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.)
Customer Labor - 60 - 70% (Chrysler - Groups 1, 2 & 3)
Customer Labor - 70 - 75% (Chrysler - Groups 4 & 5)
Service Contract Labor - 65 - 70% (Chrysler - All Groups)
Warranty Labor - 65 - 70% (Chrysler - All Groups)
Internal Labor - 55 - 60% (Chrysler - All Groups)

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% of gross (Chrysler - Groups 1, 2 & 3)
37% of gross (Chrysler - Groups 4 & 5)

Compensation Expense - Body & Paint
33.0% of gross (Chrysler - Groups 1, 2 & 3
36.0% of gross (Chrysler - Groups 4 & 5)

Training Expense - Mechanical
3.6% of gross (Chrysler - Groups 1 & 2)
2.7% of gross (Chrysler - Groups 3)
2.3% of gross (Chrysler - Groups 4 & 5)

Training Expense - Body & Paint
1.0% of gross (Chrysler - Groups 1, 2 & 3)
0.4% of gross (Chrysler - Groups 4 & 5)

Policy and Goodwill Costs - Mechanical
2% (NetProfit Inc.)
3.2% of gross (Chrysler - Groups 1 & 2)
3.3% of gross (Chrysler - Groups 3)
2.8% of gross (Chrysler - Groups 3, 4 & 5)

Policy and Goodwill Costs - Body & Paint
1.6% of gross (Chrysler - Groups 1 & 2)
1.8% of gross (Chrysler - Groups 3)
1.5% of gross (Chrysler - Groups 4 & 5)

Advertising and Discounts - Mechanical
2 - 3% (NetProfit Inc.)
4.8% of gross (Chrysler - Groups 1 & 2)
5.0% of gross (Chrysler - Groups 3)
5.0% of gross (Chrysler - Groups 4 & 5)

Advertising and Discounts - Body & Paint
1.6% of gross (Chrysler - Groups 1 & 2)
1.7% of gross (Chrysler - Groups 3)
1.6% of gross (Chrysler - Groups 4 & 5)

Supplies/Tools Expense - Mechanical
4.3% of gross (Chrysler - Groups 1 & 2)
2.2% of gross (Chrysler - Groups 3)
1.3% of gross (Chrysler - Groups 4 & 5)

Supplies/Tools Expense - Body & Paint
9.8% of gross (Chrysler - Groups 1 & 2)
7.2% of gross (Chrysler - Groups 3)
7.0% of gross (Chrysler - Groups 4 & 5)

Net Profit(after all expenses)
30 - 35% of service gross profit (NetProfit Inc.)
44% of gross (Chrysler - Groups 1 & 2)
45% of gross (Chrysler - Groups 3)
48% of gross (Chrysler - Groups 4 & 5)

Departmental Gross Profit as a Percent of Total Dealership Gross Profit
20% (Chrysler  - Groups 1 & 2)
21% (Chrysler  - Group 3)
24% (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