Welcome to the Service Department Benchmarks Page!

Warranty Receivables
25% of one month's warranty parts & labor sales. (NADA)

Service Absorption
Service only w/ body shop  -  30% (NADA)
Service only w/o body shop - 35% (NADA)
Body Shop only - 10% (NADA)
Parts & Service - 70 - 100% (Ford)

Sales Productivity
120% sale of hours available (NADA)

Gross Retention
All Categories - 72% or greater (NADA)
All Categories - 75% to 78% (NetProfit Inc.)
All Categories - 72.2% (Chrysler - Groups 1 & 2)
All Categories - 70.1% (Chrysler - Group 3)
All Categories - 71.8% (Chrysler - Groups 4 & 5)
Customer Labor - 70.1% (Chrysler - Groups 1 & 2)
Customer Labor - 71.1% (Chrysler - Group 3)
Customer Labor - 72.4% (Chrysler - Groups 4 & 5)
Service Contract Labor - 68.0% (Chrysler - Groups 1 & 2)
Service Contract Labor - 70.8% (Chrysler - Group 3)
Service Contract Labor - 71.0% (Chrysler - Groups 1 & 2)
Warranty Labor - 70.4% (Chrysler - Groups 1 & 2)
Warranty Labor - 73.2% (Chrysler - Group 3)
Warranty Labor - 74.1% (Chrysler - Groups 4 & 5)
Internal Labor - 70.8% (Chrysler - Groups 1 & 2)
Internal Labor - 71.8% (Chrysler - Group 3)
Internal Labor - 73.1% (Chrysler - Groups 4 & 5)​

Technician Efficiency 
125% factory manual (NADA)
135% Chilton, Motors & others(NADA)
120%+ Domestic (NetProfit Inc.)
130%+ Import (NetProfit Inc.)

Technician Proficiency
120% (NADA)

Technician Productivity
87.5% (NADA)

Stall Utilization/Productivity
75% minimum (NADA)
100% (NetProfit Inc.)

Technician to Support Personnel Ratio
2 to 1 (NADA)
50% - less than 8 technicians (NetProfit Inc.)
40% - more than 8 technicians (NetProfit Inc.)

Support Wages, Excluding Benefits (working directly for service)
25% or less of service gross profit (NetProfit Inc.)

Customer Follow-up Contact Rate
100% (NADA)

Body Shop Technician Efficiency
Apprentice - 100% (NADA)
Journeyman - 150% (NADA)
Master - 200 to 300% (NADA)

Body Shop Gross Profit Percent Sales Guide
Total department - 43% to 55% (NADA)
Labor - 65% (NADA)
Parts - 30% - 35% (NADA)
Paint & Material - 40% (NADA)

Hours Per Customer Repair Order
2.3 to 2.8 (NetProfit Inc.)
2.0 (NADA)

Customer Visits Per Year
2.3 (NetProfit Inc.)

Labor Hours Per Month Per Technician
192+ Domestic (NetProfit Inc.)
208+ Import (NetProfit Inc.)

Techicians Per Service Advisor
5 - 6 (NetProfit Inc.)

Repair Orders Per Service Advisor
15 - 20 per day (NetProfit Inc.)

Service Advisor Pay % Gross
7 - 8% (NetProfit Inc.)

Compensation Expense - Mechanical
38.3% of gross (Chrysler - Groups 1 & 2)
39.1% of gross (Chrysler - Group 3)
39.1% of gross (Chrysler - Groups 4 & 5)

Compensation Expense - Body & Paint
34.7% of gross (Chrysler - Groups 1 & 2)
37.8% of gross (Chrysler - Group 3)
37.0% of gross (Chrysler - Groups 4 & 5)

Training Expense - Mechanical
3.4% of gross (Chrysler - Groups 1 & 2)
2.6% of gross (Chrysler - Groups 3)
1.8% of gross (Chrysler - Groups 4 & 5)

Training Expense - Body & Paint
1.0% of gross (Chrysler - Groups 1 & 2)
0.8% of gross (Chrysler - Group 3)
0.8% of gross (Chrysler - Groups 4 & 5)

Policy and Goodwill Costs - Mechanical
2% (NetProfit Inc.)
3.3%of gross (Chrysler - Groups 1 & 2)
3.4% of gross (Chrysler - Group 3)
3.1% of gross (Chrysler - Groups 3, 4 & 5)

Policy and Goodwill Costs - Body & Paint
1.5% of gross (Chrysler - Groups 1 & 2)
1.8% of gross (Chrysler - Groups 3)
2.0% of gross (Chrysler - Groups 4 & 5)

Advertising and Discounts - Mechanical
2 - 3% (NetProfit Inc.)
3.6% of gross (Chrysler - Groups 1 & 2)
3.5% of gross (Chrysler - Groups 3)
3.2% of gross (Chrysler - Groups 4 & 5)

Advertising and Discounts - Body & Paint
1.2% of gross (Chrysler - Groups 1 & 2)
2.1% of gross (Chrysler - Groups 3)
1.4% of gross (Chrysler - Groups 4 & 5)

Supplies/Tools Expense - Mechanical
4.7% of gross (Chrysler - Groups 1 & 2)
2.8% of gross (Chrysler - Groups 3)
1.2% of gross (Chrysler - Groups 4 & 5)

Supplies/Tools Expense - Body & Paint
9.4% of gross (Chrysler - Groups 1 & 2)
7.6% of gross (Chrysler - Groups 3)
6.9% of gross (Chrysler - Groups 4 & 5)

Net Profit(after all expenses)
30 - 35% of service gross profit (NetProfit Inc.)
49.6% of gross (Chrysler - Groups 1 & 2)
49.5% of gross (Chrysler - Groups 3)
54.4% of gross (Chrysler - Groups 4 & 5)

Departmental Gross Profit as a Percent of Total Dealership Gross Profit
23.5% (Chrysler  - Groups 1 & 2)
24.1% (Chrysler  - Group 3)
26.3% (Chrysler  - Groups 4 & 5)


(Chrysler) -  2012 Chrysler Profitable Dealer Guide
(Ford) 2011 Ford Accounting Manual
(NADA) - 2011 NADA Dealership Operations Mini-Guide www.nada.org
(ADMI) www.admi-usa.com
(Net Profit Inc.)  Net Profit Inc. www.npinc.com