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Who Buys Source

Profiling adults 18+ who had vehicle maintenance or repair work done at either a gas station/garage, car dealership or auto repair chain store in the previous year:

GfK MRI, 2012

Of those adults 18+ who had vehicle maintenance or repair work done at a gas station/garage in the past year, 53.3% were women and 46.7% were men.

GfK MRI, 2012

Adults 18+ who had vehicle maintenance or repair work done at a gas station/garage in the past year, by age group: 18-24, 10.7%; 25-34, 16.2%; 35-44, 17.3%; 45-54, 20.3%; 55-64, 16.9%; 65+, 18.6%.

GfK MRI, 2012

Adults 18+ who had vehicle maintenance or repair work done at a gas station/garage in the past year, by income bracket: $100,000+, 28.1%; $75-99,999, 14.9%; $60-74,999, 12.3%; $50-59,999, 8.1%; $40-49,999, 9.0%; $30-39,999, 9.2%; $20-29,999, 9.4%; under $20,000, 9.0%.

GfK MRI, 2012

Adults 18+ who had vehicle maintenance or repair work done at a gas station/garage in the past year, by race: White, 84.4%; Black, 6.6%; Other, 9.0%; Hispanic origin, 8.8%.

GfK MRI, 2012

Adults 18+ who had vehicle maintenance or repair work done at a gas station/garage in the past year, by region: Northeast, 25.1%; Midwest, 22.0%; South, 34.6%; West, 18.3%.

GfK MRI, 2012

Adults 18+ who had vehicle maintenance or repair work done in the past year at a gas station/garage, by marital status: Single, 23.9%; married, 57.4%; separated/widowed/divorced, 18.7%.

GfK MRI, 2012

Of those adults 18+ who had vehicle maintenance or repair work done at a car dealership in the past year, 52.0% were women and 48.0% were men.

GfK MRI, 2012

Adults 18+ who had vehicle maintenance or repair work done at a car dealership in the past year, by age range: 18-24, 8.4%; 25-34, 15.8%; 35-44, 17.8%; 45-54, 19.8%; 55-64, 18.1%; 65+, 20.1%.

GfK MRI, 2012

Adults 18+ who had vehicle maintenance or repair work done at a car dealership in the past year, by income level: $100,000+, 36.7%; $75-99,999, 17.3%; $60-74,999, 11.8%; $50-59,999, 7.9%; $40-49,999, 7.6%; $30-39,999, 7.0%; $20-29,999, 6.6%; under $20,000, 5.1%.

GfK MRI, 2012

Adults 18+ who had vehicle maintenance or repair work done at a car dealership in the past year, by race: White, 81.2%; Black, 8.3%; Other, 10.5%; Hispanic origin, 9.7%.

GfK MRI, 2012

Adults 18+ who had vehicle maintenance or repair work done at a car dealership in the past year, by region: Northeast, 18.9%; Midwest, 23.3%; South, 36.8%; West, 21.0%.

GfK MRI, 2012

Adults 18+ who had vehicle maintenance or repair work done in the past year at a car dealership in the past year, by marital status: Single, 19.6%; married, 63.8%; separated/widowed/divorced, 16.6%.

GfK MRI, 2012

Of those adults 18+ who had vehicle maintenance or repair work done at an auto repair chain store in the past year, 53.1% were women and 46.9% were men.

GfK MRI, 2012

Adults 18+ who had vehicle maintenance or repair work done at an auto repair chain store in the past year, by age group: 18-24, 14.8%; 25-34, 23.3%; 35-44, 18.8%; 45-54, 19.1%; 55-64, 12.3%; 65+, 11.7%.

GfK MRI, 2012

Adults 18+ who had vehicle maintenance or repair work done at an auto repair chain store in the past year, by income bracket: $100,000+, 28.4%; $75-99,999, 14.8%; $60-74,999, 11.7%; $50-59,999, 8.7%; $40-49,999, 8.4%; $30-39,999, 9.2%; $20-29,999, 9.1%; under $20,000, 9.7%.

