Dealership service customers trust and appreciate their service advisors, according to CDK’s new What Customers Say About Service Providers report. But the data shows too few are greeted upon arrival and too many refuse recommended services.

The 2026 report finds service departments returned vehicles in the time promised at a 62% rate, up from 57% in 2025; 29% of respondents say their vehicle was ready early (down from 32%).

Great majorities of customers say their service advisor was easy to talk to (88%), clearly explained needed services (86%), remained respectful and professional at all times (85%) and earned their trust (80%).

The bad news? Only 80% of dealership service customers were greeted by an advisor upon arrival, and only 37% purchased all the services their advisor recommended.

“The personal, human interactions service advisors deliver leads directly to building trust with the customer,” analysts write. “This trust is the foundation of not only repeat service business but also consideration of a future vehicle purchase.”

Read the full report at CDK