Repair Chains Have Overtaken Dealerships as Consumers’ Primary Service Provider

In the News | Ducker Carlisle | June 11, 2026

New data from Ducker Carlisle’s 2026 Consumer Sentiment Survey: Changing Auto Service Dynamics shows repair chains have overtaken franchised dealerships as consumers’ most frequently used auto service provider for the first time in a decade. Price is the primary driver.

The survey, conducted in 2025 and reflecting responses from 4,820 consumers, shows chain market share rose 22 percentage points to 42 percent between 2020 and 2025, while dealership share fell 18 percentage points to 36 percent. Independent repair facilities declined three percentage points to 23 percent.

Nate Chenenko, Principal at Ducker Carlisle, is quoted throughout the Automotive News coverage: “You’re losing your customers because you’re too expensive, and you’re losing your customers to chains, specifically.”

The cost differential is substantial. Consumers spent an average of $521.69 per transaction at a dealership compared with $270.52 at general chains, $334.33 at independent repair facilities, and $106.44 at quick lube shops. Dealer prices have risen 26 percent since 2022, compared with 23 to 24 percent at quick lube chains. The dollar impact of that difference matters more than the percentage: a 26 percent increase at a dealership adds roughly $135 to the average transaction, while the same rate of increase at a quick lube chain adds only about $25.

The sharpest defection is among consumers ages 18 to 24, where dealership share fell 22 percentage points to 29 percent between 2020 and 2025, while chain share rose 29 percentage points to 51 percent. Dealerships are also losing ground among owners of vehicles less than eight years old, declining 20 percentage points to 48 percent in that segment.

The report identifies paths for dealerships to respond: leaning into manufacturer economy parts programs to address the price gap, leveraging free maintenance programs to attract top-of-funnel customers, and communicating the one area where dealerships demonstrably outperform competitors. Sixty-three percent of dealership customers report their original issue was fixed correctly on the first visit, compared with 62 percent at independent repair facilities and 48 percent at chains.

Source: Automotive News | June 11, 2026 https://www.autonews.com/retail/service-and-parts/an-dealership-service-departments-losing-customers-0611/