GfK MRI, 2012

Adults 18+ who had vehicle maintenance or repair work done at an auto repair chain store in the past year, by race: White, 74.6%; Black, 11.5%; Other, 13.9%; Hispanic origin, 13.7%.

GfK MRI, 2012

Adults 18+ who had vehicle maintenance or repair work done at an auto repair chain store in the past year, by region: Northeast, 14.9%; Midwest, 20.7%; South, 39.7%; West, 24.7%.

GfK MRI, 2012

Adults 18+ who had vehicle maintenance or repair work done at an auto repair chain store in the past year, by marital status: Single, 29.6%; married, 52.4%; separated/widowed/divorced, 18.0%.

GfK MRI, 2012

According to the 2012 Fast Lube Operators Survey, conducted by the National Oil & Lube News, domestic vehicles account for 55% of quick-lube facility customers, while consumers who drive foreign-made vehicles make up the other 45%. The study also showed that light trucks constitute 35% of the total, while 18% of the vehicles serviced at quick-lube shops are classified as luxury vehicles.

National Oil & Lube News, 2012

According to the National Oil & Lube News, women account for approximately 52% of all quick lube customers.

National Oil & Lube News, 2012

According to a study by The NPD Group, age of vehicle among automotive product or service purchasers in 2011: 0-3 years old, 14%; 4-7 years, 27%; 8-10 years, 20%; 11-14 years, 20%; 15+ years, 19%.

The NPD Group, 2012

A 2012 survey by National Oil & Lube News showed that repeat business accounts for 71% of a typical quick-lube facility's customer base. 

National Oil & Lube News, 2012

When They Buy Source

April has been designated as National Car Care Month.

Car Care Council, 2012

Based on research by Polk through the third quarter of 2011, the average length of ownership of vehicles that were purchased new had increased to 71.4 months, up from 60.6 months in 2009 and 54.8 months in 2007. For consumers who bought used vechicles, the average length of ownership in 2011 was 49.9 months, up from 44.2 months in 2009 and 40.1 months in 2007.

R.L. Polk & Co., 2012

A 2012 study by National Oil & Lube News found that the average quick-lube customer changes his/her motor oil every 4,520 miles.

National Oil & Lube News, 2012

Among franchised auto dealers with service departments, 46% offer weekend service hours, while 5% stay open evenings. A total of 27% remain open both evenings and weekends, while only 22% have neither weekend or evening hours. The average dealership service department is open for business 56 hours per week.

National Automobile Dealers Association, 2011

According to a 2011 survey by The NPD Group, 52% of consumers intend to keep their vehicles five years or more, and even consumers with cars that are 10 years old or more expect to keep their vehicles another five years, on average.

The NPD Group, 2011

Why They Buy Source

According to a 2012 study by J.D. Power and Associates, customer satisfaction with an auto dealership's service department is based on five factors (in order of importance): 1. Service quality; 2. Service initiation; 3. Service advisor; 4. Service facility; 5. Vehicle pick-up.

J.D. Power and Associates, 2012

According to a 2012 study by J.D. Power and Associates, 72% of vehicle owners indicated their latest new-car dealer service visit was for maintenance rather than repair, up from 63% in 2011.

J.D. Power and Associates, 2012

How They Buy Source

The 2012 Fast Lube Operators Survey, done by the National Oil & Lube News, found that the average price of a standard full-service lube-oil-filter/multi-check job at quick-lube companies nationwide was $35.03. The average total ticket (which can include additional services such as air filter replacement, tire rotation, fuel injection cleaning, etc.) was $56.29.

National Oil & Lube News, 2012

Based on a survey of independent mechanical repair shops, the average ticket amount for customers in 2011 (top 3 responses): $200-$250, 18.1%; $250-$300, 21.7%; $300-$350, 17.4%. 

AutoInc., 2012

According to a survey by AutoInc. magazine, the average ticket amount for customers at independent collision repair shops in 2011 was $2,165. These body shops wrote an average of 93 repair orders a month in 2011, and 149 estimates.

