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Auto Service, Maintenance and Repair - US - December 2014

“While growth in the auto service and repair market is slow and steady, many factors are changing the dynamics of how overall revenues are distributed. Dealerships continue to gain an advantage due to free maintenance programs, while independents and others can push back by updating the image of their technicians to match the industry’s new technological requirements.” 
– Tim Healey, Research Analyst, Automotive

This report answers the following key questions:

  • Can preventive care be marketed as a money-saving tool? 
  • How can non-dealerships continue to compete?
  • How can brands market their experts?

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Table of contents

  1. Scope and Themes

    • What you need to know
      • Definition
        • Data sources
          • Sales data
            • Consumer survey data
              • Abbreviations and terms
                • Abbreviations
                  • Terms
                  • Executive Summary

                      • The market
                        • Consumer expenditures on auto maintenance top $160 billion
                          • Figure 1: Total consumer expenditures and fan chart forecast for auto maintenance and repair parts and services, 2009-19
                        • Vehicle age at an all-time high, creating more demand for repair
                          • Figure 2: Average age of cars, light trucks, and total light vehicles, 2002-13
                        • The consumer
                          • One third of respondents choose dealerships for auto service
                            • Figure 3: Where auto service or repair was completed, September 2014
                          • Three quarters of respondents performing preventive maintenance
                            • Figure 4: Type of service/repair last done on vehicle, September 2014
                          • Most auto work is preventive, routine
                            • Figure 5: Specific components worked on at last service or repair, September 2014
                          • Men spend far more than women on maintenance and repairs
                            • Figure 6: Average amount spent on vehicle maintenance/repairs in past two years, by gender, September 2014
                          • Divergence in attitudes and behaviors between ages
                            • Figure 7: Attitudes toward auto maintenance, by age, September 2014
                          • Young consumers eager for instruction
                            • Figure 8: Attitudes toward auto ownership, care, and maintenance, by age, September 2014
                          • What we think
                          • Issues and Insights

                              • Can preventive care be marketed as a money-saving tool?
                                • The issues
                                  • The implications
                                    • How can non-dealerships continue to compete?
                                      • The issues
                                        • The implications
                                          • How can brands market their experts?
                                            • The issues
                                              • The implications
                                              • Trend Application

                                                  • Trend: Influentials
                                                    • Trend: Locavore
                                                      • Trend: Survival Skills
                                                      • Market Size and Forecast

                                                        • Key points
                                                          • Consumer expenditures on auto maintenance top $160 billion
                                                            • Figure 9: Total US consumer expenditures for auto maintenance and repair parts and services, at current prices, 2009-19
                                                            • Figure 10: Total US consumer expenditures for auto maintenance and repair parts and services, at inflation-adjusted prices, 2009-19
                                                          • Fan chart forecast
                                                              • Figure 11: Total US consumer expenditures and fan chart forecast for auto maintenance and repair parts and services, 2009-19
                                                          • Market Drivers

                                                            • Key points
                                                              • Average age of vehicles at all-time high
                                                                • Figure 12: Average age of cars, light trucks, and total light vehicles, 2002-14
                                                              • Far fewer dealerships now than pre-recession
                                                                • Manufacturers offering free maintenance incentives
                                                                  • Tesla’s downloadable software upgrade foreshadows future
                                                                    • Right to Repair Act still in legal motion
                                                                    • Retail Channels

                                                                      • Key points
                                                                        • Dealers, independents popular while franchises highly segmented
                                                                          • Figure 13: Retail stores visited and services received – Tune-up, April 2013-June 2014
                                                                        • Dealerships account for approximately half of car service expenditures
                                                                          • Figure 14: Automotive dealers’ total service and parts sales (Franchise dealers), 2004-13
                                                                        • Number of dealerships in steady decline
                                                                          • Figure 15: Number of dealerships selling new cars, 2003-13
                                                                        • Service and repair account for 11.6% of dealership profits
                                                                          • Figure 16: Automotive dealerships’ revenue split, by new, used sales and service, share of total sales dollars (Franchise dealers), 2002 vs 2013
                                                                        • Dealerships competing with “quick lube” services
                                                                          • Figure 17: Breakdown of franchise dealership service and parts operations, average dealership vs all dealer totals, 2013
                                                                        • Franchise sector highly fragmented
                                                                          • Pep Boys
                                                                            • Jiffy Lube
                                                                              • Firestone
                                                                                • TBC Corporation
                                                                                  • Driven Brands
                                                                                    • Goodyear Tire & Service
                                                                                      • AAMCO Transmissions
                                                                                        • Monro Muffler Brake
                                                                                        • Innovations and Innovators

