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We surveyed 500 car dealership customers with a simple question. How would you rate your service experience with your car dealership across 3 touchpoints a) scheduling a service appointment, b) convenience of shuttle rides. c) understanding the bill. The results were surprising.

Because dealerships typically don’t track the overall cost of their shuttle operation separately, it would be easy to make the mistake of thinking using Uber or other taxi services such as Lyft instead of an internal shuttle service would be cheaper.

Some dealerships may well have some sort of formal system in place that at least puts some focus on managing the pick-ups and drop-offs of customers, vehicles and drivers, but far too many still use a system which is essentially sheets of paper on clipboards.