GITNUXREPORT 2025

Customer Experience In The Automotive Aftermarket Industry Statistics

85% willing to pay more for better automotive customer experience.

Jannik Linder

Co-Founder of Gitnux, specialized in content and tech since 2016.

First published: April 29, 2025

Our Commitment to Accuracy

Rigorous fact-checking • Reputable sources • Regular updatesLearn more

Statistic 1

85% of automotive customers are willing to pay more for a better customer experience

Statistic 2

78% of consumers say that a company's customer experience influences their purchasing decisions in automotive aftermarkets

Statistic 3

65% of customers reported that they would switch brands after a poor customer service experience in automotive repair

Statistic 4

90% of automotive aftermarket businesses see improved customer retention after implementing personalized marketing strategies

Statistic 5

Only 52% of automotive aftermarket service providers feel their digital tools effectively enhance customer experience

Statistic 6

75% of customers report that their positive service experience influences their likelihood to recommend an automotive service to others

Statistic 7

60% of automotive aftermarket companies have increased investments in AI-driven customer support solutions

Statistic 8

65% of consumers say they are more loyal to brands that personalize interactions based on their vehicle history and preferences

Statistic 9

48% of automotive customers are frustrated by inconsistent experiences between online and in-store interactions

Statistic 10

65% of customers would switch to a competitor after a poor digital experience during vehicle servicing

Statistic 11

92% of automotive aftermarket companies acknowledge that improving customer experience can influence revenue growth

Statistic 12

72% of automotive service customers stated that transparent pricing significantly impacts their satisfaction

Statistic 13

81% of automotive customers prefer a proactive approach from service providers about vehicle needs and updates

Statistic 14

63% of automotive repair shops have increased their use of customer feedback tools to improve service quality

Statistic 15

50% of automotive aftermarket consumers feel that digital service records influence their loyalty and trust

Statistic 16

77% of automotive service customers are more likely to recommend a company that Provides digital service history and updates

Statistic 17

40% of automotive customers have abandoned a service booking process due to a complicated or non-intuitive website or app interface

Statistic 18

60% of automotive aftermarket companies plan to integrate augmented reality tools to educate customers and improve service satisfaction by 2024

Statistic 19

48% of consumers say their auto service experience was significantly improved by contactless payment options

Statistic 20

89% of automotive aftermarket businesses agree that investing in customer experience enhances brand loyalty

Statistic 21

65% of automotive aftermarket service providers use customer satisfaction scores to monitor and improve their service quality

Statistic 22

58% of customers report that real-time tracking of repairs and parts enhances their satisfaction with automotive services

Statistic 23

68% of automotive customers feel it’s important for service centers to proactively communicate with them about delays and updates

Statistic 24

77% of automotive repair service providers feel that automating customer communication processes improves satisfaction

Statistic 25

85% of automotive aftermarket companies see customer experience as a key driver for differentiation in a competitive market

Statistic 26

50% of consumers report that they are likely to switch brands due to inconvenient service scheduling

Statistic 27

69% of automotive service providers aim to improve customer experience through training staff in digital customer service skills

Statistic 28

74% of automotive aftermarket customers are more likely to revisit a service provider that offers digital communication channels

Statistic 29

47% of automotive aftermarket companies believe customer reviews significantly influence new customer acquisition

Statistic 30

60% of customers feel that efficient service process reduces their overall vehicle downtime

Statistic 31

84% of automotive service customers value clear and consistent communication from their providers

Statistic 32

55% of automotive aftermarket firms are integrating chatbots to handle common customer inquiries

Statistic 33

72% of automotive customers cite ease of scheduling and quick service as key factors in their satisfaction

Statistic 34

61% of automotive aftermarket companies utilize customer feedback surveys to drive process improvements

Statistic 35

78% of customers express that they are more loyal to brands that provide proactive communication about service status

Statistic 36

67% of automotive aftermarket businesses have seen an increase in customer satisfaction after adopting digital communication tools

Statistic 37

82% of automotive service providers believe digital experience improvements lead to higher customer retention

Statistic 38

74% of auto consumers rank convenient and transparent billing higher than other service aspects

Statistic 39

80% of consumers expect seamless multi-channel communication (phone, online, in-person) from automotive repair shops

Statistic 40

80% of automotive customers want real-time updates on repair status, parts availability, and appointment reminders

Statistic 41

40% of automotive consumers prefer scheduling service appointments via mobile apps over calling or visiting in person

Statistic 42

88% of customers are more likely to return to an automotive service provider that offers convenient digital scheduling options

Statistic 43

58% of consumers find test-driving vehicles more enjoyable when offered a personalized experience tailored to their preferences

Statistic 44

69% of consumers expect automotive brands to offer personalized communication based on their automotive history

