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Car Service: Maintenance and Repair - US - April 2013

“The total amount of electronics and software coding in a modern vehicle now accounts for a significant portion of the car’s value. As mechanical automotive elements become more durable, the new frontier for automotive maintenance will be in the digital, rather than physical, space.”

– Colin Bird, Automotive Analyst

Some questions answered in this report include:

  • What impact will the increasing complexity of automobiles have on the car service, maintenance and repair industry?
  • Why are households driving less and what impact will it have on automotive maintenance care?
  • What are the effects of complimentary maintenance and road-side assistance programs on the auto care industry?
 

In this report, Mintel explores the U.S. car service, maintenance and repair market, and provides insight into the external and internal factors that influence purchase and trends within the market. Mintel also will provide insight into what these various factors mean for future service revenues, marketing and advertising messages, and industry innovations.

Consumer spend on service and maintenance revenue is segmented by: brakes, steering, and suspension; engine/motor; transmission and drivetrain; bodywork; and other maintenance. The overall market for automotive service, maintenance and repair totaled $166.5 billion for 2012, up 3.6% from 2011. Total 2012 spending surpassed peak spending in 2007 of $162.6 billion and is expected to continue to grow at a fast pace for the next five years.

Major themes throughout this report include: consumer behavior and habits regarding completing routine maintenance, what parts are getting repair and maintained, sentiments and expectations toward auto shop features and pricing, and how consumers are paying for those services. A major theme throughout this report includes the growing complexity of the automobile and how that has affected both the consumer and retail businesses, by channeling more consumers into the do-it-for-me (DIFM) industry and out of the DIY industry. Mintel also analyzes how the growth in vehicle complexity and automaker complimentary service programs has benefited automotive dealerships, compared to other retail formats, especially among new car owners.

 

Mintel defines the car maintenance and service market as parts, collision repair, and service sales for automobiles, including all cars, station wagons, sedans, pickup trucks, vans, minivans, and sport utility vehicles (SUVs). This report provides an in-depth examination of the car maintenance and service market for industry retailers/shops/dealerships, distributors, and marketers interested in pursuing opportunities to identify trends within segments and to evaluate the competition. This report covers quick lube, oil change, tire change and service, and retail channels geared towards the do-it-yourself (DIY) car repair customer in relation to how those services are related to car maintenance services.

 

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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

                        • The market
                          • Figure 1: Fan chart forecast of total consumer spending for automotive maintenance and repair, at current prices, 2007-17
                        • Market factors
                          • Aging vehicle fleet creates opportunity for car service, maintenance and repair industry
                            • Figure 2: Age of vehicle last repaired, by vehicle ownership, January 2013
                          • Miles driven critical to consumer automotive service care and repair
                            • Figure 3: Miles driven on U.S. roads, all vehicles, 2001-12
                          • Automotive service care dominated by automotive dealerships and independent shops
                            • Figure 4: Type of shop used for auto repair or service, January 2013
                          • The consumer
                            • Automotive service dominated by car care specialists, though consumers still DIY on some replacement parts
                              • Figure 5: Work done by self vs. taken to a professional, January 2013
                            • Preventive maintenance most common service order
                              • Figure 6: Nature of repair work last done on vehicle (preventative, repair, recall, etc.), by vehicle ownership, January 2013
                            • Credit cards most often used form of payment
                              • Figure 7: Method of payment for last auto parts or service purchase, by age of vehicle last repaired, January 2013
                            • Basic preventive engine maintenance, such as oil changes, most often completed service order
                              • Figure 8: Specific components worked on at last vehicle service or repair, January 2013
                            • Only half of consumers follow instructions for maintenance in service manual
                              • Figure 9: Attitudes to auto maintenance, by vehicle ownership, January 2013
                            • What we think
                            • Issues in the Market

                                • What impact will the increasing complexity of automobiles have on the car service, maintenance and repair industry?
                                  • Why are households driving less and what impact will it have on automotive maintenance care?
                                    • What are the effects of complimentary maintenance and road-side assistance programs on the auto care industry?
                                    • Insights and Opportunities

                                      • Franchise auto shops and big box retailers should introduce preventive maintenance programs
                                        • Auto shops should install cameras in service bays to increase accountability
                                          • Bring “Geek Squad” style agents to car service care
                                          • Trend Application

