Customer Trends Changing the Auto Repair Industry In 2022

05 Jul 2022 Helpful Tips


In the Auto Repair Industry, the customer is king! Without customers, you don’t have a repair shop. The Australian Auto Repair Industry has changed dramatically in the last two years. The way customers booked their service or repair two years ago is much different to the way they do it today.

Here are 5 New Customer Trends Changing the Auto Repair Industry in 2022.

1. Online Bookings

The biggest change to the Australian Auto Repair Industry brought on by the Covid-19 Pandemic is the switch from Phone and Email Bookings to Online. Over the last two years, online bookings have exploded in popularity, for two reasons mainly, it’s faster and easier for customers.

To underline the sudden shift, almost 70% of customers choose to book online instead of calling or emailing in 2022. To be successful, Auto Repair Workshops need to implement an online booking method for customers. The best way to do this is by having your own unique Workshop Website.

The benefit of having a Workshop Website is it simplifies your customers booking process. Customers can book in their next service or repair at a time that suits them best. Just as important, your Workshop won’t need to have a mechanic by the phone or computer taking and receiving bookings – everybody wins!

Related Article: Why Australian Workshops MUST Have a Website?

2. In-Store Experience

Even with the sudden shift to Online Bookings, the in-store workshop experience has become even more important to customers. A recent study showed that 72% of Motorists feel anxiety about visiting an Auto Repair Store. To acquire and retain customers for your Auto Repair Workshop you need to make sure you are offering a customer experience that is second to none.

Look out for your customer, provide them with a detailed explanation if something needs to be repaired, complete your jobs on time and most importantly fulfill your promise. If you are promise a customer something, whether it be price, turnaround time or anything else, make sure you fulfill it. There is nothing more frustrating than being let down by product or service you purchase, you often never want to go back. It’s so important that your Workshop focuses on providing a 5-star customer service experience for customers.

Related Article: How to reduce drivers; anxiety around visiting the auto repair shop.

3. Prepayment

A trend that is starting to take effect in the Auto Repair industry is Prepayment. Prepayment has been a popular offering in many other industries for some time but is only now starting to find a place in the Australian Auto Repair Industry.

Prepayment is the process of offering customers the chance to pay for your services prior to the booking. Prepayment offers many benefits for both customers and for workshop owners. For customers, they know what they are paying and can prepare. For Workshop owners, you receive the funds early, increasing cashflow.

Related Article: 5 Ways Automotive Workshops Can Increase Cashflow in 2022.

4. Electric Vehicles

Electric Vehicles are surging in popularity. Electric Vehicle Sales grew 300% in Australia last year and that shows no signs of slowing down. As Electric Vehicles continue to grow in popularity, the demand for service and repairs will only follow.

One of the biggest opportunities for Auto Repair Stores in 2022 is to expand your offering to cater for Electric Vehicles. On the back of new government incentives, Electric Vehicles are only going to grow. There will be a day where your Workshop will need to adapt to catering for them, now is the best time to start.

Before you begin offering services for Electric Vehicles it is highly recommended that you conduct the appropriate research, understand tooling and safety requirements and any other logistics. Expanding your offering will require investment.

Related article: Is Your Workshop Ready for Electric Vehicles? How Your Workshop Can Prepare.

5. Increased Competition

For so long customers have remained loyal to their regular mechanic, but in 2022, many customers are looking elsewhere. On the back of increased competition, customers are looking for better deals and breaking their loyalty for better savings.

The Australian Auto Repair Industry is an incredibly competitive industry, there is an abundance of auto repair stores around. In order to stay competitive, Workshops need to research the competition, know what prices they are offering and give customers something better. The days of loyalty is over, your Workshop needs to fight to keep and gain customers.

Related Article: How Australian Workshops Can Acquire Customers in 2022.

Final Word,

Customer preferences are constantly changing. As a Workshop owner, it is important you stay on top of the latest trends in the industry and adapt your offering to customer preferences. The 5 trends mentioned above are changing the Auto Repair Industry in 2022.

We hope you enjoyed reading this article. To read more article like this, please visit the Workshop Mate latest news page here.

About Workshop Mate,

Workshop Mate by Jeal is an Australian, Web-based, Workshop Management Software that simplifies and automates the daily tasks of running a mechanical Workshop. Using innovative technologies, Workshop Mate removes common frustrations experienced at the Workshop – opening your doors for future growth.

Workshop Mate features include Job Management, Stock Management, Quotes, Invoicing, Integrated Accounting, Barcoding, Customer Bookings, Service History, Job Allocation and more – in the one central, easy-to-use application.

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