The automotive industry is experiencing a major shift due to new technologies and changing consumer preferences. As electric vehicles (EVs) become more popular, traditional revenue streams from routine maintenance are declining for Original Equipment Manufacturers (OEMs). At the same time, the increasing complexity of modern vehicles is boosting the demand for high-quality, OEM-accredited repair services. This creates a major opportunity for OEMs to enhance customer loyalty and drive growth.
In this report, we look at how eleven leading OEMs in the Dutch automotive market respond to this trend. By evaluating and comparing these brands’ local websites and online support systems across four key areas—repair information availability, repair network visibility, damage reporting capabilities and customer support—we identify best practices for OEMs to follow as they modernise their repair service strategies. How are OEMs adapting to customer preferences and offering an optimal online repair journey? Our study reveals that while some OEMs (especially Hyundai, Mercedes-Benz and Volkswagen) are leading the way, others still need to overcome significant gaps if they want to gain more value from the growing repair market.