US car owners: Preferred auto service locations and key decision factors
Auto services play a crucial role for car owners in maintaining the performance and longevity of their vehicles. Data from YouGov’s CategoryView provides insight into how often car owners visit automobile service centers, their preferred types of service locations, the factors influencing their choice, and their service preferences for specific types of repairs and maintenance.
Most US car owners (58%) report visiting an automobile service center one to two times in the last 12 months for repairs and maintenance. Another 19% indicate they visited three to four times.
When it comes to choosing a service provider, independent mechanics are the most popular choice (36%). Automobile dealerships come in second, attracting 32% of car owners, while 21% prefer franchise service centers. Mobile mechanics, who offer on-site services, are selected by 12% of car owners, and 7% take a do-it-yourself (DIY) approach to handle their own repairs and maintenance.
Key factors in choosing an automobile service center
Good customer service tops the list, with 55% of respondents identifying it as an important criterion. Convenience of location follows closely, cited by 45% of car owners, underscoring the importance of accessibility in their decision-making. Reputation, including customer reviews, is also a key factor (44%).
Additional factors influencing choice include the speed of service (38%), transparent pricing (37%), and the certifications and qualifications of technicians (33%). Service warranty (33%) is also an important factor, as is having a trusted person recommend the service center (30%). Offers, deals, and promotions attract 23% of car owners, while 20% prefer a center specializing in specific vehicle makes. Amenities like a comfortable lounge or waiting area are a priority for 13% of respondents.
Service preferences by provider type
Preferences for certain types of repairs and maintenance vary depending on the type of service center. What specific maintenance tasks attract car owners to automobile dealerships vs/ independent mechanics?
Automobile dealerships are a preferred choice for routine maintenance and complex repairs. For oil changes, 73% of car owners opt to visit a dealership. Dealerships are also the preferred location for engine repairs and maintenance (72%) and brake repairs (68%). Nearly two-thirds of car owners also look to dealerships for air conditioner and heater maintenance (65%), tire repair (60%) and fuel tank repair (55%). Additionally, 42% of respondents choose dealerships for cabin air filter replacement, and 37% go there for light and wiper repairs. Dealerships are less frequently chosen for external and interior cleaning, with only 17% and 15% opting in for these services.
Independent mechanics attract a considerable proportion of car owners for engine repairs and maintenance (72%), similar to dealerships, as well as for brake repairs (66%). Oil changes are also commonly done at independent shops, with 64% of car owners preferring them for this service. Independent mechanics are frequently chosen for air conditioner and heater repairs (64%), tire maintenance (62%), and fuel tank repairs (55%). Like dealerships, independent mechanics are less often chosen for tasks like external washing (13%) and interior cleaning (13%).
In addition, independent mechanics are preferred for specific audio system services, with 29% of car owners choosing them for audio system replacement and installation. However, independent shops are rarely selected for electrical, transmission, battery, or charging system repairs, each registering at around 1-2% preference from respondents.
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Methodology: YouGov Automotive CategoryView collects data on brands & consumers across the US every month. The data is based on the interviews of more than 11,000 American adults aged 18+ between March 1st and October 31st, 2024. Learn more about YouGov Automotive CategoryView.
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