Are after-sale services going online?

Even though car service portals are being accepted only hesitantly, they still have a remarkable effect already today and the online booking of auto-services is beginning to enter the imagination of motorists across Europe. According to German research firm Wolk After Sales Experts, the concept has now “become imaginable” to many car drivers and the finding forms the basis for a new study named “After Sales Goes Online“, conducted by the automotive consultancy.

What’s interesting for the wider tyre and fast fit business is that these car service portals do not only offer new possibilities to car drivers, but also to industry, garages and parts wholesalers. German auto centre chains appear to have dominated the research. But, as far as out-and-out tyre businesses are concerned, it is interested to note that Delticom and Tyre24 tied with 10 per cent of those questioned recognizing these sites.

Wolk’s view is that the further the online service market develops, the further does its transparency. According to the study this does not only hold true for pricing policy, but also for the rating of the quality of parts and services offered by these garages, the type of garage, their appointment availability, and their location.

Car drivers’ general online expenditures to rise by 11 per cent

The study is based on the responses of a total of 1,062 car drivers questioned in August 2012. The car drivers, which are responsible for the maintenance of their vehicles, were questioned with regard to their future-use of car service online portals, their preferential booking methods, and the most important criteria when it comes to selecting a workshop. The results underline the strong growth potential of car service market places in the internet. According to the study, today, internet-oriented car drivers spend an average of 830 euros per year for products and services (not only automotive) and almost two working days per week on the world wide web. In the future, this online spending is expected to rise by 11 per cent. Furthermore the study shows that 35 per cent collect information on service range and qualification of workshops from the internet already today.

Another central result of the research is that 60 to 70 per cent of the interviewed car drivers can imagine booking car services online in the nearer future. 

Wolk has a team of 40 specialists and, as a company, offers 30 years of experience in this field. The firm focuses on car service, car parts, tyres, car glass, chemicals and equipment.