Aging trucks, automated manual transmission service and the impact of service quality on service volume in Q3 of 2023 were all big talking points in catching up with Nick Pittinger, director of data services, Decisiv, who dropped into the FE Unscripted studio with an exclusive fresh set of truck service data pulled from the massive Decisiv service network.
“We’ve seen some increased consistency in the service transaction activity over the last few quarters that came after the sharp rise of service transactions in 2023 Q1,” Pittinger explained when asked about the long-term trends that we’ve been discussing since Q1 service trends were shared mid last year. (Click here to catch up on that episode.) “With more service activity happening within the ecosystem itself, one reason that we kind of think for that is that there is a slow arrival of new trucks over earlier in the year. As that has started to ease, we see that those new trucks and others are coming in for service.”
The third quarter of 2023 witnessed a modest rebound in service activities, registering a 1.1% increase from the previous quarter and a more significant 6.4% rise on a year-over-year basis. This trend reflects a gradual recovery and adjustment in the fleet service sector, following a slight downturn observed in Q2. The analysis, derived from the extensive service network of Decisive, points to a steady demand for maintenance and repair services, driven in part by the delayed integration of new trucks into fleets earlier in the year.
Among the various service needs, the cab and sheet metal system has emerged as a significant area of focus, with an approximately 11% increase in operations year over year, Pittinger noted. This uptick is largely attributed to an increase in specific maintenance operations, including windshield wiper motor repairs, mud flap replacements, and a series of recalls targeting fairings and hood repairs.
AMT service was a trend that we continue to track. It saw a notable increase in service activity, with a 7.9% rise quarter over quarter and a significant 34.5% jump year over year. Despite these increases, AMT-related services account for only a small fraction of total operations, emphasizing the importance of monitoring a wide range of service demands to ensure comprehensive fleet maintenance.
Pittinger provided a detailed breakdown of service operations by truck age that underscored a nearly even distribution of service activities among trucks of varying ages, from brand new to those nine years and older. This balance indicates a mix of newer and older trucks within fleets, each presenting unique service challenges and needs. The data suggests that while newer trucks are gradually being integrated into fleets, older vehicles continue to constitute a substantial portion of the service demand, underscoring the ongoing challenge of managing fleet lifecycle and maintenance strategies effectively.
Service quality and quantity
A new data point that we discussed was the quality of truck service being performed. Best practices among truck service locations are shown to significantly enhance customer experiences, characterized by improved communication, faster service times, and increased bay utilization. Pittinger explained Decisiv “tranches,” a method of evaluating dealer performance based on a set of metrics that encompass best practices in service management. Dealers ranking in the top tier of this evaluation system are found to experience a 39% increase in service cases and a 15% reduction in dwell time, highlighting the direct correlation between adherence to best practices and service performance outcomes.
Watch the video above for all of the truck service data trend insight.
Truck service trends so far
A look back at Q1 and Q2 2023 truck service trends.
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