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Car Service and Maintenance Repair - US - October 2010

This report explores the Car Maintenance and Service Repair market in the U.S. It provides insight into the external and internal factors affecting service and repair sales, consumption, marketing trends, and what they mean for future sales, promotional campaigns and industry innovations. Specific questions that are answered in this report include, but are not limited to, the following:

  • How has the recession affected parts and service sales, and what are the major players doing to survive
  • How has consumer car maintenance behavior changed in response to the difficult economy
  • Auto dealerships, independent auto shops and franchise shops: what are their strengths, weaknesses and differences, and how are each viewed by consumers
  • How might recent congressional legislation affect auto maintenance providers
  • What factors influence consumer decisions to choose or to change their auto maintenance provider
  • Why and how market innovators are pushing the tire market forward in terms of product needs
  • How the rise of online searching and digital media affected the service and repair landscape
  • What households service their cars the most, and what types of services they prefer
  • Knowing which ethnic groups purchase parts and service and why

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Table of contents

  1. Scope and Themes

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

                      • 37% of respondents had maintenance work performed
                        • Dealership closings result in less service bays nationwide
                          • Demand for service could rise as consumers hold onto cars longer
                            • Recalls present repair industry with challenges, opportunity
                              • Dealership service and parts sales decline nearly 10% since 2007
                                • AutoZone leading franchise in market share, caters to DIYers
                                  • Number of independent auto shops steadily declining, collision sales rise
                                    • Right to Repair Act set to even field between dealerships, independents
                                      • Independent auto shop repairs cost significantly less than dealerships
                                        • Yet independent shops may be threatened by Walmart’s dominance
                                          • Relationship and service quality drive consumer choice
                                            • Shops using online outlets to sell parts
                                              • Hispanic respondents most likely to have mixture of work done
                                                • Black respondents more likely to compare quotes
                                                • Insights and Opportunities

                                                  • Market preventive maintenance as a money-saving tool
                                                    • Quick lube and oil can buffer poor sales
                                                    • Inspire Insights

                                                        • Trend: Simplicity and Convenience
                                                        • Market Size

                                                          • Key points
                                                            • Consumers spent an average $86.6 billion on auto repair from 2005-08
                                                              • Figure 1: Average annual expenditures by consumer units for automotive repair and maintenance, 2001-04 and 2005-08
                                                          • Market Drivers

                                                            • Dealership closings cause number of service bays to decrease…
                                                              • Figure 2: Number of U.S. new car dealerships, 2000-10
                                                            • …as demand for service is rising with consumers holding onto cars longer
                                                              • With new car sales down, dealerships push more service
                                                                • Figure 3: U.S. sales at new car dealerships, by segment, 2005 and 2009
                                                              • Decline in highway miles traveled appears to be slowing
                                                                  • Figure 4: Consumer vehicle miles traveled, all U.S. roads and streets, January-May 2001-10
                                                                • Right to Repair Act set to even field between dealerships, independents
                                                                  • Recalls present repair industry with challenges, opportunity
                                                                  • Where Consumers Get Vehicles Serviced or Repaired

                                                                    • Key points
                                                                      • Respondents visit independents, dealerships equally
                                                                          • Figure 5: Type of service location visited, by gender, June 2010
                                                                        • Older respondents build loyalty, choose dealerships
                                                                            • Figure 6: Type of service location visited, by age, June 2010
                                                                          • More affluent households choose dealerships
                                                                              • Figure 7: Type of service location visited, by household income, June 2010
                                                                          • Segment Performance—Automotive Dealerships

                                                                            • Key points
                                                                              • Dealership service and parts sales decline nearly 10% since 2007
                                                                                • Figure 8: Automotive dealers’ total service and parts sales, 2004-09
                                                                              • Half of service and labor sales is mechanical
                                                                                • Figure 9: Automotive dealers’ service and labor sales, by category, 2008 and 2009
                                                                              • Wholesale parts sales fall nearly 20%
                                                                                • Figure 10: Automotive dealers’ parts sales, by category, 2008 and 2009
                                                                              • Number of dealerships offering collision repair down 15.6% since 2007
                                                                                • Figure 11: Automotive dealers’ total collision repair sales, 2005-09
                                                                              • Dealerships increase push for service business
                                                                              • Segment Performance—Franchise Auto Shops

