What Customers Really Think About Their Service Advisors

CDK surveyed thousands of dealership Service customers and while overall satisfaction with dealership service dipped this year, one role consistently stood out as a bright spot: the Service Advisor.

Our new report on What Customers Say About Dealership Service Advisors uncovers how advisors continue to shape trust, drive Service sales, improve customer retention, and significantly influence Net Promoter Scores (NPS). From communication and professionalism to first impressions, recommendations and follow‑through, the data shows a clear pattern: the Service Advisor makes or breaks the experience.

A few highlights you’ll find inside the full report:

• Dealership customers overwhelmingly report positive interactions with their Service Advisors.
• Shifts in advisor behavior, such as greeting customers promptly or communicating clear timelines, can swing NPS scores by 40 to 60 points.
• Younger generations are even more likely to purchase recommended services, underscoring the importance of advisor communication and trust-building.
• By the end of the visit, 80% of customers say their Service Advisor earned their trust — a crucial driver of both repeat service and future vehicle sales.

Download the full report now to understand where your Service Advisors shine and where your dealership has room to improve.