Video: How Dealerships Can Improve Fixed Ops and Service Loyalty in 2026

Service customers’ expectations are changing, making it more critical than ever for dealerships to understand their customers, especially as vehicle sales are expected to flatten heading into 2026. 

At the CDK LIVE session at NADA 2026, industry experts Kim Saylor and David Thomas unpacked insights from the fifth annual Service Shopper study, revealing why Fixed Operations are poised to play an even bigger role in dealership profitability. While Fixed Ops remain a strong revenue driver, the study uncovered concerning trends, including a drop in dealership Net Promoter Scores below 50, signaling that fewer customers are willing to recommend dealership Service departments. At the same time, independent shops are holding steady, underscoring the urgent need for dealerships to rethink the Service experience.

Price isn’t the main driver anymore. It’s the relationship the customer already has with the dealership.

– David Thomas, Director of Content Marketing, CDK

The study also highlighted powerful opportunities for dealerships willing to adapt. Customer relationships now outweigh price as the top driver of Service loyalty, with 75% of customers returning to the dealership where they purchased their vehicle, especially Generation Z, which shows strong loyalty, prefers online scheduling, and relies heavily on online reviews. 

Forty percent of Gen Z schedules service online instead of calling. They behave very differently from other generations.

– David Thomas, Director of Content Marketing, CDK

Mobile Service continues to gain traction thanks to its convenience, while recalls present a meaningful revenue opportunity when handled strategically. Despite growing interest in AI, most dealerships are still focused on Front Office use, leaving room for innovation in Service operations. 

Watch the full video to hear Kim and David break down the study findings and share actionable insights on how dealerships can strengthen Fixed Ops, win over Gen Z, and drive long‑term service loyalty.