After the Handshake
Buying a car is only the beginning of the ownership experience, with after-sales service playing an important role in keeping it on the road. However, a study from benchmarking firm Pied Piper found that one in six customers who call a dealership for service can’t secure an appointment for a specific date and time, highlighting persistent shortcomings in the service-booking process.
What makes it more noteworthy is that 70% to 80% of dealer profits come from fixing cars, according to Pied Piper CEO Fran O’Hagan via Automotive News. As such, there seems to be work to be done for dealerships here, especially considering O’Hagan’s claim that dealers, on average, lose half of their new-car sales customers from service within two years. The good news is that 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 – shared its findings on which brands do it best in 2026.
Volkswagen
How the Brands Stack Up
Out of the 6,538 service requests submitted across 33 automotive brands and four independent service brands, Volkswagen led the rankings with a score of 73 out of 100. That’s 11 points higher than its score last year, which VW of America senior vice president of after sales David Durant attributed to actions the brand has taken over the last 18 to 24 months. The automaker was especially strong at scheduling by phone, while the myVW app provided another booking option.
Second on the list is Volvo with a score of 71 out of 100, 13 points higher than last year. This is an interesting case, given that its results were almost the opposite of VW’s. The Swedish marque performed better in online scheduling, with 100% of website requests tested resulting in a specific appointment date and time. On the other hand, poor phone-booking performance cost it the top spot.
The study found that the overall industry improved from 2025, with the average score rising seven points to 66 out of 100. Acura, BMW, Mazda, and Nissan tied at 70 points, followed by Cadillac, Honda, MINI, and Porsche at 69 points. The five worst-performing brands on the list were Alfa Romeo with 45 points, Ram with 52 points, Dodge with 55 points, Genesis with 58 points, and Lincoln with 59 points.
Volvo
Something to Keep in Mind
Again, these findings are just one study. But car buyers can still take them into consideration, especially those who may want a more seamless customer experience in the after-sales department.
Another adjacent study worth looking at is the J.D. Power U.S. Customer Service Index (CSI) Study, which, unlike Pied Piper’s study that tests how well dealerships handle attempts to schedule service, measures the broader dealership service experience. The latest J.D. Power U.S. CSI Study showed Porsche leading the premium brands, followed by Infiniti, Lexus, and Jaguar, with Cadillac and Lincoln tied next. Meanwhile, Mini led the mass-market category, followed by Subaru, Buick, and Ford, with Mazda and Nissan tied next.
Cole Attisha