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Auto Service, Maintenance and Repair - US - January 2019

"The automotive service and repair landscape is extremely competitive and fragmented. There are a variety of firms including quick lube chains, full-service dealership centers, local independent repair garages, and others competing over consumer spending. In order to be successful in the auto service and repair market, firms need to identify their strengths and target consumers for growth, but must continue to provide quality service at competitive prices to keep consumer business."
- Buddy Lo, Automotive Analyst

This Report looks at the following areas:

  • Market breakdown of fragmented auto service market
  • Consumer vehicle maintenance behaviors and attitudes
  • Consumer reasons for choosing an automotive service provider
  • Attitudes toward automotive service providers

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Table of contents

  1. Overview

    • What you need to know
      • Definition
      • Executive Summary

        • Overview
          • The issues
            • Auto service market is extremely fragmented
              • Figure 1: Service locations, November 2018
            • Lower-income households less likely to perform routine services
              • Figure 2: Automotive services performed, by household income, November 2018
            • Location and familiarity top consumer reasons for location choice
              • Figure 3: Location reasons, November 2018
            • The opportunities
              • Winning the trust of higher-income earners will provide dividends
                • Figure 4: Location reasons, by household income, November 2018
              • Personal referrals are strong sources for independent smaller firms
                • Figure 5: Service discovery, by service location, November 2018
              • Positive online reputation critical to winning younger car owners
                • Figure 6: Vehicle maintenance behavior, by age, November 2018
              • What it means
              • The Market – What You Need to Know

                • Auto service industry should exceed $200bn by 2023
                  • Dealerships and garages are the primary repair spots for car owners
                    • ADAS may reduce collisions, but increase repair bills
                      • Low oil prices lower overall costs, let Americans drive more
                        • Increasing vehicle prices may lead consumers to keep their cars longer
                        • Market Size and Forecast

                          • Spending on automotive repair and services continue to increase
                            • Figure 7: Total US sales and fan chart forecast of auto service, maintenance, and repair, at current prices, 2013-23
                            • Figure 8: Total US sales and forecast of auto service, maintenance, and repair, at current prices, 2018-21
                        • Market Breakdown

                          • Majority of service work takes place at repair shops or dealerships
                            • Figure 9: Maintenance and repair service locations, Summer 2018
                        • Market Perspective

                          • Advanced driver assistance systems prevent accidents but increase repair costs
                          • Market Factors

                            • Lowering gas prices save Americans billions
                              • Figure 10: US gasoline and diesel retail prices, January 2007-December 2018
                            • Increasing transaction prices and higher costs may delay next vehicle purchase
                            • Key Players – What You Need to Know

                              • Openbay triples number of employees with another round of financing
                                • New car sales dip points to lowering warranty work
                                  • Caliber Collision and Abra Auto Body Repair merge into a 1,000+ chain
                                  • What’s Working?

                                    • Openbay gets further investment from Shell to expand
                                      • The average franchise dealership is seeing steady growth on service
                                        • Figure 11: Average franchise dealership fixed-ops revenue, 2012-18
                                    • What’s Struggling?

                                      • Warranty as a percentage of sales declines for the first time since 2012
                                        • Figure 12: Warranty work as a percentage of total fixed-ops sales for franchise dealerships, 2012-18
                                    • What’s Next?

                                      • Caliber Collision and Abra Auto Body Repair merge
                                        • On-demand automotive services could shake-up service industry
                                          • Amazon partnering with local auto service stores
                                          • The Consumer – What You Need to Know

                                            • Nearly four in five car owners purchased non-oil change automotive service last year
                                              • New car buyers likely to take their vehicle back to the dealership
                                                • Engine troubles spur purchase consideration
                                                  • One in five car owners feel they’ve been taken advantage of
                                                    • Positive online reputation key for younger inexperienced car owners
                                                    • Automotive Services Performed

                                                      • Oil change and routine maintenance top services done
                                                        • Figure 13: VIP Tires & Service direct mail, October 2018
                                                        • Figure 14: Nalley Hyundai direct mail, November 2018
                                                        • Figure 15: Automotive services performed, November 2018
                                                      • Younger men a distinctive opportunity for vehicle modifications
                                                        • Figure 16: Automotive services performed, by gender and age, November 2018
                                                        • Figure 17: Automotive services performed, by age, November 2018
                                                      • Higher-income households more likely to pay for routine services
                                                        • Figure 18: Automotive services performed, by household income, November 2018
                                                      • Transmission work increases purchase intent
                                                        • Figure 19: Vehicle purchase intent, by automotive services performed, November 2018
                                                    • Service Locations

                                                      • Market extremely fragmented among local and national firms
                                                        • Figure 20: Service locations, November 2018
                                                      • Service location dependent on consumer age and income levels
                                                        • Figure 21: Service locations, by generation, November 2018
                                                        • Figure 22: Service locations, by age and household income, November 2018
                                                        • Figure 23: Purchase type, by age and household income, November 2018
                                                        • Figure 24: Service locations, by purchase type, November 2018
                                                        • Figure 25: Munday Chevrolet service acquisition email, December 2018
                                                      • Costco over indexes among Asian car owners
                                                        • Figure 26: Retailers shopped, by race and Hispanic origin, March 2017
                                                        • Figure 27: Service locations, by race and Hispanic origin, November 2018
                                                    • Location Reasons

                                                      • Location and familiarity top themes for consumer decision making
                                                        • Figure 28: Location reasons, November 2018
                                                      • New owners go by trust, used owners go by cost – both want location
                                                        • Figure 29: Location reasons, by purchase type, November 2018
                                                      • “I got a guy” – Independent repair shops win trust of their customers
                                                        • Figure 30: Location reasons, by service locations, November 2018
                                                      • Retailers and auto service chains win on convenience and pricing
                                                        • Figure 31: Location reasons, by service locations, November 2018
                                                    • Service Discovery

                                                      • Nearly a third of consumers take their car back to where they bought it
                                                        • Figure 32: Service discovery, November 2018
                                                      • Repair shops and auto body shops add a personal touch
                                                        • Figure 33: Service discovery, by service location, November 2018
                                                      • Discounts and online marketing key for retailers and auto service chains
                                                        • Figure 34: Service discovery, by service location, November 2018
                                                      • Organic reach most effective in reaching service customers
                                                        • Figure 35: TURF analysis – Service Discovery, November 2018
                                                    • Vehicle Maintenance Behavior

                                                      • Mechanic preference split on purchase type
                                                        • Figure 36: Vehicle maintenance behavior, by purchase type, November 2018
                                                      • Opportunity to increase DIY work among younger women
                                                        • Figure 37: Vehicle maintenance behavior, by gender and age, November 2018
                                                      • Positive online reputation needed for younger car owners
                                                        • Figure 38: Vehicle maintenance behavior, by age, November 2018
                                                        • Figure 39: Service discovery, by age, November 2018
                                                      • One in five car owners feel they’ve been taken advantage of
                                                        • Figure 40: Vehicle maintenance behavior, November 2018
                                                    • Appendix – Data Sources and Abbreviations

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

                                                                      • Methodology

                                                                      Auto Service, Maintenance and Repair - US - January 2019

                                                                      US $4,395.00 (Excl.Tax)