                                              • Trend: Prove It
                                                • Trend: Perfecting the Details
                                                  • Mintel Futures: Brand Intervention
                                                  • Market Size and Forecast

                                                    • Key points
                                                      • Consumer spending on car service, maintenance and repair surpasses 2007 benchmark
                                                        • Figure 10: Total U.S. consumer expenditures for automotive maintenance and repair, at current prices, 2007-17
                                                        • Figure 11: Total U.S. consumer expenditures for automotive maintenance and repair, at inflation-adjusted prices, 2007-17
                                                      • Fan chart forecast
                                                          • Figure 12: Fan chart forecast of total consumer spending for automotive maintenance and repair, at current prices, 2007-17
                                                      • Market Segmentation

                                                        • Key points
                                                          • Engine, suspension/brakes, and body work expected to drive consumer spending growth in repair/maintenance industry
                                                            • Figure 13: Total U.S. consumer expenditures for automotive maintenance and repair, by segment, 2007-17
                                                            • Figure 14: Share of U.S. consumer expenditures for automotive maintenance and repair, by segment, 2007-17
                                                            • Figure 15: Indexed growth of U.S. consumer expenditures for automotive maintenance and repair, by segment, 2007-17
                                                        • Retail Channels

                                                          • Where consumers get vehicles serviced or repaired
                                                            • Key points
                                                              • Dealers dominate, independents used by one in five owners
                                                                • Figure 16: Type of shop used for auto repair or service, January 2013
                                                              • Large difference in type of retail channel visited and age of vehicle
                                                                • Figure 17: Type of shop used for auto repair or service, by vehicle ownership, January 2013
                                                                • Figure 18: Type of shop used for auto repair or service, by age of vehicle last repaired, January 2013
                                                              • Automotive dealerships
                                                                • Key points
                                                                  • Franchise auto dealerships have competitive advantage when it comes to OEM service contracts, and OEM warranty and recall service actions
                                                                    • Figure 19: Automotive dealers’ total service and parts sales (Franchise dealers), 2004-11
                                                                  • Franchise auto dealerships decline in numbers, create opportunity for franchise auto shops
                                                                    • Figure 20: Number of dealerships selling new cars, 2003-12
                                                                  • Franchise auto dealerships continue to place emphasis on service care and repair as a source of profits
                                                                    • Figure 21: Automotive dealerships’ revenue split, by new, used sales and service, share of total sales dollars (Franchise dealers), 2001 vs. 2011
                                                                    • Figure 22: Breakdown of franchise dealership service and parts operations, average dealership vs. all dealer totals, 2011
                                                                  • Franchise auto shops and mass retailers
                                                                    • Key points
                                                                      • Pep Boys
                                                                        • Jiffy Lube
                                                                          • Firestone Complete Auto Care
                                                                            • TBC Corporation
                                                                              • Driven Brands
                                                                                • Goodyear Tire & Service
                                                                                  • AAMCO Transmissions
                                                                                    • Monro Muffler Brake
                                                                                      • Sears Auto Centers
                                                                                        • Walmart Tire & Lube Express
                                                                                          • Independent auto shops
                                                                                            • Key points
                                                                                              • Independent auto shop repair cost significantly less than dealerships
                                                                                                • Independent auto shops typically offer the most satisfaction to consumers
                                                                                                  • New technology and services hurts independents
                                                                                                  • Market Drivers

                                                                                                    • Key points
                                                                                                      • Higher average vehicle age positively influences maintenance and repair
                                                                                                        • Figure 23: Average age of cars, light trucks and total light vehicles, 1995-2011
                                                                                                      • Fewer miles driven has potential to adversely affect maintenance and repair industry
                                                                                                        • Figure 24: Miles driven on U.S. roads, all vehicles, 2001-12
                                                                                                      • Increasing vehicle complexity increases need for car service maintenance and repair services
                                                                                                        • Advancements in safety and collision avoidance technology reduce need for body work and painting
                                                                                                          • Higher taxes may impede short-term growth of consumer spending
                                                                                                          • Innovations and Innovators

