Germany: Independent Workshops Offer Quicker Car Repairs
Car owners in Germany face varying wait times for workshop appointments, with independent workshops often providing quicker service than brand-bound ones. A recent study reveals interesting insights into appointment scheduling and customer preferences.
Independent workshops could offer an appointment within a week in over 70% of cases, significantly higher than brand workshops at around 60%. However, when it comes to short-term appointments within one to two days, only 28% of independent customers and 20% of brand-bound customers could secure one.
High workshop utilization in 2024 led to difficulties in promptly scheduling appointments and offering additional services. Car owners predominantly use the phone for initial contact, with about two-thirds of both brand and independent workshop customers doing so. Brand workshop customers tend to use email or other online channels initially, while independent customers often ask for appointments directly at the workshop.
There's untapped potential in repairing minor damages like scratches or dents, with many customers willing to use workshops for such services. On average, car owners waited 9.3 days for a workshop appointment last year.
While independent workshops generally offer quicker appointments, with some even providing same-day service, brand workshops lag behind. Car owners prefer phone contact, and there's room for improvement in repairing minor damages. With an average wait time of 9.3 days, workshops could explore ways to improve appointment scheduling and customer satisfaction.
