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Auto Service, Maintenance and Repair - US - December 2016

"Auto service, maintenance, and repair is a critical component of vehicle ownership. Vehicles require regular maintenance and upkeep to ensure their longevity and use, and neglecting such responsibilities can result in extremely costly repairs for consumers."

- Buddy Lo, Automotive Analyst

This report is looking at the following issues:

  • Auto service, maintenance and repair expenditures tops $172 billion in 2016
  • Consumers are wary of shady service providers
  • Consumers aren’t proactively scheduling service
  • Amenities nice to have but not necessary

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Table of contents

  1. Overview

    • What you need to know
      • Definition
      • Executive Summary

        • The issues
          • Auto service, maintenance and repair expenditures tops $172 billion in 2016
            • Figure 1: Total US retail sales and fan chart forecast of Auto Service, Maintenance and Repair, at current prices, 2011-21
          • Consumers are wary of shady service providers
            • Figure 2: Attitudes toward service providers, by age and area, August 2016
          • Consumers aren’t proactively scheduling service
            • Figure 3: Vehicle maintenance behavior, August 2016
          • Amenities nice to have but not necessary
            • Figure 4: Factors for choosing a service location, August 2016
          • The opportunities
            • Consumers want digital reminders for service and maintenance
              • Figure 5: Attitudes toward service providers, by age, August 2016
            • On-demand auto service and maintenance gains traction
              • Figure 6: Attitudes on service providers, by age, August 2016
            • Parents likely to use social media to find a mechanic
              • Figure 7: Attitudes toward service providers, by parental status, August 2016
            • What it means
            • The Market - What you need to know

              • Auto service, maintenance and repair spend expected to grow
                • DIY sector has limited impact on the market
                  • Miles traveled exceed pre-Recession levels
                    • Aging vehicles may create demand for auto service
                    • Market Size and Forecast

                      • Auto service, maintenance and repair in healthy state
                        • Figure 8: Total US retail sales and fan chart forecast of Auto Service, Maintenance and Repair, at current prices, 2011-21
                        • Figure 9: Total US retail sales and forecast of Auto Service, Maintenance and Repair, at current prices, 2011-21
                    • Market Perspective

                      • DIY sector is minimal
                      • Market Factors

                        • Miles driven will increase need for service
                          • Figure 10: US miles traveled, Highway, 1990-2015
                        • Average age of vehicles on the road remain high
                          • Figure 11: Average age of passenger cars and light trucks, 2002-15
                        • High consumer confidence allows consumers to make necessary repairs
                          • Figure 12: Consumer Sentiment Index, January 2007- November 2016*
                      • Key Players – What You Need to Know

                        • Franchise dealer service centers win on trust
                          • Independent repair shops successful at building personal relationships
                            • Consumers less likely to opt for service at retailers with auto facilities
                              • On-demand services the next generation of repair
                              • What’s Working?

                                • Warranty work increasing along new car sales
                                  • Franchise dealer service centers winning on trust
                                    • Independent auto shops build personal relationships with their consumers
                                    • What’s Struggling?

                                      • Retailers not commonly visited for auto service
                                        • Figure 13: Auto service locations visited in last 12 months, Summer 2016
                                      • Consumers not proactive with maintenance
                                      • What’s Next?

                                        • Openbay app to provide roadside assistance
                                          • Insurance companies align with third-party service advertisers
                                            • Figure 14: Allstate auto service consumer email, April 2016
                                          • Lincoln will provide complimentary on-demand pick up and drop off for service on all new 2017 models
                                          • The Consumer – What You Need to Know

                                            • Consumers trust their service provider, but are wary of others
                                              • Quality of work is king
                                                • Parents much more likely to find value in social media recommendations
                                                  • Independent repair shops more likely to have a personal relationship with their customers
                                                  • Vehicle Maintenance History

                                                      • Majority of consumers have taken their vehicle in for auto service
                                                      • Vehicle Type

                                                          • Consumers more likely to service a new vehicle over used
                                                            • Figure 15: Serviced vehicle purchase type, August 2016
                                                          • Black consumers more likely to have serviced a used or CPO vehicle
                                                            • Figure 16: Serviced vehicle purchase type, by race and Hispanic origin, August 2016
                                                          • Independent repair shop and third-party chain patrons more likely to have a used car
                                                            • Figure 17: Serviced vehicle purchase type, by previous service location, August 2016
                                                        • Auto Service Location