                                                                                                            • Verizon/Delphi’s Vehicle Diagnostics Service helps old cars become “connected”
                                                                                                              • Figure 25: Vehicle Diagnostics by Delphi, April 2013
                                                                                                            • Openbay lends busy consumers a helping hand in choosing perfect auto shop
                                                                                                              • Figure 26: Openbay, April 2013
                                                                                                            • BodyShopBids helps consumers find cheapest price for body work and painting
                                                                                                              • Figure 27: Body Shop Bids, April 2013
                                                                                                          • Social Media – Car Service: Maintenance and Repair

                                                                                                            • Key points
                                                                                                              • Key social media metrics
                                                                                                                • Figure 28: Key brand metrics, car service brands, March 2013
                                                                                                              • Market overview
                                                                                                                • Brand usage and awareness
                                                                                                                  • Figure 29: Usage and awareness of selected car service brands, January 2013
                                                                                                                • Interaction with brands
                                                                                                                  • Figure 30: interaction with selected car service brands, January 2013
                                                                                                                • Online conversations
                                                                                                                  • Figure 31: Percentage of consumer conversation by selected car service brands, Feb. 26, 2013-March 25, 2013
                                                                                                                  • Figure 32: Online mentions, selected car service brands, percent of daily mentions, Feb. 26, 2013-March 25, 2013
                                                                                                                • Where are people talking about car service brands?
                                                                                                                  • Figure 33: Mentions by page type, selected car service brands, Feb. 26, 2013-March 25, 2013
                                                                                                                • What are people talking about online?
                                                                                                                  • Figure 34: Mentions by type of conversation, selected car service brands, Feb. 26, 2013-March 25, 2013
                                                                                                                  • Figure 35: Major areas of discussion surrounding car service brands, Feb. 26, 2013-March 25, 2013
                                                                                                                  • Figure 36: Major areas of discussion surrounding car service brands, Feb. 26, 2013-March 25, 2013
                                                                                                                • Brand analysis
                                                                                                                  • Pep Boys
                                                                                                                    • Figure 37: Pep Boys key social media indicators, March 2013
                                                                                                                  • Key online campaigns
                                                                                                                    • What we think
                                                                                                                      • Jiffy Lube
                                                                                                                        • Figure 38: Jiffy Lube key social media indicators, March 2013
                                                                                                                      • Key online campaigns
                                                                                                                        • Figure 39: Selected jiffy Lube Twitter mentions, March 12, 2013
                                                                                                                      • What we think
                                                                                                                        • MAACO
                                                                                                                          • Figure 40: Maaco key social media indicators, March 2013
                                                                                                                        • Key online campaigns
                                                                                                                          • What we think
                                                                                                                            • Meineke
                                                                                                                              • Figure 41: Meineke key social media indicators, March 2013
                                                                                                                            • Key online campaigns
                                                                                                                              • Figure 42: Selected Meineke Twitter mentions, October 20, 2011
                                                                                                                            • What we think
                                                                                                                              • AAMCO
                                                                                                                                • Figure 43: AAMCO key social media indicators, March 2013
                                                                                                                              • Key online campaigns
                                                                                                                                • What we think
                                                                                                                                  • Midas
                                                                                                                                    • Figure 44: Midas key social media indicators, March 2013
                                                                                                                                  • Key online campaigns
                                                                                                                                    • What we think
                                                                                                                                    • Marketing Strategies

                                                                                                                                      • Overview of the brand landscape
                                                                                                                                        • Strategy: Retain owners of defunct car brands
                                                                                                                                            • Figure 45: Pontiac Authorized Service Provider, April 2013
                                                                                                                                          • Strategy: Expand offerings and reassure with added training
                                                                                                                                            • Figure 46: Jiffy Lube “leave worry behind” TV ad, March 2013
                                                                                                                                          • Strategy: Focus on trust
                                                                                                                                            • Figure 47: AAMCO Transmission “Trust” TV ad, May 2012
                                                                                                                                          • Strategy: Keeping prices low
                                                                                                                                            • Figure 48: Meineke “Checklist” TV ad, April 2012
                                                                                                                                          • Strategy: Help cars last longer
                                                                                                                                            • Figure 49: Firestone Complete Auto Care “Runs Like New” TV ad, February 2013
                                                                                                                                        • Vehicle Ownership