                                                                                          • Hyundai Blue Link infotainment provides Car Care features
                                                                                            • Consumers benefit from convenience and competition with apps
                                                                                            • Marketing Strategies

                                                                                              • Quanz Auto Care emphasizes local touch
                                                                                                • Figure 18: Quanz ad, brothers, July 2014
                                                                                              • Pep Boys rebrands with relationship-based message
                                                                                                • Figure 19: Pep Boys ad, The boys will get you there, July 2013
                                                                                              • AutoZone partners with fighter Chuck Liddell to show durability
                                                                                                • Figure 20: AutoZone ad, Duralast battery walk the walk, March 2014
                                                                                              • GMC markets free Pro Grade maintenance program
                                                                                                • Figure 21: GMC ad, pull the chains, March 2013
                                                                                            • Automotive Services Completed

                                                                                              • Key points
                                                                                                • Tire rotation most common auto service
                                                                                                  • Figure 22: Automotive services completed in last 12 months, April 2013-June 2014
                                                                                                • Maintenance service more common as household income rises
                                                                                                  • Figure 23: Automotive services completed in last 12 months, by household income, April 2013-June 2014
                                                                                              • Household Vehicle Ownership

                                                                                                • Key points
                                                                                                  • Most households own one or two vehicles
                                                                                                    • Figure 24: Number of vehicles in household, September 2014
                                                                                                  • More affluent households own more cars
                                                                                                    • Figure 25: Number of vehicles in household, by household income, September 2014
                                                                                                  • Passenger car most common vehicle type
                                                                                                    • Figure 26: Type of vehicles owned, by gender and age, September 2014
                                                                                                  • SUVs/crossovers become more common as household income increases
                                                                                                    • Figure 27: Type of vehicles owned, by household income, September 2014
                                                                                                  • New cars slightly more favored
                                                                                                    • Figure 28: New, used, or CPO, by gender and age, September 2014
                                                                                                • Where Auto Service or Repair was Completed

                                                                                                  • Key points
                                                                                                    • One third of respondents complete service at dealerships
                                                                                                      • Figure 29: Where auto service or repair was completed, September 2014
                                                                                                    • Older consumers far more likely to visit dealership for repairs
                                                                                                      • Figure 30: Where auto service or repair was completed, by age, September 2014
                                                                                                    • Dealerships most popular among more affluent consumers
                                                                                                      • Figure 31: Where auto service or repair was completed, by household income, September 2014
                                                                                                    • Big box retailers twice as popular among parents
                                                                                                      • Figure 32: Where auto service or repair was completed, by presence of children in household, September 2014
                                                                                                    • How car purchased (new/used) determines where serviced or repaired
                                                                                                      • Figure 33: Where auto service or repair was completed, by new, used, or CPO, September 2014
                                                                                                  • Type of Service/Repair

                                                                                                    • Key points
                                                                                                      • Three quarters of repair work is for preventive maintenance
                                                                                                        • Figure 34: Type of service/repair last done on vehicle, by age, September 2014
                                                                                                      • Parents, performing less routine maintenance, need more repairs
                                                                                                        • Figure 35: Type of service/repair last done on vehicle, by presence of children in household, September 2014
                                                                                                      • Preventive maintenance often performed at dealerships
                                                                                                        • Figure 36: Type of service/repair last done on vehicle, by where auto service or repair was completed, September 2014
                                                                                                    • Method of Payment for Last Purchase of Service/Repair or Parts

                                                                                                      • Key points
                                                                                                        • Younger consumers having service paid by provider
                                                                                                          • Figure 37: Method of payment for last purchase of service, repair, or parts, by gender and age, September 2014
                                                                                                        • Provider more likely to pay for more affluent consumers’ car service
                                                                                                          • Figure 38: Method of payment for last purchase of service, repair, or parts, by household income, September 2014
                                                                                                        • New cars twice as likely to be paid for by provider
                                                                                                          • Figure 39: Method of payment for last purchase of service, repair, or parts, by new, used, or CPO, September 2014
                                                                                                      • Specific Components Worked on at Last Service or Repair

