Buying a car is only the beginning of the ownership experience, and after-sales service can play an important role in keeping it on the road. But a new study from benchmarking firm Pied Piper found that one in six customers who call a dealership for service cannot secure an appointment for a specific date and time, pointing to continued problems with the service-booking process.
Dealership Service Remains a Major Profit Center
The findings are particularly notable because 70% to 80% of dealer profits come from fixing cars, according to Pied Piper CEO Fran O’Hagan via Automotive News.
O’Hagan also said dealers, on average, lose half of their new-car sales customers from service within two years. That leaves dealerships with significant room to improve how customers schedule and receive after-sales service.
Automakers are moving to improve their service-booking processes, and Pied Piper’s 2026 Auto Industry Service Scheduling Effectiveness Study, now in its second year, shows which brands performed best.
Volkswagen Tops the 2026 Rankings
Volkswagen led the study with a score of 73 out of 100, based on 6,538 service requests submitted across 33 automotive brands and four independent service brands.
The score was 11 points higher than Volkswagen’s result last year. VW of America senior vice president of after sales David Durant attributed the improvement to actions the brand has taken over the last 18 to 24 months.
Volkswagen was particularly strong when customers scheduled service by phone. The myVW app also provided customers with another option for booking appointments.
Volvo Takes Second Place
Volvo ranked second with a score of 71 out of 100, improving 13 points from last year.
The brand’s results contrasted with Volkswagen’s performance. Volvo performed better with online scheduling, with 100% of website requests tested resulting in a specific appointment date and time.
However, weaker phone-booking performance prevented Volvo from taking the top spot.
Industry Scores Improve
The study found that the automotive industry as a whole improved from 2025, with the average score increasing seven points to 66 out of 100.
Acura, BMW, Mazda, and Nissan tied at 70 points. Cadillac, Honda, MINI, and Porsche followed with 69 points.
At the bottom of the rankings were Alfa Romeo with 45 points, Ram with 52 points, Dodge with 55 points, Genesis with 58 points, and Lincoln with 59 points.
What the Study Measures
The Pied Piper findings represent one study, but they may still be useful for car buyers considering the quality of the after-sales customer experience.
Another study worth considering is the J.D. Power U.S. Customer Service Index (CSI) Study. Unlike Pied Piper’s research, which tests how effectively dealerships handle attempts to schedule service, the J.D. Power study measures the broader dealership service experience.
The latest J.D. Power U.S. CSI Study ranked Porsche first among premium brands, followed by Infiniti, Lexus, and Jaguar, with Cadillac and Lincoln tied next. In the mass-market category, Mini led the rankings, followed by Subaru, Buick, and Ford, while Mazda and Nissan tied next.
