Roland Berger’s latest Automotive Aftermarket Pulse report, based on surveys of 600 workshops and 6,000 consumers across 13 major markets, reveals how price sensitivity, digitalization, and convenience are reshaping the industry.

• Consumer preference for OE parts and brands has decreased

• B2b online sales are increasing, mow mainstream for workshops

• Meanwhile, many consumers who buy online won’t buy again.

• 70 percent of consumers now trust IAM with EV repairs

• Equipment costs and knowledge gaps hamper ADAS growth – big opportunity for suppliers and distributors

With price competition largely exhausted, convenience is emerging as the next big differentiator in the automotive aftermarket.

Workshops are leading the way with services such as pick-up and drop-off, and even “ghost service” offerings where vehicles are collected, repaired, and returned without consumer involvement.

EMEA markets are ahead in adoption, while China shows strong openness to mobile and premium convenience services. Over 40% of workshops surveyed have yet to make convenience a priority, signalling significant untapped potential.

B2B online parts purchases are expanding, driven by cost-conscious repair shops. Many workshops are trying to expand their expertise in BEV and ADAS repairs.

Additionally, the report also found one surprising trend: the growing promise garages now see in convenience as a differentiator. To set themselves apart, many workshops now see such services as pick-up and delivery as a low-cost, low-tech way to stand out.