For many franchised dealerships, recall visits are often viewed as a necessary operational burden — high volume, low margin and disconnected from long-term customer value. But according to our most recent Service Shopper 5.0 Study, recalls may be one of the most overlooked and powerful opportunities to drive customer retention, increase Service revenue, and strengthen long-term relationships.

Nobody thinks about documents until they need them. And that's a problem.It happens in every department, every day. A Repair...

New car sales in April dipped a bit compared to last year but it likely wasn’t due to prices on...

Service customers’ expectations are changing, making it more critical than ever for dealerships to understand their customers, especially as vehicle...

The CDK Ease of Purchase Scorecard tracks a number of factors driving satisfaction for car buyers each month. One thing that’s become apparent after years of inventory struggles is that more people are completing their purchase by visiting just one dealership.

Loyalty programs have become a cornerstone of customer retention strategies across industries, rewarding repeat business with exclusive perks and discounts....

April witnessed another whipsaw in customer experience at the dealership. Historically, April has been a rather pleasant month with our...

Successful dealerships today are defined by more than instinct. They rely on data‑driven decision-making to improve customer experience, increase productivity and remain competitive. According to CDK’s 2026 Friction Points study, 73% of dealers say customer experience remains their top strategic priority for the year ahead, while nearly half are investing in technology to improve productivity in pursuit of that goal. As a result, actionable dealership analytics, KPI reporting and goal tracking have become essential to competing and winning in today’s marketplace.

In automotive F&I, customer satisfaction is critical, but recent data shows it’s slipping. In just two years, satisfaction with the...

Artificial intelligence is no longer a future concept for automotive dealerships. It’s a present‑day differentiator. The AI Gains Ground at...

The Service department is the backbone of dealership profitability and one of the most important drivers of long‑term customer retention....

Independent repair shops are gaining ground. According to CDK's latest Service Shopper 5.0 study, independents have gained six percentage points...