With static or slightly reduced new car sales over the last few years, and many new cars coming onto the market only needing serviced every 18 months, it is becoming even more important to slow the defection rate of older vehicles, especially those aged four to six years old.

Pat Reininger will present some data from Polk’s forecasting model to illustrate how the age and the structure of the vehicle parc is changing, and at the impact of extended servicing periods and reducing warranty load. He will also quantify the financial impact of customer loyalty – or lack of it – and identify some potential growth areas in aftersales for the franchised dealer network.