AutoInc., 2012

Comparing average prices for the following services in 2012 at fast lube stores, auto dealerships and full-service auto facilities: Oil Change -- Fast lube, $35.03; Dealership, $43.71; Full-service facility, $33.29. Fuel Injection Service -- Fast lube, $71.55; Dealership, $148.21; Full-service facility, $78.97. Tire Rotation -- Fast lube, $19.15; Dealership, $21.98; Full-service facility, $21.62. Power Steering Service -- Fast lube, $61.09; Dealership, $96.62; Full-service facility, $84.10.  

National Oil & Lube News, 2012

According to a 2012 survey by J.D. Power and Associates, customers who schedule new-car dealer service appointments online spend $36 more on service per year than do customers who do not make an appointment, and $17 more per year than customers who call to make an appointment.

 

J.D. Power and Associates, 2012

Among franchised new-car auto dealers, the average parts and service charge per customer repair order in 2010 was $228, compared to $217 in 2009.
 

National Automobile Dealers Association, 2011

What They Buy Source

Based on a 2011 survey of independent auto mechanical repair businesses, conducted by AutoInc. magazine, 56% of ticket orders are typically for repairs, while 39% are for maintenance, and 5% are for other services.

AutoInc., 2012

Through its nationwide network of safety and emissions check stations, the Car Care Council determined that 84% of all vehicles needed some form of repair or maintenance in 2011, up from 73% in 2010. Among the problems identified, 28% of vehicles had low or dirty engine oil; 14% had worn windshield wiper blades; 15% had low or contaminated brake fluid; 18% had low, overfull or burnt transmission fluid; 18% had low or dirty power steering fluid, 24% had inadequate engine coolant; 23% were low on washer fluid; 19% needed new air filters; 20% had worn belts, 15% had worn hoses; 3% needed new PCV filters; 17% had battery cables, clamps or terminals that required maintenance; 8% had improperly inflated tires; 11% had tires with worn tread in need of replacement; and 9% had a "check engine" light illuminated.

Car Care Council, 2012

According to a survey of independent collision repair shops, types of parts they use:  OEM, 61%;  OEM "seconds", 5%; certified aftermarket, 18%; non-certified aftermarket, 4%; recycled, 13%.

AutoInc., 2012

Based on a survey by National Oil & Lube News, the overall breakdown of quick-lube shop motor oil sales, by category: Conventional/synthetic blend, 70%; full synthetic, 11%; high mileage, 10%; diesel, 8%; other, 1%. 

National Oil & Lube News, 2012

According to a survey of independent collision shops, how the average repair ticket is broken down: Parts per repair order, 41%; labor per repair order, 47%; paint and materials per repair order, 12%.

AutoInc., 2012

Where They Buy Source

The top oil change/auto service chains, based on number of locations in 2012: 1. Walmart Tire & Lube Express, 2,500; 2. Goodyear Tire & Service Network Outlets, 2,240; 3. Firestone Complete Auto Care (also includes Tires Plus and Expert Tire and Wheel Works), 2,187; 4.  Midas Auto Service Experts (also includes SpeeDee Oil Change & Tune-Up), 1,433; 5. TBC Retail Group (includes Tire Kingdom, National Tire and Battery, Merchant's Tire and Auto Center and Big O Tires), 1,260; 6. Meineke Car Care Center, 866; 7. Aamco Transmissions & Total Car Care, 861; 8. Sears Auto Centers, 809; 9. Monro Muffler & Brake Service (also includes Mr. Tire, Treadquarters Discount Tire and Autotire), 760; 10. Pep Boys, 736.

 

National Oil & Lube News, 2012

The top fast-lube chains, according to number of locations in 2012: 1. Jiffy Lube, 1,935; 2. Valvoline Instant Oil Change, 823; 3. Pennzoil 10-Minute Oil Change, 750; 4. Kwik Kar, 392; 5. Havoline xpress lube, 350; 6. Valvoline Express Care, 340; 7. Mobil 1 Lube Express, 320; 8. Express Oil Change & Service Center, 187; 9. ConocoPhillips Lube Shop, 186; 10. Grease Monkey, 181.

