Bumper research identifies affordability of repair work for customers as biggest challenge faced by service advisors

Helping consumers manage the costs associated with aftersales bills is the biggest challenge facing service advisors in their day to day work.

A quarter of the 520 service advisors polled for the forthcoming Bumper UK Automotive Aftersales Report 2024/25, cited affordability of repairs for customers as their main challenge, underscoring the financial pressures on consumers due to the increased cost of living and rising parts prices.

Customer expectations was the next biggest challenge with 18% of service advisors signalling the growing demand for high quality service and personalised experiences.

Parts availability was a concern for 12%, as service advisors grapple with supply chain issues.

The research also found service advisors were equally split between those who had identified operational changes in dealership priorities in the last 12 months and those who had not.

The biggest changes identified by over two-thirds of the former group were to customer retention and satisfaction strategies, reflecting an increased management focus on ensuring positive customer experiences and loyalty.

Most service advisors (58%) reported observing changes in customer preferences or behaviour in aftersales services compared to previous years.

Increased price sensitivity was the most frequently cited change (43%), indicating that customers are focused on affordability and value, with over one in five noting a rise in the use of interest-free options to settle workshop bills.

A fall in the acceptance of recommended repairs was identified by 13% of service advisors.

“Service advisors are in a unique position to observe the behavioural changes of aftersales customers with our research highlighting the impact that servicing and repair costs are having across the sector,” said Daniel Christie, Head of Sales at Bumper

“Push-back from customers to the costs charged for servicing and repair work is understandable and increasingly difficult for service advisors to counter. This is why it is more important than ever for dealers to make the strategic decision to provide the option of interest-free payments. This in turn can help drive customer satisfaction and retention, while making necessary advisory work more affordable.

“The findings underscore the importance of tailoring aftersales strategies to meet evolving customer expectations and balancing affordability with service quality,” said Christie.