                                                                                                                                          • Types of vehicle owned
                                                                                                                                            • Figure 50: Types of vehicle owned/leased, January 2013
                                                                                                                                          • Vehicle ownership, new, used and CPO
                                                                                                                                            • New cars account for just over half of most used vehicles in household
                                                                                                                                              • Figure 51: Vehicle ownership, new, used and CPO, January 2013
                                                                                                                                            • Households with larger incomes overwhelmingly buy new vs. used autos
                                                                                                                                              • Figure 52: Vehicle ownership, new, used and CPO, by household income, January 2013
                                                                                                                                            • Matrix/Millennials more likely to own CPO vehicles
                                                                                                                                              • Figure 53: Vehicle ownership, new, used and CPO, by generation, January 2013
                                                                                                                                            • Married households relatively more likely to own new vs. used
                                                                                                                                              • Figure 54: Vehicle ownership, new, used and CPO, by marital/relationship status, January 2013
                                                                                                                                            • Households that own their own home most likely to own a new car
                                                                                                                                              • Figure 55: Vehicle ownership, new, used and CPO, by primary residence, January 2013
                                                                                                                                          • Type of Shop Used For Auto Repair or Service

                                                                                                                                            • Key points
                                                                                                                                              • Older males and females likeliest to visit automotive dealerships
                                                                                                                                                • Figure 56: Type of shop used for auto repair or service, by gender and age, January 2013
                                                                                                                                              • Households with higher incomes frequent automotive dealerships more than other income groups
                                                                                                                                                • Figure 57: Type of shop used for auto repair or service, by household income, January 2013
                                                                                                                                              • Households with dependent children more likely to visit chain service facilities
                                                                                                                                                • Figure 58: Type of shop used for auto repair or service, by presence of children in household, January 2013
                                                                                                                                              • Self-employed more likely than others to do the work themselves
                                                                                                                                                • Figure 59: Type of shop used for auto repair or service, by employment, January 2013
                                                                                                                                              • Plurality of renters prefer independent mechanics over dealerships
                                                                                                                                                • Figure 60: Type of shop used for auto repair or service, by primary residence, January 2013
                                                                                                                                            • Nature of Repair Work Last Done on Vehicle

                                                                                                                                              • Key points
                                                                                                                                                • Used vehicles likeliest to need repair work
                                                                                                                                                  • Figure 61: Nature of repair work last done on vehicle (preventative, repair, recall, etc.), by vehicle ownership (new, used and CPO), January 2013
                                                                                                                                                • Newer vehicles had higher indices for recall campaigns and preventive maintenance
                                                                                                                                                  • Figure 62: Nature of repair work last done on vehicle (preventative, repair, recall, etc.), by age of vehicle last repaired, January 2013
                                                                                                                                                • Households with lower incomes bring their vehicles in to fix problem
                                                                                                                                                  • Figure 63: Nature of repair work last done on vehicle (preventative, repair, recall, etc.), by household income, January 2013
                                                                                                                                                • Even Millennials use preventative service
                                                                                                                                                  • Figure 64: Nature of repair work last done on vehicle (preventative, repair, recall, etc.), by generation, January 2013
                                                                                                                                                • Oil change retailers, automotive dealerships more likely to complete routine maintenance compared to repairs
                                                                                                                                                  • Figure 65: Nature of repair work last done on vehicle (preventative, repair, recall, etc.), by type of shop used for auto repair or service, January 2013
                                                                                                                                              • Method of Payment for Last Auto Parts or Service Purchase

