The price of servicing and restore work on automobiles is the most important problem confronted by service advisors
1 / 4 of the 520 service advisors polled for the forthcoming Bumper UK Automotive Aftersales Report 2024/25, cited affordability of repairs for patrons as their major problem.
This, it mentioned, underscored the monetary pressures on customers because of the elevated price of residing and rising elements costs.
Buyer expectations was the subsequent largest problem with 18% of service advisors signalling the rising demand for prime quality service and personalised experiences.
Whereas elements availability was a priority for 12%, as service advisors grapple with provide chain points.
The analysis additionally discovered service advisors have been equally break up between those that had recognized operational modifications in dealership priorities within the final 12 months and people who had not.
The largest modifications recognized by over two-thirds of the previous group have been to buyer retention and satisfaction methods, reflecting an elevated administration concentrate on making certain constructive buyer experiences and loyalty.
Most service advisors (58%) reported observing modifications in buyer preferences or behaviour in aftersales providers in comparison with earlier years.
Elevated value sensitivity was probably the most continuously cited change (43%), indicating that prospects are targeted on affordability and worth, with over one in 5 noting an increase in using interest-free choices to settle workshop payments.
A fall within the acceptance of really useful repairs was recognized by 13% of service advisors.
“Service advisors are in a unique position to observe the behavioural changes of aftersales customers with our research highlighting the impact that servicing and repair costs are having across the sector,” mentioned Daniel Christie, Head of gross sales at Bumper.
