The Hidden Cost of Distance Selling
13 April 2026 by Curtis Hutchinson
Distance used car selling is having a negative impact on aftersales and customer retention, finds JudgeService
Franchised dealers over-relying on distance used car sales could be limiting their workshop utilisation and customer retention rates.
The JudgeService Barometer found 51% of customers who had purchased a used car from a dealer within a five mile radius also took out service plans. This dipped to 47% for those travelling 5-10 miles and to 40% for 10-25 miles.
However, the rate fell to 32% for those travelling 25-50 miles and 25% for distances over 50 miles.
The research also identified servicing as the single biggest driver of retention with 76% of repeat buyers staying with the dealer servicing their last car.
Furthermore, 69% of used car customers who are offered a service plan but who do not buy one, will still use the dealer for servicing. This falls to 47% when a service plan is not offered.
Commenting on the finding Neil Addley, managing director of JudgeService, said: “The distance selling of used cars has become an increasingly important part of franchised dealer activities, however for some businesses it can create a disconnect between sales and service departments.
“Our research reveals the high volume of service plans sold to used car buyers living within 10 miles of the dealers they purchased from. This highlights the importance of winning and nurturing local customers and the vital role played by service departments in driving retention when customers buy their next car.
“Distance sales have an important role to play in managing stock and hitting sales targets but they are often one-off hits that need to be part of a balanced strategy that also focuses on building loyal local sales and aftersales customers.”
Further details and comments available from Neil Addley on 07795 665927 or neil@judgeservice.com.
About JudgeService
Launched in 2011 by Neil Addley, JudgeService is the UK’s only customer review platform developed exclusively for the car retailing sector. By ensuring all reviews are verified and genuine, JudgeService builds a solid foundation of trust and respect between customers and sellers enabling car retailers to actively manage their online reputations.
JudgeService shares granular insight reports with dealers to help them identify opportunities to improve customer satisfaction levels, with many achieving 100% recommendation scores.
Based in Harrogate, North Yorkshire, JudgeService has published over 1 million customer reviews and is used by over 2,000 franchised, independent and car supermarket sites across the UK.
Issued by Curtis Hutchinson Communications
