The average number of visits to the car service in the last ten years is growing confidently. In 2019, the number of races at the service station was an average of 2.13. And in general, Russian car services recorded more than 75.3 million visits to their account. This is the total indicator of all types and types of visits, including services of official dealers and independent auto repair shops, tire centers and private garages, etc.
If you compare the position of things in Russia with other countries, you can see that in principle we are in a global trend. In China, the average number of visits is 2.16; in Germany — 1.97; In France — 1.3. In Germany and in France, visits are less, because in seasonal tire fittings there is no need.
How to evaluate the overall potential of the after-sales service market? Ideally, this is at least two regular visits per year for shifting tires (winter-summer, summer-winter), and one mandatory regulatory. Plus, the probability of breakdown caused by general wear of nodes and aggregates is extremely large on the used car. Therefore, in theory, the number of visits should be in the range between three and four per year. To this and should strive.
In the relative terms, the largest share of visits at the independent invasion service is 38%. An independent network service loses, and quite significantly. It takes not even a second line with a share of 8%, which, in principle, it is clear — there are no such stations in the market now. The second place is quite expected in network tires — 21%. The third, naturally, official dealers — 13%. Slightly lagging behind minundune / private garages (repair organizations up to 2 posts) — 12%. Carrying tires — 8%. (diagram).
However, if you look at the dynamics over the past three years, the interest of almost all channels in visits does not actually change (oscillations 1-2%) and only the share of official dealers has a steady downward trend. In 2017, they accounted for 16%. But the share of independent networking STS stably increases — in the same 2017 it was only 3%. Here the growth rate is high, this is the most dynamic segment.
Buy and put
Currently, three dominant channels for buying auto parts by drivers are clearly allocated. This is an independent service station and auto parts stores with a share of 24% each, and the Internet is 22%.
The nearest competitors are incomparably far away: the fourth line, according to the survey, is occupied by official dealers, to which only 8% of car owners are drawn for spare parts (immediately a huge separation from leaders). Next, there are still somewhere preserved (rather as atavism, to which many are accustomed to and resort to tradition, rather than a really competitive channel) markets — 6%. All other channels (gas stations, tire workshops, hyper- and supermarkets, etc.) occupy negligible lobes — in the region of 2-4% (diagram).
At the same time, the number of drivers who completely trust the maintenance of their car by car service station — that is, they acquire a service station and service, and actually spare parts for this — steadily decreases. If such in 2016 was 43%, then in 2020 already 37%. But the number of those who buy the details themselves and bring them to the workshop for installation (model: «Bought-delegated») in five years increased from 24% to 32%.
In this situation, only the fact that «self-relocked» (independently conductive repair) gradually becomes less — 31% in 2020 against 33% in 2016, these trends can be interpreted so. The number of people willing to independently carry out work every year declining, and buying and delegating — growing. But at the same time, those who completely delegate, unfortunately, is becoming less and less.
Who came to the customer service will definitely ask: what do you put? Original or neoriginal? And if neoriginal, what brand? That is, in fact, even in this situation, the driver retains the authority to choose the spare parts. Therefore, in the sales strategy, it is still impossible to do without orientation on the driver. If you summarize the share, in the aggregate it turns out that 63% of the drivers themselves buy spare parts. And of 37% of the delegated many, many choose which to buy spare parts.