Bumper’s Automotive Aftersales Report 2024/25 found 92% of dealership workshops consider themselves prepared for EVs and hybrids while just 15% of customers currently own one and just 13% are planning to purchase one in the next three years.
The study polled the views of 4,269 car owners and 520 service advisors.
Daniel Christie, Bumper’s head of sales, said: “As legislative pressure grows on carmakers to sell higher proportions of new EVs, our study shows how dealers have moved to invest in their workshop operations by tooling up and training for EVs and hybrids.
“However, there is a disconnect between what dealers now have in place and the EV ownership and buying intent of their customers.”
Of the service advisors polled, 40% expect EVs will represent the biggest trend shaping aftersales over the next five years while 12% believe the economic landscape will and 11% believe technological advancements will be the most influential factor.
Only 19% of service departments plan to adopt AI tools for diagnostics, scheduling or customer services in the next 12 months.
Christie added: “The aftersales market is at a pivotal moment, where the adoption of innovative tools, preparation for EVs and a focus on affordability will determine future success.
“While advances like interest-free finance and digital tools have proven transformative, dealerships must invest in training, staffing and infrastructure to meet evolving customer needs.”
