All workshops can receive any type of client. However, some types of clients are predominant in dealerships, multi-brand workshops, auto centers, whether independent or part of a network. Ganvam and Gipa España, in their II Aftermarket Forum under the name “Diagnosis of Sector Profitability,” shed light on which clients are predominant in each of the analyzed channels, revealing some interesting conclusions.
One of the most evident findings is that non-affiliated multi-brand workshops base almost 9 out of 10 of their operations on individual customers. Specifically, 72% of their services are provided to “loyal customers,” meaning private clients who often return or have been visiting the same center for years. Additionally, another 16% of services are also to private clients, though without discounts. The remaining clientele is distributed as 5% to fleets, 6% to insurers, and just 0.6% to electric vehicles.
The client distribution is very similar for affiliated multi-brand workshops within a network. In these cases, the percentage of loyal customers is 61%, rising to 19% for private clients without discounts. Therefore, eight out of ten services in a network-affiliated workshop are provided to private individuals. However, fleet clients play a more significant role due to agreements that networks often sign with leasing companies, representing the third-largest group at 11% of workshop entries, while insurers account for 8% and electric vehicles just 1%.
Regarding the so-called “New Distribution,” which includes brands such as Midas, Norauto, Aurgi, and Feu Vert, the report finds that loyal customers are also the majority (71%), while other occasional private clients represent 18%. Fleets account for 6% of services, insurers 3%, and electric vehicles 1.2%.
Dealerships have the most diverse clientele. Partly, this is because they are the only ones that logically handle warranty repairs, accounting for 16% of services. Meanwhile, half of the interventions are for private clients (38% loyal customers and 12% private clients without discounts), 20% of jobs are commissioned by insurers, 11% come from fleets, and the remaining 2.5% are for electric vehicles, making this channel the one that repairs the most EVs.
REMSA PRODUCTS
Get to know our range of products for cars and commercial vehicles: brake pads, brake disc, brake shoes.
Comentarios
No Comments