Service counter: Service pick-me-up

February 07, 2021 07:00 PM

Consumers interested in having their vehicle picked up from their home or workplace when it needs service
Older dealership service customers are, in general, less interested in mobile repairs and pickup and delivery than younger customers, according to the 2021 Deloitte Global Automotive Consumer Study. A closer look:
	Ages 18-34	Ages 35-54	Ages 55+	Overall
Yes and would pay a reasonable fee:	22%	22%	7%	16%
Yes if it were free:	55%	50%	39%	46%
Not interested:	22%	28%	54%	38%

Consumers interested in having a technician come to their home or workplace to perform required service
	Ages 18-34	Ages 35-54	Ages 55+	Overall
Yes and would pay a reasonable fee:	32%	27%	8%	20%
Yes if it were free:	46%	50%	32%	41%
Not interested:	21%	23%	60%	39%
Note: Columns may not total 100 because of rounding.

Q1	Q2	Q3	Q4	Overall
State-mandated stay-at-home orders and employees working from home during the pandemic significantly decreased the number of vehicles on the road, resulting in fewer accidents and body shop repairs. Rate of decline in repairable appraisal counts, excluding comprehensive losses, by quarter:
-10.20%	-35%	-20.20%	-19.70%	-21.30%
Source: CCC