                                                                                                                                                • Key points
                                                                                                                                                  • Service most likely to be paid for by credit card
                                                                                                                                                    • Figure 66: Method of payment for last auto parts or service purchase, by gender, January 2013
                                                                                                                                                  • One in 10 aged 18-24 had an insurance company cover their service
                                                                                                                                                    • Figure 67: Method of payment for last auto parts or service purchase, by age, January 2013
                                                                                                                                                  • Wealthier respondents have service covered by provider
                                                                                                                                                    • Figure 68: Method of payment for last auto parts or service purchase, by household income, January 2013
                                                                                                                                                  • New car owners have car service covered by automaker/dealer
                                                                                                                                                    • Figure 69: Method of payment for last auto parts or service purchase, by vehicle ownership, January 2013
                                                                                                                                                  • Majority of 2012-13 model year service still paid for by credit
                                                                                                                                                    • Figure 70: Method of payment for last auto parts or service purchase, by age of vehicle last repaired, January 2013
                                                                                                                                                  • Paid by provider funds more likely to be used on repairs or to treat vehicle
                                                                                                                                                    • Figure 71: Nature of repair work last done on vehicle (preventative, repair, recall, etc.), by method of payment for last auto parts or service purchase, January 2013
                                                                                                                                                  • Paid by provider funds relatively more likely to be used at car dealerships and body shops
                                                                                                                                                    • Figure 72: Type of shop used for auto repair or service, by method of payment for last auto parts or service purchase, January 2013
                                                                                                                                                • Specific Components Worked on At Last Service or Repair

                                                                                                                                                  • Key points
                                                                                                                                                    • Preventive engine maintenance most often completed work on car
                                                                                                                                                      • Figure 73: Specific components worked on at last vehicle service or repair, by age, January 2013
                                                                                                                                                    • Households with smaller incomes more likely to have battery replaced
                                                                                                                                                      • Figure 74: Specific components worked on at last vehicle service or repair, by household income, January 2013
                                                                                                                                                    • Newer vehicles likelier to need basic engine maintenance and paint work
                                                                                                                                                      • Figure 75: Specific components worked on at last vehicle service or repair, by age of vehicle last repaired, January 2013
                                                                                                                                                    • Major vehicle components worked on when system fails or causes major issue
                                                                                                                                                      • Figure 76: Specific components worked on at last vehicle service or repair, by nature of repair work last done on vehicle (preventative, repair, recall, etc.), January 2013
                                                                                                                                                    • Nature of work performed by retailer varies by segment specialty
                                                                                                                                                      • Figure 77: Specific components worked on at last vehicle service or repair, by type of shop used for auto repair or service, January 2013
                                                                                                                                                  • Age of Vehicle Last Repaired

                                                                                                                                                    • Key points
                                                                                                                                                      • Average age of vehicle repaired 8.5 years old
                                                                                                                                                        • Figure 78: Average mileage driven by age of car
                                                                                                                                                        • Figure 79: Age of vehicle last repaired, January 2013
                                                                                                                                                      • Catering to the needs of lower income, older-car owners
                                                                                                                                                        • Figure 80: Age of vehicle last repaired, by household income, January 2013
                                                                                                                                                      • New-vehicle buyers needing services for “older” cars
                                                                                                                                                        • Figure 81: Age of vehicle last repaired, by vehicle ownership, January 2013
                                                                                                                                                      • Northeastern households own newer vehicles
                                                                                                                                                        • Figure 82: Age of vehicle last repaired, by region, January 2013
                                                                                                                                                    • Attitudes to Auto Maintenance

                                                                                                                                                      • Key points
                                                                                                                                                        • Half population follows instructions for automotive maintenance
                                                                                                                                                          • Figure 83: Attitudes to auto maintenance, by gender, January 2013
                                                                                                                                                        • Younger respondents more concerned about cost, service vehicle less often
                                                                                                                                                          • Figure 84: Attitudes to auto maintenance, by age, January 2013
                                                                                                                                                        • Middle income households more concerned about clear pricing and warranties
                                                                                                                                                          • Figure 85: Attitudes to auto maintenance, by household income, January 2013
                                                                                                                                                        • Presence of children has surprisingly little impact on auto service attitudes
                                                                                                                                                          • Figure 86: Attitudes to auto maintenance, by presence of children in household, January 2013
                                                                                                                                                        • Households with cars bought new more likely to maintain vehicle
                                                                                                                                                          • Figure 87: Attitudes to auto maintenance, by vehicle ownership, January 2013
                                                                                                                                                        • Renters more likely to avoid fixing cars
                                                                                                                                                          • Figure 88: Attitudes to auto maintenance, by primary residence, January 2013
                                                                                                                                                      • Attitudes to Auto Ownership, Care and Maintenance

