Selling customers on dealership service and routine maintenance may become more challenging as consumers gain more options for maintaining their vehicles.
The details: As vehicle ownership costs continue to climb, more consumers are embracing do-it-yourself maintenance, with companies such as DoorDash making DIY auto care more seamless.
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According to Circana, U.S. sales revenue in the automotive hand tools category increased 3.2% during the 12 months ending March 2026.
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Unit sales of motor oil and filters have risen 3% or more for three consecutive years across retail channels.
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In late June, DoorDash entered the auto parts category, allowing consumers to shop more than 200,000 auto parts and accessories through its app.
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The offering enables customers to match parts by vehicle make, model and year for on-demand delivery through AutoParts.com and its network of independent parts distributors.
What they’re saying: “As economic uncertainty persists and vehicle dependency remains high, DIY auto maintenance will continue to gain traction with consumers,” said Nathan Shipley, automotive industry analyst for Circana. “Manufacturers, retailers, and service providers who support these behaviors by offering not just products, but also education, will build the consumer relationships that are critical right now.”
Why it matters: The growth of DIY maintenance reflects how rising ownership costs are changing consumer behavior and expanding competition for dealership service departments, underscoring the importance of reinforcing the value of professional service and maintenance expertise.
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Between the lines: Dealers remain well positioned to compete in service, with overall satisfaction rising three points in the 2026 J.D. Power U.S. Customer Service Index (CSI) Study. However, operational gaps could push more owners toward DIY repairs, adding to competitive pressure from aftermarket providers.
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Mass-market customers wait an average of 1.61 hours for maintenance work at dealerships, while premium customers wait 2.46 hours.
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By comparison, 62% of aftermarket service visits for similar work are completed in less than an hour, according to J.D. Power.
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Only 26% of customers said they experienced nine or 10 of the study’s top Customer Service Index key performance indicators, including having work completed correctly the first time.
Bottom line: As DIY maintenance and aftermarket competition continue to grow, dealers will need to differentiate their service departments through convenience, speed, quality and customer education to retain service loyalty and protect long-term fixed-operations revenue.
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