Dealers utilizing Pick-up & Delivery with loaner experience a much higher customer spend in dollars per RO, versus consumers bringing their vehicle into the dealer. We have captured a large data set of metrics related to CSI, Customer Spend and Loaner Out Time. The highlights are:

• 20%+ increase in service spend when customers DO NOT come into the dealership. There are several reasons for this.
• Loaner out time of less than 2 days as compared to a national average without Pick-up & Delivery of nearly 4 days.
• No-show rates of less than 1% vs. 20% showing up very late or not at all.
• 95% of customers that use Out of Store Experiences are Very Satisfied and JD Power measured a 40 point CSI increase.
• 70% plus of consumers prefer Pick-up & Delivery, as well as Test Drives conducted at the consumer's home when these services are offered.
• Survey results in which consumers are bypassing closer dealers to their home/office to have their vehicle serviced with dealers located further away due to Pick-up & Delivery with loaner being offered.

Service Pick-up & Delivery with loaner, as well as Test Drives conducted at the consumer's home are preferred by consumers. The Customer Experience is the deciding factor for consumers when selecting which dealer to conduct business with. Here is an example of how a few OEM's are messaging the capability. Lincoln Pick-up & Delivery Service Hyundai Genesis Pick-up & Delivery Service

MBUSA NPSMM & NSFM visit with our team at Booth B120

Ken Hite is Senior Vice President at RedCap. RedCap's technology and drivers are utilized by OEMs and dealers for Service Customer Pick-up and Delivery, as well as Consumer Test Drives conducted at the consumer's home. Ken has 25 years experience within the automotive industry, inclusive of retail, OEM, after-market and start-ups. The auto industry must learn to exceed customer expectations and implement business processes based upon customer convenience.