The Service Customer Study 2025 offers exclusive insights into the after-sales experience of customers of authorised and independent garages.

Customers do not just judge the garage: they judge the entire service experience. The study collected over 4,000 responses from customers, providing insights into various stages of the service journey, including:

• What are the customer’s preferences?
• How do customers get information?
• How do customers make bookings?
• How do customers manage their tyres?

The study compares behaviours and expectations across three key axes:

• Authorised workshops vs independent workshops
• Premium car customers vs generalist car customers
• Private customers vs business customers

The 2025 Service Customer Study allows you to:

• Understand the behaviour of different types of customers
• Analyse the service importance matrix, which measures various specific after-sales activities
• Identify the most relevant customer expectations

Who it is aimed at:

After-sales managers, service managers, general managers, customer experience managers, service consultants, marketing & CRM.