                                                                                                                                                        • Key points
                                                                                                                                                          • Baby Boomers most enthusiastic about automobiles, Millennials feelings mixed
                                                                                                                                                            • Figure 89: Attitudes to auto ownership, care and maintenance, by generation, January 2013
                                                                                                                                                          • Least wealthy households most enthusiastic about driving
                                                                                                                                                            • Figure 90: Attitudes to auto ownership, care and maintenance, by household income, January 2013
                                                                                                                                                          • Partnered respondents most enthusiastic and proud
                                                                                                                                                            • Figure 91: Attitudes to auto ownership, care and maintenance, by marital/relationship status, January 2013
                                                                                                                                                          • Households owning older vehicles more concerned about complexity of cars
                                                                                                                                                            • Figure 92: Attitudes to auto ownership, care and maintenance, by age of vehicle last repaired, January 2013
                                                                                                                                                        • Race and Hispanic Origin

                                                                                                                                                          • Key points
                                                                                                                                                            • Blacks and Hispanics more likely to own used vehicles
                                                                                                                                                              • Figure 93: Vehicle ownership, new, used and CPO, by race/Hispanic origin, January 2013
                                                                                                                                                            • Blacks and Hispanics bring older vehicles in for service
                                                                                                                                                              • Figure 94: Age of vehicle last repaired, by race/Hispanic origin, January 2013
                                                                                                                                                              • Figure 95: Age of vehicle last repaired, by race/Hispanic origin, January 2013
                                                                                                                                                            • Hispanics and blacks less likely to have used automotive dealerships for last service
                                                                                                                                                              • Figure 96: Type of shop used for auto repair or service, by race/Hispanic origin, January 2013
                                                                                                                                                            • Hispanics and blacks opt for repair services
                                                                                                                                                              • Figure 97: Nature of repair work last done on vehicle (preventative, repair, recall, etc.), by race/Hispanic origin, January 2013
                                                                                                                                                            • Surprisingly few significant differences in attitudes to cars by race/Hispanic origin
                                                                                                                                                              • Figure 98: Attitudes to auto ownership, care and maintenance, by race/Hispanic origin, January 2013
                                                                                                                                                            • Black and Hispanic households more price conscious
                                                                                                                                                              • Figure 99: Attitudes to auto maintenance, by race/Hispanic origin, January 2013
                                                                                                                                                          • Appendix – Other Useful Consumer Tables

                                                                                                                                                            • Vehicle ownership
                                                                                                                                                              • Figure 100: Vehicle ownership, new, used and CPO, by age, January 2013
                                                                                                                                                              • Figure 101: Vehicle ownership, new, used and CPO, by household size, January 2013
                                                                                                                                                              • Figure 102: Vehicle ownership, new, used and CPO, by presence of children in household, January 2013
                                                                                                                                                              • Figure 103: Vehicle ownership, new, used and CPO, by employment, January 2013
                                                                                                                                                            • Type of shop used for auto repair or service
                                                                                                                                                              • Figure 104: Type of shop used for auto repair or service, by generation, January 2013
                                                                                                                                                            • Nature of repair work last done on vehicle
                                                                                                                                                              • Figure 105: Nature of repair work last done on vehicle (preventative, repair, recall, etc.), by gender and age, January 2013
                                                                                                                                                            • Specific components worked on at last service or repair
                                                                                                                                                              • Figure 106: Specific components worked on at last vehicle service or repair, by gender, January 2013
                                                                                                                                                              • Figure 107: Specific components worked on at last vehicle service or repair, by primary residence, January 2013
                                                                                                                                                              • Figure 108: Specific components worked on at last vehicle service or repair, by vehicle ownership, January 2013
                                                                                                                                                              • Figure 109: Specific components worked on at last vehicle service or repair, by paid personally vs. paid by someone else, January 2013
                                                                                                                                                            • Age of vehicle last repaired
                                                                                                                                                              • Figure 110: Age of vehicle last repaired, by region, January 2013
                                                                                                                                                              • Figure 111: Age of vehicle last repaired, by number of people in household, January 2013
                                                                                                                                                              • Figure 112: Age of vehicle last repaired, by presence of children in household, January 2013
                                                                                                                                                              • Figure 113: Age of vehicle last repaired, by employment, January 2013
                                                                                                                                                              • Figure 114: Age of vehicle last repaired, by primary residence, January 2013
                                                                                                                                                              • Figure 115: Age of vehicle last repaired, by marital/relationship status, January 2013
                                                                                                                                                            • Attitudes to auto maintenance
                                                                                                                                                              • Figure 116: Attitudes to auto maintenance, by employment, January 2013
                                                                                                                                                              • Figure 117: Attitudes to auto maintenance, by type of shop used for auto repair or service, January 2013
                                                                                                                                                              • Figure 118: Attitudes to auto maintenance, by marital/relationship status, January 2013
                                                                                                                                                            • Attitudes to auto ownership, care and maintenance
                                                                                                                                                              • Figure 119: Attitudes to auto ownership, care and maintenance, by gender and age, January 2013
                                                                                                                                                              • Figure 120: Attitudes to auto ownership, care and maintenance, by vehicle ownership, January 2013
                                                                                                                                                              • Figure 121: Attitudes to auto ownership, care and maintenance, by number of people in household, January 2013
                                                                                                                                                              • Figure 122: Attitudes to auto ownership, care and maintenance, by primary residence, January 2013
                                                                                                                                                          • Appendix – Social Media – Car Service: Maintenance and Repair

