In the automotive industry, the journey doesn’t end with a vehicle sale, it continues through the aftermarket service experience. For most OEMs, aftermarket services account for 40–50% of overall profitability, making dealer service networks a critical driver of both revenue and brand loyalty.
However, dealer networks face mounting challenges: rising customer expectations, inconsistent service quality across outlets, operational inefficiencies, and growing competition from independent workshops. Customers today demand faster turnaround times, transparent pricing, and seamless digital interactions standards that not all networks are equipped to deliver uniformly.
This is where aftermarket operational benchmarking becomes indispensable. By systematically comparing dealer service operations across performance, cost efficiency, digital adoption, and customer experience metrics, automakers can identify gaps, replicate best practices, and build stronger, more consistent service ecosystems that drive customer trust and long-term retention.
Nexdigm’s Aftermarket Operational Benchmarking Approach
At Nexdigm, we help automotive companies turn their dealer service networks into a strategic advantage. Our aftermarket benchmarking approach focuses on evaluating both operational efficiency and customer-facing excellence, enabling OEMs to create consistent, profitable, and future-ready service ecosystems.
- Dealer Network KPI Mapping: We benchmark service outlets on critical indicators such as turnaround time, labor productivity, spare parts availability, warranty claims management, and revenue per outlet.
- Cross-Network Performance Comparison: Our analysis highlights variations across urban, semi-urban, and rural outlets, identifying best practices that can be replicated system-wide.
- Customer-Centric Benchmarking: We assess service quality indices, Net Promoter Score (NPS), digital feedback tools, and complaint resolution speed to align operations with customer expectations.
- Cost & Efficiency Analysis: We evaluate cost-per-service and operational overheads to identify opportunities for pricing optimization and efficiency gains.
- Actionable Recommendations: Our benchmarking studies conclude with tailored strategies from improving service processes and integrating digital platforms to strengthening aftermarket profitability.
With this structured approach, Nexdigm empowers automotive players to unlock dealer efficiency, enhance customer experience, and maximize aftermarket revenues.
Strategic Value for Automotive Clients
Aftermarket operational benchmarking delivers value far beyond efficiency it directly strengthens brand reputation and customer retention. With Nexdigm’s approach, automotive clients gain:
- Enhanced Customer Loyalty: Consistent, high-quality service experiences across dealer networks build stronger trust and long-term relationships.
- Profitability Growth: Optimized dealer operations increase revenue per outlet and improve margins in the high-value aftermarket segment.
- Operational Consistency: Benchmarking ensures uniform service standards, reducing variation across locations and boosting brand credibility.
- Competitive Differentiation: By adopting best practices in digital service platforms, predictive maintenance, and ESG compliance, OEMs gain an edge over both traditional competitors and independent workshops.
In essence, aftermarket operational benchmarking enables automotive companies to turn service networks into a powerful lever for growth and resilience.
To take the next step, simply visit our Request a Consultation page and share your requirements with us.
Harsh Mittal
+91-8422857704