                                                                                • Key points
                                                                                  • AutoZone leading franchise in market share
                                                                                    • Figure 12: Top 20 U.S. aftermarket chain outlets, companies by store count, 2009
                                                                                  • AutoZone caters to DIY consumers
                                                                                    • AutoZone focuses on improving customer experience
                                                                                      • O’Reilly grows via acquisition
                                                                                        • Units of tire company-owned stores are in decline
                                                                                        • Segment Performance—Independent Auto Shops

                                                                                          • Key points
                                                                                            • Number of independent auto shops steadily declining, collision sales rise
                                                                                                • Figure 13: Number of independent auto shops, 2006-09
                                                                                              • Collision sales increase
                                                                                                • Figure 14: Independent auto shops’ total collision repair sales, 2006-09
                                                                                              • Independent auto shop repairs cost significantly less than dealerships
                                                                                                • Warranty trends provide opportunity, challenge
                                                                                                  • New technology hurts independents, who fight back through Congress
                                                                                                  • Segment Performance—Big-box Retailers

                                                                                                    • Key points
                                                                                                      • Walmart Tire & Lube Express offers service and repair at 2,500 locations
                                                                                                        • Figure 15: Walmart total worldwide sales, 2006-10
                                                                                                      • Sears Auto Center partners with dealerships
                                                                                                        • Midas Auto Service pushes preventive maintenance
                                                                                                        • Brand Qualities

                                                                                                          • Honest-1 Auto Care goes green
                                                                                                            • Olathe Ford manages Quick Lane separate from main service
                                                                                                              • Zimbrick Buick/GMC West opens free Pit Stop Lane
                                                                                                              • Innovation and Innovators

                                                                                                                • Online search and sales
                                                                                                                  • ACDelco, eBay Motors sell scheduled parts and maintenance online
                                                                                                                    • Repairpal.com provides local service prices
                                                                                                                      • Checkanumber.com takes advantage of dealership closings
                                                                                                                        • Volvo dealership’s mobile technician boosts PR while serving as ad
                                                                                                                          • CollisionLink system helps dealers sell OE parts
                                                                                                                          • Marketing Strategies

                                                                                                                            • Digital media
                                                                                                                              • AutoZone launches iPhone and Android app
                                                                                                                                • TeleText connects shops and consumers via text messaging
                                                                                                                                  • Sears hopes to develop viral community with Exploring My America campaign
                                                                                                                                    • Broadcast media
                                                                                                                                      • AutoZone promotes itself as partner to DIYers
                                                                                                                                        • Figure 16: AutoZone ad, 2010
                                                                                                                                      • Ford says with today’s technology as “complex as spaceship,” Ford technicians help
                                                                                                                                        • Figure 17: Ford Lincoln Mercury service ad, 2010
                                                                                                                                      • NAPA utilizes texting while stressing preventive maintenance
                                                                                                                                          • Figure 18: NAPA ad, 2010
                                                                                                                                        • Pep Boys ad dispels notion that car repair is a man’s world
                                                                                                                                          • Figure 19: Pep Boys ad, 2010
                                                                                                                                      • Nature of Work Performed on Vehicles

                                                                                                                                        • Key points
                                                                                                                                          • Maintenance, preventive mixture most likely type of work performed
                                                                                                                                            • Figure 20: Nature of work performed on vehicle, by gender, June 2010
                                                                                                                                          • Young respondents least likely to perform preventive maintenance
                                                                                                                                            • Figure 21: Nature of work performed on vehicle, by age, June 2010
                                                                                                                                          • Middle-income respondents opting for preventive maintenance
                                                                                                                                            • Figure 22: Nature of work performed on vehicle, by household income, June 2010
                                                                                                                                        • Age of Vehicle Consumers Get Serviced/Repaired

                                                                                                                                          • Key points
                                                                                                                                            • Model years 2005-09 most serviced
                                                                                                                                              • Figure 23: Year of vehicle needing service/repair, by gender, June 2010
                                                                                                                                            • Respondents aged 25-44 have newer cars serviced
                                                                                                                                                • Figure 24: Year of vehicle needing service/repair, by age, June 2010
                                                                                                                                              • Greater respondent household income means newer cars serviced
                                                                                                                                                  • Figure 25: Year of vehicle needing service/repair, by household income, June 2010
                                                                                                                                              • What Influences Consumer Repair/Service Choice

