11/05/2024
AutoZone remains a dominant player but NAPA is tops in customer trust
Source: aftermarket MATTERS
A new survey shows which auto parts retailers are preferred by consumers. Market Force Information’s latest consumer study reveals the top auto parts retailers that win over consumers, with feedback from thousands of drivers. The study highlights which brands lead the market, provide the best customer experience, and keep customers coming back.
Here are the takeaways.
Consumer Insights
- Market Leader: AutoZone remains the dominant player in the auto parts industry, accounting for 32.3% of visits. O’Reilly Auto Parts follows at 18.3%, with Advance Auto Parts close behind at 18%.
- Online vs. In-Store Shopping: While 21.5% of consumers choose to buy their parts online, the majority still shop in stores, with convenience being the top factor influencing their decision. Price and value come in as a close second.
Customer Loyalty and Trust Leaders
- Customer Loyalty Index (CLI): Costco topped the charts in customer loyalty with a CLI score of 4.7/5, followed closely by NAPA Auto Parts at 4.67/5 and Advance Auto Parts at 4.62/5.
- Most Trusted Brand: NAPA Auto Parts earned the highest trust score of 4.55/5, well ahead of competitors. In contrast, Walmart struggled in this area, with a score of only 3.45.
- Share of Wallet Leader: Advance Auto Parts leads in share of wallet, with customers citing they would award the brand 74.3% of their next 10 visits.
- NAPA Auto Parts Takes Overall CX Score:
NAPA emerged as the top overall performer, factoring in all customer experience metrics from the study, with an impressive score of 77.5%, establishing itself as a leader in the auto parts industry.
Challenges for Other Brands
While many brands performed well, problems were most common among “other” suppliers, including dealerships and non-chain stores. This category had a problem incidence rate of 9.2%, with 22.5% of respondents stating that a negative experience would prevent them from returning for future purchases.
