PORT WASHINGTON, N.Y. (Oct. 28, 2016) — The majority of automotive do-it-for-me (DIFM) consumers have shifted more of their vehicle maintenance and repairs to a professional, according to market research firm NPD Group Inc., which cited convenience as the leading reason.
The preferred type of vehicle service professional — car dealership, quick lube or independent repair shop— shifts and varies, NPD said, depending primarily on vehicle age.
Many consumers trade among these different service outlets during the life of their vehicle. For example, among DIFM consumers with vehicles still under warranty, 16 percent will consider transitioning to a new outlet in the near future, while more than one-quarter are unsure how they will handle their future service needs, NPD said in its Do-It-For-Me Consumer Report 2016.
“This uncertainty represents an opportunity for service outlets to appeal to this consumer group, in an effort to capture their future service dollars,” said Nathan Shipley, director and automotive industry analyst.
“Achieving customer loyalty takes effort in this competitive service environment, but it all boils down to a matter of trust. Trust is critical, as it is the most important factor for consumers when determining where to take their vehicle for service.”