CDK’s latest survey of customers who have recently sought maintenance and repair work yielded mostly positive results — particularly for dealers, whose aggregate Net Promoter Score increased from 45 to 59, narrowing the gap between dealership and independent shops, which scored a 66 in this year’s survey.

Questions and answers ran the gamut of the service experience, from the appointment-scheduling and waiting area experience to marketing and promotions.

“Don’t shy away from being transparent about service pricing,” CDK analysts said in a release. “This is one area where customers expressed a lot of negative sentiment. Dealers have a huge opportunity to improve this and market routine maintenance and service into customized specials.”

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