanical labor rate.

Takeaways

Use these industry benchmarks to see how your service department stacks up and uncover additional revenue opportunities.

Service satisfaction remains strong, but growth is limited by long wait times, repair accuracy issues, communication gaps, and lagging EV service. Younger generations also report less trust in dealerships than Boomers. Improving communication, first-time fix rates, and EV technician training is key to earning trust in your service department. Streamlined processes, smart technology, and convenient service interactions will drive revenue and set your dealership apart.

This post was originally published in 2023 and updated in 2025.