Digital Auto Care Factbook 2019 - 46

Reasons Consumers Choose DIY and DIFM Outlets
When purchasing parts, DIY consumers
selected auto parts retailers primarily
because of good prior experience
(33.0 percent), convenient location
(27.5 percent) and their low prices (12.4
percent). By comparison, consumers
selected discount/mass merchants for
low prices (33.3 percent), convenient
location (21.9 percent) and good
prior experience 16.0 percent).
When having their vehicle serviced,
DIFM consumers chose new car
dealers for good prior experience
(39.6 percent), trust in the store/shop
and its personnel (18.7 percent) and
convenient location (7.4 percent).
By contrast, consumers selected
aftermarket repair shops primarily
because of good prior experience
(41.7 percent), convenient location
(14.6 percent) and trust in the store/
shop and its personnel (8.7 percent).

Why Chose A DIY Outlet
DIY

Grand
Total

Auto
Parts
Retailer

Good prior experience

26.9%

33.0%

Convenient location

22.6%

27.5%

21.9%

Their low prices

18.6%

12.4%

33.3%

Fair prices

5.1%

3.9%

7.7%

Friend or family member's recommendation

4.1%

2.9%

2.6%
6.5%

Discount
Store Mass
Merchandiser
16.0%

They had other things i also needed to buy

3.5%

2.6%

My trust in the store\shop and its personnel

3.3%

4.0%

1.1%

My loyalty to a particular store\shop

2.6%

3.7%

1.0%

Other

2.6%

2.3%

2.7%

Large in-stock inventory

1.9%

1.7%

1.6%

Information on their website

1.7%

0.9%

0.9%

The brands of parts they offer

1.5%

1.1%

1.3%

The way they answered questions on the phone

1.3%

0.7%

0.6%

Quick and easy checkout procedures

1.2%

0.9%

0.8%

The warranty on the part

1.0%

1.1%

0.6%

The way they answered questions when i was in
the store\shop

0.7%

0.4%

0.4%

Store layout and signs that make it easy to find
what you need

0.6%

0.4%

0.5%

They would test my part for me

0.5%

0.3%

0.3%

Ability to help over the phone if i needed it during installation

0.5%

0.2%

0.3%

Why Chose A DIFM Outlet
DIFM

Grand
Total

New Car
Dealer

Aftermarket
Repair Shops

Good prior experience

41.3%

39.6%

41.7%

Convenient location

13.0%

7.4%

14.6%

My trust in the store\shop and its personnel

10.9%

18.7%

8.7%

Their low prices

7.1%

2.2%

8.4%
8.2%

Friend or family member's recommendation

6.8%

1.7%

My loyalty to a particular store\shop

4.4%

7.2%

3.6%

Other

3.7%

9.0%

2.2%

The warranty on the part

2.7%

8.2%

1.2%

Fair prices

2.7%

1.4%

3.1%

They had other things i also needed to buy

1.5%

1.4%

1.6%

Information on their website

1.0%

0.2%

1.3%

The way they answered questions on the phone

1.0%

0.2%

1.2%

Quick and easy checkout procedures

0.9%

0.5%

1.0%

The brands of parts they offer

0.8%

1.4%

0.6%

Large in-stock inventory

0.6%

0.3%

0.7%

The way they answered questions when i was in the
store\shop

0.6%

0.2%

0.7%

They would test my part for me

0.4%

0.3%

0.4%

Store layout and signs that make it easy to find
what you need

0.3%

0.1%

0.4%

Ability to help over the phone if i needed it during installation

0.3%

0.1%

0.4%

Source: 	 IMR Inc. (www.AutomotiveResearch.com)
This page and all information contained herein is the property of IMR Inc. Reproduction in whole or in
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46

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Table of Contents for the Digital Edition of Digital Auto Care Factbook 2019