                                                                                                                                                • Key points
                                                                                                                                                  • Relationship and service quality drive consumer choice
                                                                                                                                                      • Figure 26: Influences on repair/service choice, by gender, June 2010
                                                                                                                                                    • History and quality most important factors for over-55s
                                                                                                                                                        • Figure 27: Influences on repair/service choice, by age, June 2010
                                                                                                                                                      • Households with income $75K-99.9K value relationships, less on service
                                                                                                                                                          • Figure 28: Influences on repair/service choice, by household income, June 2010
                                                                                                                                                      • Vehicle Components Consumers Get Serviced/Repaired

                                                                                                                                                        • Key points
                                                                                                                                                          • Filters most commonly repaired component
                                                                                                                                                              • Figure 29: Components needing repair, by gender, June 2010
                                                                                                                                                            • Respondents aged 25-44 have multiple components serviced
                                                                                                                                                                • Figure 30: Components needing repair, by age, June 2010
                                                                                                                                                              • Least affluent household respondents less likely to replace filters
                                                                                                                                                                  • Figure 31: Components needing repair, by household income, June 2010
                                                                                                                                                              • Consumer Attitudes Towards Vehicle Service/Repair

                                                                                                                                                                • Key points
                                                                                                                                                                  • More than a third of respondents turned off by cross-sell
                                                                                                                                                                      • Figure 32: Consumer attitudes towards vehicle service/repair, by gender, June 2010
                                                                                                                                                                    • Young respondents are shopping around, potentially online
                                                                                                                                                                        • Figure 33: Consumer attitudes towards vehicle service/repair, by age, June 2010
                                                                                                                                                                      • Less affluent respondents less turned off by cross-selling
                                                                                                                                                                          • Figure 34: Consumer attitudes towards vehicle service/repair, by household income, June 2010
                                                                                                                                                                      • Reasons Against Vehicle Service/Repair

                                                                                                                                                                        • Key points
                                                                                                                                                                          • Nearly a third of respondents feel they were overcharged
                                                                                                                                                                              • Figure 35: Consumer attitudes against vehicle service/repair, by gender, June 2010
                                                                                                                                                                            • 25-44 year old respondents more likely to feel work expensive, inadequate
                                                                                                                                                                                • Figure 36: Consumer attitudes against vehicle service/repair, by age, June 2010
                                                                                                                                                                              • Less affluent households less likely to feel overcharged
                                                                                                                                                                                  • Figure 37: Consumer attitudes against vehicle service/repair, by household income, June 2010
                                                                                                                                                                              • Race and Hispanic Origin

                                                                                                                                                                                • Key points
                                                                                                                                                                                  • Hispanic respondents most likely to have mixture of work done
                                                                                                                                                                                    • Figure 38: Nature of work performed on vehicle, by race/Hispanic origin, June 2010
                                                                                                                                                                                  • Asian and Hispanic respondents repairing new vehicles
                                                                                                                                                                                    • Figure 39: Year of vehicle needing service/repair, by race/Hispanic origin, June 2010
                                                                                                                                                                                  • Hispanic respondents more likely to stress warranty in choosing repair shops
                                                                                                                                                                                      • Figure 40: Influences on repair/service choice, by race/Hispanic origin, June 2010
                                                                                                                                                                                    • Asian respondents more likely to have multiple components serviced
                                                                                                                                                                                      • Figure 41: Components needing repair, by race/Hispanic origin, June 2010
                                                                                                                                                                                    • Black respondents more likely to compare quotes
                                                                                                                                                                                        • Figure 42: Consumer attitudes towards vehicle service/repair, by race/Hispanic origin, June 2010
                                                                                                                                                                                      • Asian respondents more likely to display strong negative opinions
                                                                                                                                                                                        • Figure 43: Consumer attitudes against vehicle service/repair, by race/Hispanic origin, June 2010
                                                                                                                                                                                    • Cluster Analysis

