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Auto Service, Maintenance and Repair - US - December 2015

“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. Overview

    • What you need to know
      • Definition
      • Executive Summary

        • The issues
          • Today’s consumer is in search of good service
            • Figure 1: Factors influencing choice of repair facility, September 2015
          • Consumers don’t always pay for recommended repairs
            • Figure 2: Attitudes towards maintenance, September 2015
          • The opportunities
            • Good customer service trumps all
              • Figure 3: Total US sales and fan chart forecast of auto service maintenance, and repair, at current prices, 2010-20
            • The price can be right
              • What it means
              • The Market – What You Need to Know

                • Growth expected going forward
                  • A booming new-car market means there will be more cars to fix
                    • More miles driven means more wear and tear
                    • Market Size and Forecast

                      • Growth expected over the next five years
                        • Figure 4: Total US sales and fan chart forecast of auto service, maintenance, and repair, at current prices, 2010-20
                        • Figure 5: Total US consumer expenditures for auto maintenance and repair parts and services, at current prices, 2010-20
                    • Market Perspective

                      • Burgeoning new-car market and shift in consumer driving habits
                      • Market Factors

                        • More miles driven means more necessary maintenance
                          • Figure 6: Percent change in cumulative monthly travel 2014 vs 2015
                        • Increasing vehicle complexity limits DIY work
                        • Key Players – What You Need to Know

                          • Shops of all types can benefit from strong customer service
                            • Consumers match shops to repairs
                              • Consumers don’t always follow the rules
                              • What’s Working?

                                • Customer service is key
                                  • Consumers focus on specific shops for specific repairs
                                    • Figure 7: Type of shop by type of repair, September 2015
                                • What’s Struggling?

                                  • Consumers don’t always follow recommended maintenance
                                    • Figure 8: Attitudes towards maintenance, September 2015
                                  • Lack of trust kills business growth for repair shops
                                    • Figure 9: Attitudes towards attributes of automotive maintenance providers, September 2015
                                  • Oil change retail shops don’t have a great reputation for anything but price
                                  • What’s Next?

                                    • In home service could be the future
                                    • The Consumer – What You Need to Know

                                      • Consumers do car maintenance on schedule
                                        • Consumers prefer dealerships and independent shops
                                          • Consumers focus on price and location when choosing maintenance shop
                                            • Customer service will build consumer retention
                                            • Maintenance Frequency

                                              • Consumers follow manufacturer maintenance schedules
                                                • Figure 10: Frequency of vehicle maintenance, September 2015
                                              • Women more likely than men to get their oil changed
                                                • Figure 11: Maintenance frequency, by gender, September 2015
                                              • Gen X, Baby Boomers are staying current with oil changes
                                                • Figure 12: Maintenance frequency, by age, September 2015
                                              • Whites, Blacks more likely to bring their cars in for oil changes
                                                • Figure 13: Maintenance frequency, by race, September 2015
                                            • Place Taken for Maintenance

                                              • Dealerships and independent shops are most visited
                                                • Figure 14: Place taken for maintenance or repair, September 2015
                                              • Youngest consumers most likely to go to oil change shops
                                                • Buyers over 55 most likely to visit the dealership
                                                  • Figure 15: Service facility used for repair, by age, September 2015
                                                • Asians more likely than other races to visit dealer
                                                  • Figure 16: Service facility used for repair, by race, September 2015
                                              • Factors Influencing Choice of Repair Facility

                                                • Price, location drive consumer choice
                                                  • Past experience matters even more
                                                    • Figure 17: Factors Influencing Choice of Repair Facility, September 2015
                                                  • Expertise matters to older buyers, younger buyers worry about price
                                                    • Figure 18: Factors influencing repair shop choice, by age, September 2015
                                                  • Female consumers follow recommendations
                                                    • Figure 19: Factors influencing repair shop choice, by gender, September 2015
                                                  • Past experience matters most to Blacks, Whites
                                                  • Factors Influencing Choice of Specific Repair Facility

                                                    • Customer service matters when it comes time to choose a specific shop
                                                      • Figure 20: Customer service factors in repair shop choice, September 2015
                                                    • Older consumers value customer service most
                                                      • Figure 21: Customer service factors in repair shop choice, by age, September 2015
                                                    • Women are more likely to value customer service, as well
                                                      • Hispanics least likely to value customer service
                                                        • Figure 22: Customer service factors in repair shop choice, by race, September 2015
                                                    • Appendix – Data Sources and Abbreviations

                                                      • Data sources
                                                        • Sales data
                                                          • Fan chart forecast
                                                            • Consumer survey data
                                                              • Abbreviations and terms
                                                                • Abbreviations

                                                                Companies Covered

                                                                To learn more about the companies covered in this report please contact us.

                                                                Auto Service, Maintenance and Repair - US - December 2015

                                                                £3,174.67 (Excl.Tax)