Research by Bumper has identified a disconnect between dealers actively futureproofing their aftersales operations to handle EVs and hybrids and customers planning to own them.

While an overwhelming majority of dealership workshops (92%) describe themselves as being “prepared” or “very prepared” for EVs and hybrids, just 15% of customers currently own one and only 13% plan to purchase one in the next three years.

The findings come from Bumper’s newly published Automotive Aftersales Report 2024/25, which polled the views of 4,269 car owners and 520 service advisors to identify the operational challenges faced by service departments and consumer pain points. 

“As legislative pressure grows on carmakers to sell higher proportions of new EVs, our study shows how dealers have moved to invest in their workshop operations by tooling up and training for EVs and hybrids,” said Daniel Christie, Bumper’s Head of Sales.

“However, there is a disconnect between what dealers now have in place and the EV ownership and buying intent of their customers,” he said.

Most service advisors (40%) believe EVs will represent the biggest trend shaping aftersales over the next five years, followed by the economic landscape (12%) and technological advancements (11%).

Despite the rise of artificial intelligence (AI) across many sectors, only 19% of service departments plan to adopt AI tools for diagnostics, scheduling or customer services in the next 12 months.

“The aftersales market is at a pivotal moment, where the adoption of innovative tools, preparation for EVs and a focus on affordability will determine future success,” said Christie.

“While advances like interest-free finance and digital tools have proven transformative, dealerships must invest in training, staffing and infrastructure to meet evolving customer needs.

“The research also identified how emerging trends such as AI, mobile servicing and self-check-ins offer opportunities for growth, but their adoption remains tentative. The sector’s ability to adapt to these technological and market shifts will be crucial for long-term competitiveness and customer satisfaction,” he said.

Bumper's Automotive Aftersales Report 2024/25 is available to download now.