The Automotive, Manufacturing & Mobility Group's Insight After Sales report highlights the unsatisfying customer orientation of automotive OEMs and their dealer organizations, neglecting process stability in after sales. Independent workshops and repair shop chains have gained significant market share due to the growing technical complexity of vehicles and the decreasing share of do-it-yourself-repairs. The market share of OEM-specific service locations has remained largely unchanged, but it is expected to change in the future, impacting revenue allocation between players. Cost-performance transparency for end customers is growing with the spread of online repair shop portals, and customer requirements regarding repair shop performance are becoming more demanding, with convenience being an increasingly important decision factor.
