Customers are generally pleased with the service lounge.
Most respondents to an online survey conducted by DealerRater for Fixed Ops Journal said they waited in the dealership lounge the last time they brought their car or truck in for service. Of those, a strong plurality said they found the experience pleasant.
The survey also found that just more than one-quarter of respondents left their vehicle for service and picked it up after the work was done. About one in five said they were provided a loaner or that the dealership picked up the vehicle and delivered it to the customer after the work was done.
The lounge experience varies by brand, the survey suggests. There also was a notable divide between luxury brands that offer loaners and those that pick up and deliver the vehicle.
Among the respondents, 53 percent said they waited in the service lounge; 46 percent said the experience was pleasant and 3 percent said it was unpleasant.
Honda dealerships led in the "pleasant" category, with 57 percent, followed by Mazda, Subaru and Toyota at 54 percent.
In contrast, Hyundai had the highest "unpleasant" tally, at 5.7 percent, followed by Kia at 4.5 percent and Nissan at 4.1 percent. The lowest "unpleasant" score: Audi's 0.4 percent.
Import luxury brands led in loaners. Among respondents who said they were given a loaner, 45 percent had gone to a BMW dealership, followed by Mercedes-Benz, 44 percent; Audi, 43 percent; Infiniti, 37 percent; Lexus, 36 percent; and Acura, 31 percent.
In contrast, domestic luxury brands were more likely to pick up a vehicle for service and drop it off afterward. The leaders in those responses were Lincoln, 8.7 percent; and Cadillac, 6.9 percent. They were followed by Infiniti, 6.4 percent; Mercedes-Benz, 5.3 percent; Buick-GMC, 4.9 percent; BMW, 4.6 percent; and Audi, 4.3 percent.