Statistic 45

55% of automotive customers are more likely to trust brands that offer online chat support for vehicle service inquiries

Statistic 46

73% of consumers believe that a positive online reputation (reviews, ratings) influences their choice of automotive aftermarket service provider

Statistic 47

82% of consumers prefer to receive reminders for vehicle maintenance based on their driving habits

Statistic 48

62% of customers are willing to pay more for mobile app features that simplify scheduling, status updates, and payments

Statistic 49

70% of consumers prefer contactless payment options for auto repairs and maintenance

Statistic 50

66% of customers prefer receiving digital invoices and receipts after service

Statistic 51

70% of automotive aftermarket customers prefer digital-first interactions for inquiries and service booking

Statistic 52

45% of automotive aftermarket businesses have increased their digital marketing budget in the past year to improve customer experience

Statistic 53

45% of automotive customers are influenced by a brand’s online reviews when choosing a service provider

Statistic 54

54% of automotive aftermarket companies plan to enhance their online presence to improve customer engagement

Statistic 55

55% of automotive aftermarket service providers plan to adopt IoT technology to enhance customer experience by 2024

Statistic 56

70% of automotive customers consider a quick, transparent repair process as a critical factor in their overall satisfaction

Statistic 57

85% of automotive consumers expect transparent communication about repair costs before service begins

Statistic 58

52% of consumers want their repair and maintenance histories to be accessible online, improving transparency and trust

Statistic 59

55% of automotive customers have experienced frustration due to lack of communication during repairs

Statistic 60

63% of automotive service centers are increasing their use of AI for diagnostics to improve service speed and accuracy

Slide 1 of 60

Sources

Our Reports have been cited by:

Trust Badges - Publications that have cited our reports

Key Highlights

85% of automotive customers are willing to pay more for a better customer experience
78% of consumers say that a company's customer experience influences their purchasing decisions in automotive aftermarkets
70% of automotive aftermarket customers prefer digital-first interactions for inquiries and service booking
65% of customers reported that they would switch brands after a poor customer service experience in automotive repair
90% of automotive aftermarket businesses see improved customer retention after implementing personalized marketing strategies
Only 52% of automotive aftermarket service providers feel their digital tools effectively enhance customer experience
80% of consumers expect seamless multi-channel communication (phone, online, in-person) from automotive repair shops
75% of customers report that their positive service experience influences their likelihood to recommend an automotive service to others
60% of automotive aftermarket companies have increased investments in AI-driven customer support solutions
65% of consumers say they are more loyal to brands that personalize interactions based on their vehicle history and preferences
48% of automotive customers are frustrated by inconsistent experiences between online and in-store interactions
80% of automotive customers want real-time updates on repair status, parts availability, and appointment reminders
55% of automotive aftermarket service providers plan to adopt IoT technology to enhance customer experience by 2024

In a fiercely competitive automotive aftermarket industry, delivering a superior customer experience is no longer optional—it’s the key to loyalty, with 85% of customers willing to pay more for better service and 78% influenced by their experience when choosing their provider.

Customer Loyalty and Satisfaction

85% of automotive customers are willing to pay more for a better customer experience
78% of consumers say that a company's customer experience influences their purchasing decisions in automotive aftermarkets
65% of customers reported that they would switch brands after a poor customer service experience in automotive repair
90% of automotive aftermarket businesses see improved customer retention after implementing personalized marketing strategies
Only 52% of automotive aftermarket service providers feel their digital tools effectively enhance customer experience
75% of customers report that their positive service experience influences their likelihood to recommend an automotive service to others
60% of automotive aftermarket companies have increased investments in AI-driven customer support solutions
65% of consumers say they are more loyal to brands that personalize interactions based on their vehicle history and preferences
48% of automotive customers are frustrated by inconsistent experiences between online and in-store interactions
65% of customers would switch to a competitor after a poor digital experience during vehicle servicing
92% of automotive aftermarket companies acknowledge that improving customer experience can influence revenue growth
72% of automotive service customers stated that transparent pricing significantly impacts their satisfaction
81% of automotive customers prefer a proactive approach from service providers about vehicle needs and updates
63% of automotive repair shops have increased their use of customer feedback tools to improve service quality
50% of automotive aftermarket consumers feel that digital service records influence their loyalty and trust
77% of automotive service customers are more likely to recommend a company that Provides digital service history and updates
40% of automotive customers have abandoned a service booking process due to a complicated or non-intuitive website or app interface
60% of automotive aftermarket companies plan to integrate augmented reality tools to educate customers and improve service satisfaction by 2024
48% of consumers say their auto service experience was significantly improved by contactless payment options
89% of automotive aftermarket businesses agree that investing in customer experience enhances brand loyalty
65% of automotive aftermarket service providers use customer satisfaction scores to monitor and improve their service quality
58% of customers report that real-time tracking of repairs and parts enhances their satisfaction with automotive services
68% of automotive customers feel it’s important for service centers to proactively communicate with them about delays and updates
77% of automotive repair service providers feel that automating customer communication processes improves satisfaction
85% of automotive aftermarket companies see customer experience as a key driver for differentiation in a competitive market
50% of consumers report that they are likely to switch brands due to inconvenient service scheduling
69% of automotive service providers aim to improve customer experience through training staff in digital customer service skills
74% of automotive aftermarket customers are more likely to revisit a service provider that offers digital communication channels
47% of automotive aftermarket companies believe customer reviews significantly influence new customer acquisition
60% of customers feel that efficient service process reduces their overall vehicle downtime
84% of automotive service customers value clear and consistent communication from their providers
55% of automotive aftermarket firms are integrating chatbots to handle common customer inquiries
72% of automotive customers cite ease of scheduling and quick service as key factors in their satisfaction
61% of automotive aftermarket companies utilize customer feedback surveys to drive process improvements
78% of customers express that they are more loyal to brands that provide proactive communication about service status
67% of automotive aftermarket businesses have seen an increase in customer satisfaction after adopting digital communication tools
82% of automotive service providers believe digital experience improvements lead to higher customer retention
74% of auto consumers rank convenient and transparent billing higher than other service aspects

