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J.D. Power: Text Is Now the Preferred Communication Channel for Service
The 2023 J.D. Power U.S. Customer Service Index Study, which tracks dealership service experience across the industry. Key finding: 54% of Gen X, Y, and Z service customers now prefer text messaging over phone calls for service updates, and dealerships send simple text messages 21% of the time to update customers versus 17% for phone calls. Foundational data point for why Olelo's SMS alert system matters to staff and customers alike.