                                                                                                        • Key points
                                                                                                          • Most auto work is preventive maintenance
                                                                                                            • Figure 40: Specific components worked on at last service or repair, by age, September 2014
                                                                                                          • Household income has little effect on type of repair
                                                                                                            • Figure 41: Specific components worked on at last service or repair, by household income, September 2014
                                                                                                          • Used car owners performing more preventive engine maintenance than new car owners
                                                                                                            • Figure 42: Specific components worked on at last service or repair, by new, used, or CPO, September 2014
                                                                                                          • Big box retailers visited for many types of work
                                                                                                            • Figure 43: Specific components worked on at last service or repair, by where auto service or repair was completed, part 1, September 2014
                                                                                                          • DIYers focus on engine preventive, tires, and brakes
                                                                                                            • Figure 44: Specific components worked on at last service or repair, by where auto service or repair was completed, part 2, September 2014
                                                                                                        • Amount Spent on Vehicle Maintenance/Repairs

                                                                                                          • Key points
                                                                                                            • Consumers spend $1,700 on vehicle maintenance and repairs
                                                                                                              • Figure 45: Amount spent on vehicle maintenance/repairs in past two years, by gender, September 2014
                                                                                                            • 25-34 year-old consumers spend far more on vehicle maintenance
                                                                                                              • Figure 46: Amount spent on vehicle maintenance/repairs in past two years, by age, September 2014
                                                                                                            • Amount spent on maintenance/repairs increases with household income
                                                                                                              • Figure 47: Amount spent on vehicle maintenance/repairs in past two years, by household income, September 2014
                                                                                                            • New vehicles cost the most to repair and maintain
                                                                                                              • Figure 48: Amount spent on vehicle maintenance/repairs in past two years, by new, used or CPO, September 2014
                                                                                                          • Attitudes toward Auto Maintenance

                                                                                                            • Key points
                                                                                                              • Majority of consumers don’t service their vehicles regularly
                                                                                                                • Figure 49: Attitudes toward auto maintenance, by gender, September 2014
                                                                                                              • Divergence in attitudes between ages
                                                                                                                  • Figure 50: Attitudes toward auto maintenance, by age, September 2014
                                                                                                                • Less affluent looking for affordable, local repair shop
                                                                                                                  • Figure 51: Attitudes toward auto maintenance, by household income, September 2014
                                                                                                                • New car owners more responsive to maintenance signals
                                                                                                                  • Figure 52: Attitudes toward auto maintenance, by new, used, or CPO, September 2014
                                                                                                              • Attitudes toward Auto Ownership, Care and Maintenance

                                                                                                                • Key points
                                                                                                                  • Men far more likely than women to be auto enthusiasts
                                                                                                                    • Figure 53: Attitudes toward auto ownership, care, and maintenance, by gender, September 2014
                                                                                                                  • Young consumers eager for instruction
                                                                                                                    • Figure 54: Attitudes toward auto ownership, care, and maintenance, by age, September 2014
                                                                                                                  • Less affluent consider car as method to get from point A to point B
                                                                                                                    • Figure 55: Attitudes toward auto ownership, care, and maintenance, by household income, September 2014
                                                                                                                  • Car maintenance can provide an “escape” for parents
                                                                                                                    • Figure 56: Attitudes toward auto ownership, care, and maintenance, by presence of children in household, September 2014
                                                                                                                • Impact of Race and Hispanic Origin

                                                                                                                  • Key points
                                                                                                                    • Hispanics far less likely to complete service at dealership
                                                                                                                      • Figure 57: Where auto service or repair was completed, by race/Hispanic origin, September 2014
                                                                                                                    • Blacks, Hispanics do less preventive work, suffer more repair
                                                                                                                      • Figure 58: Type of service/repair last done on vehicle, by race/Hispanic origin, September 2014
                                                                                                                    • Hispanics paid an average of $2,531 on recent repairs
                                                                                                                      • Figure 59: Amount spent on vehicle maintenance/repairs in past two years, by race/Hispanic origin, September 2014
                                                                                                                    • Hispanics, less likely to perform service, not necessarily drawn to local
                                                                                                                      • Figure 60: Attitudes toward auto maintenance, by race/Hispanic origin, September 2014
                                                                                                                    • Blacks and Hispanics purchase automotive accessories
                                                                                                                      • Figure 61: Attitudes toward auto ownership, care, and maintenance, by race/Hispanic origin, September 2014
                                                                                                                  • Appendix – Other Useful Consumer Tables