                                                            • Nearly four in 10 vehicle owners chose a franchise dealer service center
                                                              • Figure 18: Previous auto service location, August 2016
                                                            • Lower income households select independent or chains for auto service
                                                              • Figure 19: Previous auto service location, by household income, August 2016
                                                            • Hispanics more likely to select retailers with auto services
                                                              • Figure 20: Previous auto service location, by race and hispanic origin, August 2016
                                                          • Vehicle Service and Maintenance Times

                                                              • Weekdays are preferred for vehicle service
                                                                • Figure 21: Vehicle service time preference, August 2016
                                                              • Older consumers prefer to service their vehicles on weekdays
                                                                • Figure 22: Vehicle service time preference, by age, August 2016
                                                              • Suburban and rural residents more flexible with service times
                                                                • Figure 23: Vehicle service time preference, by geographic area, August 2016
                                                            • Auto Service and Maintenance Behavior

                                                                • Many vehicle owners opt for one stop shops
                                                                  • Figure 24: Vehicle maintenance behavior, August 2016
                                                                • Consumers take the check engine light seriously
                                                                  • Men more likely than women to shop around for alternative options
                                                                    • Figure 25: Vehicle maintenance behavior, by gender, August 2016
                                                                    • Figure 26: Pep Boys rewards card direct mail, October 2016
                                                                  • Franchise dealer service customer more likely to proactively schedule service
                                                                    • Figure 27: Vehicle maintenance behavior, by previous service location, August 2016
                                                                  • Independent repair shops create personal bonds with customers
                                                                      • Figure 28: Vehicle maintenance behavior, by previous service location, August 2016
                                                                  • Factors for Choosing a Service Location

                                                                      • Quality of work is most important for auto service
                                                                        • Figure 29: Factors for choosing a service provider, August 2016
                                                                      • Parents more likely to select loaner cars as important factor
                                                                        • Figure 30: Factors for choosing a service provider, by parental status, August 2016
                                                                      • Proactive tire maintenance leads to lower emphasis on cost
                                                                        • Figure 31: Factors for choosing a service provider, by tire maintenance behavior, August 2016
                                                                      • Retail customers place heavier emphasis on efficiency
                                                                        • Figure 32: Factors for choosing a service provider, by previous service location, August 2016
                                                                    • Preferred Amenities

                                                                        • WiFi, TVs can help pass the time when vehicles are serviced
                                                                          • Figure 33: Preferred amenities, August 2016
                                                                        • Women receptive to rides to and from local shopping centers
                                                                          • Figure 34: Preferred amenities, by gender, August 2016
                                                                        • WiFi a must add for younger consumers
                                                                          • Figure 35: Preferred amenities, by age, August 2016
                                                                        • Parents want something to entertain their kids
                                                                          • Figure 36: Preferred amenities, by parental status, August 2016
                                                                      • Attitudes Toward Auto Service and Maintenance

                                                                          • Transparency is critical in retaining customers
                                                                              • Figure 37: Attitudes toward service providers, August 2016
                                                                            • Men associate quality with franchise dealers
                                                                              • Figure 38: Attitudes toward service providers, by gender, August 2016
                                                                            • Younger adults want electronic service reminders
                                                                              • Figure 39: Attitudes toward service providers, by age, August 2016
                                                                            • Parents search for mechanics via social media
                                                                              • Figure 40: Attitudes toward service providers, by parental status, August 2016
                                                                            • Parents, urban residents, and social media users most likely to trust on-demand auto service
                                                                              • Figure 41: Attitudes toward service providers, parental status, urban residents, social media users for tires and service, August 2016
                                                                          • Appendix – Data Sources and Abbreviations

                                                                            • Data sources
                                                                              • Sales data
                                                                                • Fan chart forecast
                                                                                  • Consumer survey data
                                                                                    • Consumer qualitative research
                                                                                      • Direct marketing creative
                                                                                        • Abbreviations and terms
                                                                                          • Abbreviations
                                                                                          • Appendix – Market

                                                                                              • Figure 42: Total US retail sales and fan chart forecast of Auto Service, Maintenance and Repair, at inflation adjusted prices, 2011-21

                                                                                          Companies Covered

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

                                                                                          Auto Service, Maintenance and Repair - US - December 2016

                                                                                          £3,239.54 (Excl.Tax)