National Oil & Lube News, 2012

Around 70% of franchised auto dealers had on-site body shops in 1974, a number that had dropped to approximately 33% by 2010.

National Automobile Dealers Association, 2011

Business Trends Source

The Automotive Service Association projected total sales for general mechanical repair facilities (excluding new-car dealerships) to be $33.9 billion in 2011, down 1.2% from 2010. The ASA estimated sales for independent collision specialists (not including dealerships with body shops) to total $24.0 billion in 2011, a decrease of 1.0% from the previous year.

AutoInc., 2012

There were just over 16,000 fast-lube facilities in the U.S. in early-2012 (down approximately 4% from the previous year). Projections by the National Oil & Lube News call for sales to total around $8.7 billion in 2012.

National Oil & Lube News, 2012

Based on the 2012 Fast Lube Operators Survey, done by the National Oil & Lube News, there are an average of 8.6 businesses overall (including quick-lube stores and other facilities) that offer oil changes within three miles of the typical fast-lube facility.

National Oil & Lube News, 2012

Based on 2012 research by the National Oil & Lube News, 63% percent of the typical quick-lube facility's business comes from oil changes (down from 83% in 2000), with the other 37% generated by additional services.

National Oil & Lube News, 2012

Based on research by AutoInc. magazine, there were approximately 76.000 mechanical repair shops in the U.S. in 2011. The average independent mechanical repair shop has been in business 32 years, and 91% of them are family-owned.

AutoInc., 2012

According to a study by AutoInc. magazine, in 2011 there were approximately 33,500 independent collision repair businesses in the U.S. The average collision repair shop has been in business 35 years, and 90% are family-owned.

AutoInc., 2012

A 2012 survey by National Oil & Lube News determined that quick-lube facilities service an average of 37.3 cars per day (including inspections, repair work, etc.).

National Oil & Lube News, 2012

J.D. Power has predicted that due to depressed auto sales during the recession, dealer service volumes will continue to decline through 2013 before rebounding.

J.D. Power and Associates, 2012

According to a survey of independent mechanical repair shops, the average number of vehicles serviced per month in 2011: Under 50, 10.1%; 51-100, 16.2%; 101-150, 14.3%; 151-200, 13.3%; 201-250, 14.3%; 251-300, 9.4%; 301-350, 5.8%; 351-400, 4.2%; more than 400, 12.3%.

AutoInc., 2012

Based on research by AutoInc. magazine, the average independent auto mechanical repair business owner is 53 years old, and has 32 years of experience. The typical owner of a collision repair shop is 52 years of age, with 30 years of experience.

AutoInc., 2012

According to a survey by The NPD Group, of those consumers anticipating car repairs in 2011, approximately 61% said they would have a professional do all the work (this percentage was up from 56% in 2010).

The NPD Group, 2011

Total new-car dealership body shop revenue declined to approximately $6.4 billion in 2010, down from $6.6 billion in 2009 and $7.2 billion in 2008.

National Automobile Dealers Association, 2011

At franchised dealerships in the U.S., total service and parts sales increased 1.9% to $77.63 billion in 2010, compared to $76.21 billion in 2009 and $81.84 billion in 2008. Parts accounted for $43.08 billion of the 2010 total, with labor accounting for the remaining $34.55 billion.

National Automobile Dealers Association, 2011

Misc Source

According to the J.D. Power and Associates 2012 Customer Service Index Study, which measures the customer satisfaction of vehicle owners who visit their dealers' service department for maintenance or repair work during the first three years of ownership, the highest ranking luxury brands were: 1. Lexus; 2. Cadillac; 3. Jaguar; 4. Acura; 5. Porsche. The highest-ranking mass market brands were: 1. MINI; 2. Buick; 3. GMC; 4. Chevrolet; 5. Hyundai.

J.D. Power and Associates, 2012

According to research by the National Automobile Dealers Association, franchised new-car dealerships wrote an average of 13,818 vehicle repair orders in 2010, a decrease of 0.5% from the previous year.

NADA, 2011