The study examined the evolving automotive aftermarket and vehicle servicing landscape across the United States, with a focus on factors influencing service demand, customer retention, and network performance. The objective was to understand how independent repair shops, dealership service centers, and aftermarket providers compete for customers, manage operating costs, and adapt to changes in vehicle technology and consumer expectations.
The research team conducted targeted recruitment and screening to identify industry experts with relevant experience in automotive service operations, aftermarket distribution, and network management. In-depth interviews explored service pricing, parts availability, technician capacity, customer acquisition and retention, and the impact of vehicle electrification and advanced technologies on traditional service models.
The study provided a detailed view of the key factors shaping automotive aftermarket performance and service network competitiveness. Findings highlighted the importance of technician availability, parts supply, pricing strategies, and customer experience, while also identifying how changing vehicle technologies are influencing service requirements and creating opportunities for providers to strengthen retention and operational efficiency.
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