DISRUPTIVE TRENDS SHAPING THE FUTURE OF THE AFTERMARKET: NEW REPORT CUSTOMER PREFERENCES PURCHASES E-COMMERCE AND STRATEGY $50+ BILLION PENETRATION VARIES BY CATEGORY: DIY: CUSTOMERS RATE: DIFM: 75% E-tailing via public websites and e-procurement via proprietary systems for professionals - are more than $50 billion and will grow much faster than the overall aftermarket through 2020. Online preferred for discretionary and research-intensive. Stores preferred for urgent brake-fix and items with low price/weight ratio. 75% of DIY customers do online research before in-store purchases. Price and in-stock availability drive 2 out of every 3 purchase decisions. E-tailers higher on price and availability of ratings or reviews. Stores higher on installation instructions, warranties and return policies. Delivery time expectations vary widely by product category: immediate to more than 3 days, which will drive e-commerce penetration. More than 50% of DIFM service providers have used e-tailers to buy parts. IS YOUR BUSINESS READY FOR THE ONLINE SHOPPING SHIFT? Apply for access to the full report at autocare.org/ecommerce-strategy. 8http://autocare.org/ecommerce-strategy