Infiniti, Nissan stand out in first-visit scheduling

Nobody does it better than Infiniti and Nissan.

Consultants urge dealerships to schedule the first service visit before a new-vehicle owner or leaseholder leaves the store, as a way to build loyalty and retain service business.

But an online survey of consumers last month found that while 36 percent had their first service visit set before they hit the road, an equal 36 percent did not. The other 28 percent said they couldn’t remember.

In contrast to that lukewarm showing, half of respondents who had visited an Infiniti dealership said their first service appointment was scheduled before they left the building. And 49 percent of Nissan customers said the same.

At the other end of the spectrum, just 22 percent of Jaguar Land Rover customers said they had a service appointment scheduled before they drove off. Among BMW customers, the share was 28 percent.

This table shows how various brands with at least 100 responses stack up on first-visit scheduling.

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Q. When you bought or leased your most recent vehicle, did the dealership schedule your first service appointment before you left the building?
  Yes No Don’t remember
Infiniti 50% 28% 23%
Nissan 49 27 24
Subaru 45 28 27
Toyota 43 31 26
Mazda 43 32 25
Mitsubishi 43 32 25
Cadillac 41 37 23
Lincoln 41 39 20
Hyundai 40 33 27
Kia 40 35 25
VW 40 35 26
Volvo 39 38 23
Ford 37 36 27
Industry Avg. 36 36 28
Acura 34 35 31
Chevrolet 33 39 28
Chrysler-Dodge -Jeep-Ram 32 40 28
Audi 31 39 29
Buick-GMC 31 34 35
Mercedes-Benz 31 34 35
Lexus 31 38 32
Honda 29 40 31
BMW 28 43 29
Jaguar-Land Rover 22 41 36
Note: Figures may not add to 100 percent because of rounding.
Source: DealerRater survey conducted Nov. 22-29; 16,702 responses