Workshop portals: What customers wants

Digital platforms are playing an increasingly important role in aftersales as well

Customers are becoming increasingly active on the Internet, with a total of over 4.5 million search queries on aftersales topics in Germany in 2021.
Workshop portals (like caroobi, fairgarage, 11880 Werkstatt, Autobutler, Autoreparaturen.de, Werkstars.de or autosocut24.de etc.)  want to close the link from the customer to the workshop and create a win-win situation. Does this succeed and does it make sense?.

The following are some interesting aspects based on a research from PromotorXD on FairGarage* :

Portal:
– The portal had 2021 ~ 3.2 million visitors
– A total of 45000 leads were mediated
– of which the booking readiness for maintenance and wear was 44% (in 2015: 19%)
Visitors:
– 84% of the visitors came via search engines
– 22% were older than 55 years
– 31% were female
requested  vehicle manufacture:
– Search by make: VW: 19.6%, BMW: 11.4%, Mercedes: 11.2%; Audi: 9.3%, Opel: 8.4%, Ford:7.9%.
requested services:
– Inspections: 11.5%
– Timing belt change incl. water pump: 10.2%
– Brenservice front: 8.3% rear: 6.5%
– personal offer: 50%
Workshop type:
– 31% free workshop
– accessibility of the workshop (distance, travel time or public transport): 74%
– for 24% rating was decisive
quotes/costs/behaviour:
– Comparability of the offers: 39%
– Cost information in advance: 33%
– online bookable with binding prices: 38%
– quick response: 32
– direct contact by phone/WhatsApp: 20%
– appealing...