                                                                                                                                                            • Brand usage or awareness
                                                                                                                                                              • Figure 123: Brand usage or awareness, January 2013
                                                                                                                                                              • Figure 124: Midas usage or awareness, by demographics, January 2013
                                                                                                                                                              • Figure 125: Jiffy lube usage or awareness, by demographics, January 2013
                                                                                                                                                              • Figure 126: Meineke usage or awareness, by demographics, January 2013
                                                                                                                                                              • Figure 127: AAMCO usage or awareness, by demographics, January 2013
                                                                                                                                                              • Figure 128: Pep boys usage or awareness, by demographics, January 2013
                                                                                                                                                              • Figure 129: MAACO usage or awareness, by demographics, January 2013
                                                                                                                                                            • Activities done
                                                                                                                                                              • Figure 130: Activities done, January 2013
                                                                                                                                                              • Figure 131: Midas—Activities done, by demographics, January 2013
                                                                                                                                                              • Figure 132: Jiffy lube—Activities done, by demographics, January 2013
                                                                                                                                                              • Figure 133: Meineke—Activities done, by demographics, January 2013
                                                                                                                                                              • Figure 134: Pep boys—Activities done, by demographics, January 2013
                                                                                                                                                            • Online conversations
                                                                                                                                                              • Figure 135: Percentage of consumer conversation by selected car service brands, Feb. 26, 2013-March 25, 2013
                                                                                                                                                              • Figure 136: Online mentions, selected car service brands, percent of daily mentions, Feb. 26, 2013-March 25, 2013
                                                                                                                                                              • Figure 137: Mentions by page type, selected car service brands, Feb. 26, 2013-March 25, 2013
                                                                                                                                                              • Figure 138: Mentions by type of conversation, selected car service brands, Feb. 26, 2013-March 25, 2013
                                                                                                                                                              • Figure 139: Major areas of discussion surrounding car service brands, Feb. 26, 2013-March 25, 2013
                                                                                                                                                              • Figure 140: Major areas of discussion surrounding car service brands, Feb. 26, 2013-March 25, 2013
                                                                                                                                                          • Appendix – Trade Associations

                                                                                                                                                            Companies Covered

                                                                                                                                                            • American Automobile Association (AAA)
                                                                                                                                                            • Bridgestone Americas Holding Inc.
                                                                                                                                                            • Chrysler LLC
                                                                                                                                                            • General Motors Corporation
                                                                                                                                                            • Jiffy Lube International
                                                                                                                                                            • National Automobile Dealers Association (NADA)
                                                                                                                                                            • National Highway Traffic Safety Association (NHTSA)
                                                                                                                                                            • Saab Cars North America
                                                                                                                                                            • Sonic Automotive, Inc.
                                                                                                                                                            • The Goodyear Tire & Rubber Company
                                                                                                                                                            • U.S. Bureau of the Census
                                                                                                                                                            • US Department of Commerce
                                                                                                                                                            • Walmart Stores (USA)

                                                                                                                                                            Car Service: Maintenance and Repair - US - April 2013

                                                                                                                                                            US $3,995.00 (Excl.Tax)