Changing Automotive Service Habits
Where people take their vehicles for maintenance and repairs is changing. For years, franchised dealerships were the primary destination for many vehicle owners. But recent consumer research shows that service chains and independent repair facilities are becoming more significant alternatives.
According to Ducker Carlisle’s 2026 Consumer Sentiment Survey, service chains overtook franchised dealerships in 2025 as the service provider consumers used most frequently. It was the first time in a decade that dealerships had lost that position.
| Service provider | 2020 | 2025 |
|---|---|---|
| Service chains | 20% | 42% |
| Franchised dealerships | 54% | 36% |
| Independent repair facilities | — | 23% |
Source: Ducker Carlisle – Chains Overtake Dealers as Top Service Provider.
These figures reflect consumers’ primary service-provider choices, rather than the percentage of all repair transactions. A separate Ducker Carlisle analysis of actual service activity provides another perspective.
Automotive Service Transaction Trends
(January 2025–January 2026)
| Service provider | Change in transactions |
|---|---|
| Overall automotive service market | −11% |
| Franchised dealerships | −13% |
| Independent repair facilities | −9.6% |
| Quick-lube shops | −7.8% |
| Tire chains | −8% |
The two reports tell a related story, but they measure different things. The first shows a substantial shift in where consumers say they prefer to have their vehicles serviced. The second shows that the entire service market experienced a decline in transactions, with dealerships experiencing the steepest drop among the listed service providers. Independent shops and other alternatives also saw declines, but not as severe.
What Does This Mean for Independent Repair Shops?
The numbers don’t guarantee more business for independent shops. They do, however, point to changing customer expectations and an opportunity for shops that understand what drivers are looking for.
Cost is clearly part of that picture. According to National Oil & Lube News, reporting on the 2026 Midas Consumer Pulse Survey, 53% of drivers surveyed said they had delayed or skipped recommended maintenance during the previous year. Oil changes were the service most often postponed, cited by 33% of respondents. Half of those who delayed maintenance said cost was a factor.
The survey also found that trust and reputation (51%), price (47%), and transparency about costs before work begins (45%) were leading factors when choosing a repair shop.
That combination is worth paying attention to. Customers want to know they’re getting good value, but value isn’t necessarily the same as the lowest price. Trust, clear communication, and options that fit their needs and budgets all play a part.
Some shops build their business around a particular specialty, such as European vehicles, performance cars, or diesel trucks. Others serve a much broader customer base, working on everything from older daily drivers to newer vehicles. Either way, understanding what customers need—and being able to offer appropriate choices—can help a shop remain competitive.
Are you offering the right choices for the customers who walk through your door?
Giving Customers Choices
Not every customer has the same vehicle, driving habits, budget, or expectations. That applies to motor oil, too.
AMSOIL offers several motor oil product lines designed for different needs and applications:
- Signature Series: A premium full-synthetic option for customers looking for AMSOIL’s top-tier motor oil, including extended drain capabilities.
- Extended-Life (XL): Full-synthetic oil designed for extended drain intervals.
- High-Mileage: Formulated for vehicles with higher mileage.
- Hybrid: An option developed for the needs of hybrid vehicles.
- OE: A competitive full-synthetic option for customers looking for synthetic oil at a more accessible price point and factory service interval expectations.
- Synthetic Blend: An additional choice for customers who may currently use conventional petroleum oil and want a more affordable way to try AMSOIL.
The right product depends on the vehicle, its manufacturer’s specifications, and the customer’s needs. Having choices lets a shop recommend an appropriate option rather than trying to make one product fit every customer.
AMSOIL’s product comparison chart can help illustrate the differences between some of their motor oil lines.
Options for the Price-Conscious Customer
One thing I’ve heard when talking with people at car shows and other events is that they would like to use AMSOIL, they know its quality, but think synthetic motor oil is too expensive.
That can put a shop in a difficult position. You may have a customer who recognizes the brand and wants to try it, but whose budget leads them to choose another product, or worse another location that carries a product because of a lower price.
AMSOIL offers two products that can help address that situation OE and Synthetic Blend. Both offer entry points to the AMSOIL product line give shops additional choices when working with customers who are watching their maintenance costs.
Rather than losing someone who wants a lower-priced option, you may have an AMSOIL product that better fits their budget.
For a shop, that means another choice to offer customers who might otherwise go elsewhere for a lower-priced oil.
Beyond Passenger Cars
Of course, automotive service doesn’t stop with passenger vehicles. Many shops work on diesel pickups, commercial vehicles, equipment, and other applications that call for different lubricants and maintenance products.
AMSOIL offers a range of heavy-duty diesel oils, as well as products for other applications. There are also filter choices from manufacturers including AMSOIL, WIX, MANN, and Donaldson.
That broader product selection may be worth exploring for shops whose customers have needs beyond conventional passenger-car maintenance.
Considering an AMSOIL Installer Account?
Most repair shops already work with multiple suppliers. Adding another supplier doesn’t mean replacing the relationships and products you already rely on.
The AMSOIL Installer Program gives eligible automotive service businesses access to AMSOIL products at wholesale pricing, with volume discounts based on annual purchases. There are no contracts or inventory quotas, and the program offers personalized marketing support to help participating shops promote their services.
With a product range covering synthetic-blend and full-synthetic motor oils, high-mileage, European, hybrid, and diesel applications, AMSOIL may be worth considering as another option for meeting your customers’ needs.
The Changing Service Market
Drivers have more choices than ever when deciding where to take their vehicles. Dealerships remain an important part of the market, but independent shops and service chains are attracting a larger share of consumers.
For independent repair businesses, the opportunity is to understand what their customers want and give them good reasons to come back. That can mean convenience, knowledgeable service, competitive pricing, or simply offering products that fit different vehicles and budgets, along with brands they can trust.
Having more choices available doesn’t guarantee new business, but it can help a shop meet the needs of more customers. And as service habits continue to change, that’s worth considering.
