Having the vehicle repaired as quickly as possible and with the highest quality is the goal of every customer who visits a workshop—whether a private individual, a leasing company, an insurer, or a fleet operator. Everyone wants to have their vehicle back as soon as possible. But what timeframe do drivers consider reasonable for each type of repair?
This question was addressed by the 2024 White Paper on Workshops by Conepa, recognizing that customers are increasingly seeking faster service. In a survey of 792 workshop customers conducted by MSI, the conclusion is clear: immediacy and speed are among the most valued characteristics of repair services. However, what is considered “reasonable” depends greatly on the type of work.
For maintenance services, nearly seven out of ten drivers (68.9%) consider same-day delivery to be reasonable, while another 23.9% find a 1–2 day turnaround acceptable. Only 4.9% believe 2–3 days is reasonable, and for the remaining 2.3%, the timeframe is not a concern. This makes sense, as maintenance operations are typically routine and straightforward, meaning that over 90% of users expect their vehicle to be ready within two days.
More striking is that for breakdown or collision repairs—which often involve diagnostics, damage assessments, parts ordering, and more complex labor—62.3% of drivers still consider same-week delivery reasonable, and 23.9% are comfortable with a two-week timeframe. Only 5.3% find a three-week turnaround acceptable, and for the remaining 8.7%, time is not a decisive factor.
What Kind of Repair Center Do Drivers Prefer for Each Job?
For maintenance tasks, more than half of respondents (52.7%) prefer the official brand dealership, followed by 37.9% who opt for independent multi-brand workshops. Only 9.5% would choose a franchised or network-affiliated workshop.
The pattern is similar for breakdowns or collision repairs. In these cases, 55.3% prefer official brand service centers, 39.4% choose independent workshops, and just 5.3% go to a network-affiliated facility.
A different trend emerges when it comes to tire replacement. Here, the independent multi-brand workshop is the top choice, with 47.7% of drivers selecting it. Network-affiliated workshops—which are often run by tire manufacturers or distributors—come in third (24.2%), narrowly trailing behind official dealerships (28%).
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