                                                                                                                                                                                        • Multi-repairers
                                                                                                                                                                                          • Characteristics
                                                                                                                                                                                            • Demographics
                                                                                                                                                                                              • Opportunity
                                                                                                                                                                                                • Service Slighters
                                                                                                                                                                                                  • Characteristics
                                                                                                                                                                                                    • Demographics
                                                                                                                                                                                                      • Opportunity
                                                                                                                                                                                                        • Mechanic Loyalists
                                                                                                                                                                                                          • Characteristics
                                                                                                                                                                                                            • Demographics
                                                                                                                                                                                                              • Opportunity
                                                                                                                                                                                                                • Characteristic tables:
                                                                                                                                                                                                                  • Figure 44: Car service and maintenance repair clusters, June 2010
                                                                                                                                                                                                                  • Figure 45: Why consumers choose repair shops, by car service and maintenance repair clusters, June 2010
                                                                                                                                                                                                                  • Figure 46: What consumers get repaired on vehicle, by car service and maintenance repair clusters, June 2010
                                                                                                                                                                                                                  • Figure 47: Attitudes towards vehicle service/repair, by car service and maintenance repair clusters, June 2010
                                                                                                                                                                                                                  • Figure 48: Consumer attitudes against vehicle service/repair, by car service and maintenance repair clusters, June 2010
                                                                                                                                                                                                                • Demographic tables
                                                                                                                                                                                                                  • Figure 49: Car service and maintenance repair clusters, by gender, June 2010
                                                                                                                                                                                                                  • Figure 50: Car service and maintenance repair clusters, by age, June 2010
                                                                                                                                                                                                                  • Figure 51: Car service and maintenance repair clusters, by household income, June 2010
                                                                                                                                                                                                                  • Figure 52: Car service and maintenance repair clusters, by race, June 2010
                                                                                                                                                                                                                  • Figure 53: Car service and maintenance repair clusters, by Hispanic origin, June 2010
                                                                                                                                                                                                                • Cluster methodology
                                                                                                                                                                                                                • Appendix: Other Useful Consumer Tables

                                                                                                                                                                                                                  • Type of service location visited by race/Hispanic origin
                                                                                                                                                                                                                    • Figure 54: Type of service location visited, by race/Hispanic origin, June 2010
                                                                                                                                                                                                                • Appendix: Trade Associations

                                                                                                                                                                                                                  Companies Covered

                                                                                                                                                                                                                  • Alliance Of Automobile Manufacturers, Inc.
                                                                                                                                                                                                                  • Automotive Aftermarket Industry Association
                                                                                                                                                                                                                  • Automotive Industry Action Group (AIAG)
                                                                                                                                                                                                                  • Automotive Oil Change Association (AOCA)
                                                                                                                                                                                                                  • Automotive Trade Association Executives (ATAE)
                                                                                                                                                                                                                  • AutoZone, Inc
                                                                                                                                                                                                                  • Chrysler LLC
                                                                                                                                                                                                                  • Connected Vehicle Trade Association (CVA)
                                                                                                                                                                                                                  • Facebook, Inc.
                                                                                                                                                                                                                  • Ford Motor Company (USA)
                                                                                                                                                                                                                  • Google, Inc.
                                                                                                                                                                                                                  • Kragen Auto Parts
                                                                                                                                                                                                                  • Mazda North American Operations
                                                                                                                                                                                                                  • Mercedes-Benz USA
                                                                                                                                                                                                                  • Mitsubishi Motors North America, Inc.
                                                                                                                                                                                                                  • National Automobile Dealers Association (NADA)
                                                                                                                                                                                                                  • National Independent Automobile Dealership Association (NIADA)
                                                                                                                                                                                                                  • Nissan North America, Inc.
                                                                                                                                                                                                                  • Rubber Manufacturers Association (RMA)
                                                                                                                                                                                                                  • Tire Industry Association
                                                                                                                                                                                                                  • Toyota Motor Corporation USA
                                                                                                                                                                                                                  • Travelocity.com L.P.
                                                                                                                                                                                                                  • Twitter, Inc.
                                                                                                                                                                                                                  • U.S. Bureau of Labor Statistics
                                                                                                                                                                                                                  • U.S. Department of Transportation
                                                                                                                                                                                                                  • Volkswagen of America, Inc.
                                                                                                                                                                                                                  • Walmart Stores (USA)

                                                                                                                                                                                                                  Car Service and Maintenance Repair - US - October 2010

                                                                                                                                                                                                                  £3,199.84 (Excl.Tax)