CDK Global’s Service Shopper 5.0 study surveyed more than 2,000 customers and highlighted recurring friction around appointment access and communication. It also examined recall outreach, mobile service and loyalty.
The findings are useful hypotheses for fixed operations, not universal facts about every store. The public page did not expose the full questionnaire, weighting or response detail.
Test the friction in store data
Service leaders should compare time to next appointment, abandoned calls, online-scheduler completion and inbound status contacts. Those measures show whether access or communication is failing locally.
Design around customer certainty
Confirmation, arrival instructions, estimate approval and proactive status updates reduce uncertainty. Mobile service should be judged by utilization, route efficiency and retention rather than novelty.
The source is a commercial survey; incomplete public methodology limits generalization.
Cited references
- CDK Service Shopper 5.0 — Commercial study