The CDK Service Shopper 5.0 Study Is Here

Thanks to shifting consumer habits and economic uncertainty, the automotive service landscape is undergoing subtle but significant changes. Dealerships in 2025 are facing both familiar challenges and emerging opportunities as they navigate evolving customer expectations, rising competition and the growing influence of mobile service options that are quietly gaining traction, offering a new frontier for customer satisfaction and retention.

Consumer Habits Are Reshaping Dealership Service Departments

The latest CDK Service Shopper Study offers a fresh lens from 2,000+ customers into how Service departments are performing, what matters most to today’s shoppers, and where the biggest chances for growth lie. From appointment friction to loyalty trends, this year’s results reveal a complex picture, one that demands attention, adaptation and action.

Younger generations have a different lens of the service experience and it’s evident in their loyalty, digital engagement, responsive to convenience, and likelihood to seek added value during service visits. These behaviors are creating a ripple effect across dealership operations, influencing everything from appointment scheduling to recall outreach.

Key Findings From the CDK Service Shopper 5.0 Study

• Top Service Products and Performance
• Appointment Setting Importance
• The Rise of Mobile Service
• Car Owners’ Approach to Recalls

For actionable insights that can help dealerships turn everyday service into a strategic advantage, download the Service Shopper 5.0 study.