Customer Loyalty and Satisfaction Interpretation

In an industry where only half of the providers believe their digital tools truly enhance the customer experience, the stark reality emerges that 85% of auto customers are willing to pay extra for better service—a clear reminder that when it comes to automotive aftermarket success, investing in personalized, transparent, and seamless experiences isn't just smart; it's essential for winning customer loyalty and revenue.

Customer Preferences and Expectations

80% of consumers expect seamless multi-channel communication (phone, online, in-person) from automotive repair shops
80% of automotive customers want real-time updates on repair status, parts availability, and appointment reminders
40% of automotive consumers prefer scheduling service appointments via mobile apps over calling or visiting in person
88% of customers are more likely to return to an automotive service provider that offers convenient digital scheduling options
58% of consumers find test-driving vehicles more enjoyable when offered a personalized experience tailored to their preferences
69% of consumers expect automotive brands to offer personalized communication based on their automotive history
55% of automotive customers are more likely to trust brands that offer online chat support for vehicle service inquiries
73% of consumers believe that a positive online reputation (reviews, ratings) influences their choice of automotive aftermarket service provider
82% of consumers prefer to receive reminders for vehicle maintenance based on their driving habits
62% of customers are willing to pay more for mobile app features that simplify scheduling, status updates, and payments
70% of consumers prefer contactless payment options for auto repairs and maintenance
66% of customers prefer receiving digital invoices and receipts after service

Customer Preferences and Expectations Interpretation

In an industry where trust, convenience, and personalized experiences are now non-negotiable, automotive repair shops that embrace seamless multi-channel communication, real-time updates, and digital services will accelerate ahead, leaving behind those still stuck in the analog era.

Digital and Multi-Channel Engagement

70% of automotive aftermarket customers prefer digital-first interactions for inquiries and service booking
45% of automotive aftermarket businesses have increased their digital marketing budget in the past year to improve customer experience
45% of automotive customers are influenced by a brand’s online reviews when choosing a service provider
54% of automotive aftermarket companies plan to enhance their online presence to improve customer engagement

Digital and Multi-Channel Engagement Interpretation

With 70% of customers favoring digital interactions, nearly half of businesses boosting their online marketing, and over half prioritizing digital presence, it's clear the automotive aftermarket has shifted gears into a digital-first era where online reputation and engagement are the true horsepower behind customer loyalty.

Operational Efficiency and Innovation

55% of automotive aftermarket service providers plan to adopt IoT technology to enhance customer experience by 2024

Operational Efficiency and Innovation Interpretation

With over half of automotive aftermarket service providers aiming to adopt IoT by 2024, the industry is gearing up to shift gears from traditional service to a smarter, more connected customer experience—making cars not just vehicles, but finely tuned partners in reliability.

Service Quality and Transparency

70% of automotive customers consider a quick, transparent repair process as a critical factor in their overall satisfaction
85% of automotive consumers expect transparent communication about repair costs before service begins
52% of consumers want their repair and maintenance histories to be accessible online, improving transparency and trust
55% of automotive customers have experienced frustration due to lack of communication during repairs
63% of automotive service centers are increasing their use of AI for diagnostics to improve service speed and accuracy

Service Quality and Transparency Interpretation

In an industry where 70% of customers see speedy repairs as key to satisfaction and 85% demand upfront transparency, embracing AI-driven diagnostics and online histories isn't just innovative—it's essential to turn frustration into trust and drive automotive aftersales into the future.