April 11, 2021 07:00 PM

Service counter: Service forecast

Cox Automotive asked franchised dealers how fixed operations will fare in 2021 vs. 2020. Their responses:
Worse	6%
Better	37%
Same	46%

Percentage of dealers who said they planned to offer consumer pickup and delivery for service vehicles this year.
Franchised dealers	48%
Independents	15%
Source: Cox Automotive

Share of specialty-equipment sales
The specialty-equipment industry saw a rise in online sales during the pandemic, but forecasts show a return of customers to brick-and-mortar stores.
		Online	In-store
Fall 2018		36%	64%
Fall 2019		39%	61%
Fall 2020		44%	57%
2021		44%	56%
2022		39%	61%
2023		40%	60%

4 in 10 retailers/installers of specialty equipment saw sales decline last year, but a majority expect an increase in 2021.
2020 industry sales vs. 2019
	Increase	Stay the same	Decrease
Manufacturer	47%	25%	28%
Distributor	38%	28%	34%
Retailer/installer	32%	27%	41%

Expectations for 2021 sales
	Increase	Stay the same	Decrease
Manufacturer	63%	28%	8%
Distributor	64%	27%	8%
Retailer/installer	51%	39%	10%
Source: SEMA Future Trends

Nearly 8% of consumers delay routine vehicle maintenance, according to IMR’s Delayed Vehicle Maintenance Tracking Study. Main reasons for delays:
Couldn’t find a convenient time	33%
Cost of repair too much	30%
Repair isn’t important to overall driveability of vehicle	14%
I don’t plan on owning the vehicle much longer	4%
Repair takes too long/can’t be without my vehicle	3%
Part not available	2%
Wanted second opinion on whether repair needed	1%
Other	13%
Source: IMR Inc.