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DAT report: The relationship between car owners and their workshop
The DAT report examined car owners' relationship with the repair shop in more detail. As it turns out, 85 percent of all car owners recently had contact with their workshop at least once a year. The majority value good communication.
DAT report: The relationship between car owners and their workshop
Every year, Deutsche Automobil Treuhand GmbH determines representative facts about the population's automotive sensitivities. The so-called DAT report is collected in Germany, but experts are sure that the Austrian market operates in a similar way. The “Topic of the Month for December” deals with the relationship between car owners and the workshop.
In addition to care, maintaining value plays an important role for car owners. 92 percent of owners state that their car must always be in perfect technical condition, and 89 percent are convinced that regular maintenance and care increase the resale value. The workshop plays an important role for this and also for possible accident damage and repairs due to wear and tear during the period of car ownership.
Relationship with the workshop
Workshop is fundamentally important during the holding period: In 2020, a total of 85 percent of all car owners had contact with their workshop at least once. This is a slight decrease compared to the previous year (2019: 89%), but it can be explained by the Corona situation. If you add up all contacts that took place during 2020 - i.e. in person, by telephone or in writing - this results in an average of 4.7 contact points.
High level of workshop contact for owners of 4- to 5-year-old cars: In addition to repairs and inspections, the frequency of contact with the workshop is also characterized by seasonal issues such as changing wheels or purchasing accessories. Regardless of whether the car is newer or older, the vast majority (85%) of owners have contact with the workshop at least once a year. However, there are differences depending on the age of the car: If the car is less than a year old, the proportion is only 73 percent. This value increases significantly the older the car is and reaches its peak among owners of 4- to 5-year-old cars. At 94 percent, almost all of these owners have at least one contact with the workshop within a year. As the car gets older, the value decreases slightly and only increases again from the age of ten.
Communication with the workshop is mostly desired: During workshop visits i. d. R. Amateur to professional. It is all the more important that the employees explain the procedure to the customer - if desired. There are different “communication types”. There are those who, for example, For example, if there is an upcoming major inspection, you would like a detailed dialogue or direct acceptance or you would just prefer a short conversation to hand over the keys. The majority (55%) value the detailed dialogue, in which the vehicle is thoroughly examined in the presence of the owner and any repair needs are determined. Those who only want to hand over the key briefly and have little time or interest in explanations are in the minority (45%).
Detailed communication is trending slightly downwards: For the fifth year in a row, car owners have been asked about their desired communication behavior with the workshop as part of the DAT report. It is noticeable that in 2020 the detailed dialogue acceptance is still preferred by the majority (55%), but the trend is declining - in 2016 62 percent still preferred this. The reasons for this could be the owners' general lack of time but also the increasingly complex cars.