November 2024 webinar What innovations and service offerings influence repairer choice?

We know from our ICDP various aftersales surveys that, prior to a workshop visit for a service or a repair on their car, three key elements are considered by motorists to select their service provider: price, trust and convenience.  This webinar will expand on that through the results of our just-completed survey of 6,000 private aftersales customers across France, Germany, Spain and the UK.

In addition, in an aftermarket where the annual number of repair and maintenance operations per vehicle is expected to decline, competition between the different types of repairers of any type will continue to grow.

In this context, aftersales stakeholders are developing initiatives to offer various services, aimed at attracting and retaining leads and customers in their workshops. For example, over the past years, we have seen the emergence of mobile workshops and extended workshop hours to enhance convenience, menu pricing or parts ranges for older cars to improve price competitiveness or video checks while the vehicle in on the ramp to strengthen trust.

For obvious economic and organisational reasons, it is impossible for most repairers to offer the whole spectrum of services. Therefore, the main question for managers in charge of aftersales strategies is to understand what are the regular or innovative services that are adding value, from the motorists’ point of view, on the three criteria mentioned previously: value for money, trust and convenience.

In this webinar, we reviewed the most interesting services that are currently available in order to address the customer preferences within the real world business constraints.

The presentation with speaking notes and video recording can be downloaded below.