                                                                                                                    • Household vehicle ownership
                                                                                                                      • Figure 62: Number of vehicles in household, by race/Hispanic origin, September 2014
                                                                                                                      • Figure 63: Type of vehicles owned, by race/Hispanic origin, September 2014
                                                                                                                    • New, used, or CPO
                                                                                                                      • Figure 64: New, used, or CPO, by household income, September 2014
                                                                                                                      • Figure 65: New, used, or CPO, by race/Hispanic origin, September 2014
                                                                                                                    • Where auto service or repair was completed
                                                                                                                      • Figure 66: Where auto service or repair was completed, by method of payment for last purchase of service, repair, or parts, September 2014
                                                                                                                      • Figure 67: Where auto service or repair was completed, by number of vehicles in household, September 2014
                                                                                                                      • Figure 68: Where auto service or repair was completed, by type of vehicles owned, September 2014
                                                                                                                    • Type of service/repair completed
                                                                                                                      • Figure 69: Type of service/repair last done on vehicle, by household income, September 2014
                                                                                                                      • Figure 70: Type of service/repair last done on vehicle, by type of vehicles owned, September 2014
                                                                                                                      • Figure 71: Type of service/repair last done on vehicle, by new, used, or CPO, September 2014
                                                                                                                      • Figure 72: Type of service/repair last done on vehicle, by where auto service or repair was completed, September 2014
                                                                                                                      • Figure 73: Type of service/repair last done on vehicle, by method of payment for last purchase of service, repair, or parts, September 2014
                                                                                                                    • Method of payment for last purchase
                                                                                                                      • Figure 74: Method of payment for last purchase of service, repair, or parts, by presence of children in household, September 2014
                                                                                                                      • Figure 75: Method of payment for last purchase of service, repair, or parts, by type of vehicles owned, September 2014
                                                                                                                      • Figure 76: Method of payment for last purchase of service, repair, or parts, by race/Hispanic origin, September 2014
                                                                                                                    • Specific components worked on
                                                                                                                      • Figure 77: Specific components worked on at last service or repair, by gender, September 2014
                                                                                                                      • Figure 78: Specific components worked on at last service or repair, by presence of children in household, September 2014
                                                                                                                      • Figure 79: Specific components worked on at last service or repair, by type of vehicles owned, September 2014
                                                                                                                      • Figure 80: Specific components worked on at last service or repair, by race/Hispanic origin, September 2014
                                                                                                                      • Figure 81: Specific components worked on at last service or repair, by type of service/repair last done on vehicle, September 2014
                                                                                                                    • Amount spent on vehicle maintenance
                                                                                                                      • Figure 82: Amount spent on vehicle maintenance/repairs in past two years, by presence of children in household, September 2014
                                                                                                                      • Figure 83: Amount spent on vehicle maintenance/repairs in past two years, by type of vehicles owned, September 2014
                                                                                                                    • Attitudes toward auto maintenance
                                                                                                                      • Figure 84: Attitudes toward auto maintenance, by presence of children in household, September 2014
                                                                                                                      • Figure 85: Attitudes toward auto maintenance, by type of vehicles owned, September 2014
                                                                                                                    • Attitudes toward auto ownership, care, and maintenance
                                                                                                                      • Figure 86: Attitudes toward auto ownership, care, and maintenance, by new, used, or CPO, September 2014
                                                                                                                      • Figure 87: Attitudes toward auto ownership, care, and maintenance, by type of vehicles owned, September 2014
                                                                                                                  • Appendix – Trade Associations

                                                                                                                    Companies Covered

                                                                                                                    • Advance Auto Parts Inc
                                                                                                                    • AutoZone, Inc
                                                                                                                    • Bridgestone Americas Holding Inc.
                                                                                                                    • Bridgestone/Firestone Retail & Commercial Operations LLC
                                                                                                                    • Discount Tire Co
                                                                                                                    • Driven Brands, Inc.
                                                                                                                    • Ford Motor Company (USA)
                                                                                                                    • Hyundai Motor America
                                                                                                                    • Jiffy Lube International
                                                                                                                    • Meineke
                                                                                                                    • Midas Group
                                                                                                                    • O'Reilly Automotive, Inc
                                                                                                                    • Shell Oil Products US
                                                                                                                    • TBC Corporation
                                                                                                                    • The Goodyear Tire & Rubber Company
                                                                                                                    • The Pep Boys - Manny, Moe & Jack
                                                                                                                    • Walmart Stores (USA)

                                                                                                                    Auto Service, Maintenance and Repair - US - December 2014

                                                                                                                    £3,199.84 (Excl.Tax)