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Auto Service, Maintenance and Repair - US - December 2017

"Auto service, maintenance, and repair are critical components of vehicle ownership. Vehicles require regular maintenance and upkeep to ensure their longevity and use, and neglecting such responsibilities can result in extremely costly repairs for consumers. Today’s consumers are aware of the necessary service and maintenance they must perform but are still sensitive regarding pricing."

- Buddy Lo, Automotive Analyst

This report will look at the following areas:

  • Trust remains paramount for car owners
  • Advanced driver-assistance systems reduce collisions
  • Car owners still aren’t proactively scheduling service

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Table of contents

  1. Overview

    • What you need to know
      • Definition
      • Executive Summary

        • The issues
          • Trust remains paramount for car owners
            • Figure 1: Location reasons, October 2017
          • Advanced driver-assistance systems reduce collisions
            • Figure 2: Percent difference in police-reported crash rates, vehicles with front crash prevention vs. vehicles without, January 2016
          • Car owners still aren’t proactively scheduling service
            • Figure 3: Vehicle maintenance behavior, by age, October 2017
          • The opportunities
            • Auto service and repair market forecasted for growth
              • Figure 4: Total US retail sales and fan chart forecast of auto service, maintenance, and repair, at current prices, 2012-22
            • Increasingly complicated vehicles increasingly expensive to fix
              • Younger car-owners seek recommendations on social media and online reviews
                • Figure 5: Vehicle maintenance behavior, by age, October 2017
              • What it means
              • The Market – What You Need to Know

                • Auto service, maintenance, and repair spend continues growth
                  • Americans are driving more than ever
                    • ADAS prevent accidents but cars are pricier to fix
                    • Market Size and Forecast

                      • Auto service, maintenance, and repair expected to grow through 2022
                        • Figure 6: Total US retail sales and fan chart forecast of auto service, maintenance, and repair, at current prices, 2012-22
                    • Market Breakdown

                      • Nearly half of customers have gone to independent repair shops
                        • Figure 7: Automotive maintenance/repair service, by location, Spring 2017
                    • Market Perspective

                      • Few car owners perform their own maintenance
                      • Market Factors

                        • Americans driving more than ever
                          • Figure 8: Vehicle miles travelled, 2000-16
                        • ADAS will reduce accidents but increase cost for repairs
                          • Figure 9: Percent difference in police-reported crash rates, vehicles with front crash prevention vs. vehicles without, January 2016
                        • Older vehicles on the road will require even more maintenance
                          • Figure 10: Average age of light vehicles in the US, 1995-2016
                        • New-vehicle sales drive warranty work
                          • Figure 11: Warranty percentage of fixed-ops sales, 2013-16
                        • High consumer confidence promotes maintenance spending
                          • Figure 12: Consumer confidence and unemployment, 2000-September 2017
                      • Key Players – What You Need to Know

                        • Franchise dealerships benefiting from warranty-covered services
                          • Openbay expands offerings for service providers
                            • Service centers struggle to find and keep qualified technicians
                              • Self-driving cars won’t be self-repairing
                              • What’s Working?

                                • Warranty work continues to grow
                                  • Figure 13: Warranty as a percentage of fixed-ops sales, 2013-16
                                • Openbay increases integration with service center operations
                                  • Figure 14: State Farm informational email, October 2017
                              • What’s Struggling?

                                • Service departments struggle to attract and retain talent
                                  • Franchise service centers have a pricey reputation
                                    • Figure 15: Location reasons, by service location, October 2017
                                • What’s Next?

                                  • Insurance companies streamline claims process on mobile
                                    • Figure 16: Allstate informational email, October 2017
                                  • Self-driving cars are a potential boom for service providers
                                  • The Consumer – What You Need to Know

                                    • Service providers need to establish trust with car owners
                                      • Model year and purchase type alters vehicle servicing behavior
                                        • Car owners likely to use the same auto service provider
                                          • Branding and warranty are key for newer-car owners
                                          • Auto Maintenance or Repair Services

                                            • Nine out of 10 car owners had work professionally done in the past year
                                              • Figure 17: Auto maintenance or repair services, October 2017
                                              • Figure 18: Christian Brothers Automotive, direct mail, October 2017
                                          • Vehicle Model Year

                                            • One third of vehicles serviced over ten years old
                                              • Figure 19: Vehicle model year, October 2017
                                              • Figure 20: Vehicle model year, October 2017
                                            • Older vehicles get slightly more work done
                                              • Figure 21: Auto maintenance or repair services, by model year, October 2017
                                          • Purchase Type

                                            • Majority of vehicles serviced were purchased new
                                              • Figure 22: Purchase type, October 2017
                                            • Purchase type correlated with age and income
                                              • Figure 23: Purchase type, by age and income, October 2017
                                            • Over 40% of new car purchases are five years old or older
                                              • Figure 24: Purchase type, by model year, October 2017
                                          • Service Location

                                            • Dealerships and independent repair shops most-used locations
                                              • Figure 25: Service location, October 2017
                                            • More than half of new vehicles are taken to dealerships
                                              • Figure 26: Service location, by purchase type, October 2017
                                            • Auto service chains over-index among urban residents
                                              • Figure 27: Service location, by area, October 2017
                                          • Location Reasons

                                            • Trust continues to be critical in choosing a service location
                                                • Figure 28: Location reasons, October 2017
                                              • Trust becomes more important as incomes rise
                                                • Figure 29: Location reasons, by income, October 2017
                                              • Newer-car owners go with brand and warranty
                                                • Figure 30: Location reason, by vehicle model year, October 2017
                                              • Independent repair shops chosen because of trust, location, and cost
                                                  • Figure 31: Location reasons, by auto service location, October 2017
                                                • Location Reasons TURF Analysis
                                                  • Figure 32: TURF analysis – Maintenance and repair reasons, October 2017
                                              • Auto Maintenance Behavior

                                                • Car owners tend to stick with the same location
                                                  • Figure 33: Auto maintenance behavior, October 2017
                                                • Dealerships and independent repair shops get one-stop-shop customers
                                                    • Figure 34: Auto maintenance behavior, by auto service location, October 2017
                                                  • Younger car-owners more likely to book appointments same day
                                                    • Figure 35: Auto maintenance behavior, by age, October 2017
                                                • Facility Amenities

                                                  • Wi-Fi tops desired amenities
                                                    • Figure 36: Facility amenities, October 2017
                                                    • Figure 37: TURF analysis – Desired amenities, October 2017
                                                • Appendix – Data Sources and Abbreviations

                                                  • Data sources
                                                    • Sales data
                                                      • Fan chart forecast
                                                        • Consumer survey data
                                                          • Consumer qualitative research
                                                            • Direct marketing creative
                                                              • Abbreviations and terms
                                                                • Abbreviations
                                                                  • Terms
                                                                    • TURF Methodology

                                                                    Auto Service, Maintenance and Repair - US - December 2017

                                                                    US $4,395.00 (Excl.Tax)