Public’s perception of dealers, fast fits and independents is blurring

Recent changes in business models are blurring the lines between the suppliers of vehicle servicing and repairs

Public’s perception of dealers, fast fits and independents is blurring
Research highlights motorists’ changing perceptions as garage business models converge. Image: Bigstock.

Changing business models is creating a lack of differentiation in the industry, according to Chris Oakham of Trend Tracker, automotive industry research provider.

He says that fast-fits “now look more like independent garages” and that “there is a cohort of independent garages emulating franchised workshops in terms of technical expertise, systems, marketing and training”.

He adds: “More franchised workshops have fast-fit bays, on-demand MOT testing and tyres.

“Autocentre numbers haven’t grown to the extent predicted by some pundits, and neither have mobile mechanics.”

The shift in business models was first recognised by Trend Tracker five years ago when analysing its monthly survey of motorists and their purchases of servicing and repairs.

Provider shares of servicing and repairs by volume, 2005 to 2015.

Provider shares of servicing and repairs by volume, 2005 to 2015.

“We started to find that ever more interviewees were selecting ‘other’ from our multiple-choice list of servicing and repair providers, and then entering descriptions like: Kwik-fit garage, Volkswagen specialist, or dealer workshop,” Chris explains.

“Motorists could only clearly differentiate between franchised workshop, independent and DIY because offers and formats were converging.”

The findings highlight motorists’ changing perceptions as business models converge.

Chris said: “The share of what we traditionally understand as fast-fits could be understated, and the share for independent garage workshops, which includes autocentres, could be overstated by a similar amount.

“The problem for providers is, of course, that a lack of differentiation leads to undesirable effects like falling real prices.”

For franchised workshops, Chris concludes that their share of servicing and repairs is increasing, thanks to booming new sales and a growing four-year parc.

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