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Presented By:Brooks Kochvar
Project Manager:Brad Wing
GS Strategy Group350 N. Ninth Street, Suite 550 Boise, ID 83702 (208) 342-1545
AFTERMARKET PARTS
Conducted: January 27-29, 2015N= 1,000 Likely Voters, NationwideMargin of Error: +/- 3.10%
Focus Groups:February 5, 2015 – Providence, RIFebruary 18, 2015 – Indianapolis, IN
GS Strategy Group 2
Please tell me whether you have a favorable or unfavorable opinion of:
IMAGE RATINGS
Auto Insurance Co's Auto Body Shops Your Auto Ins. Co. Trial Lawyers0%
20%
40%
60%
80%
100%
59.5% 55.6%
80.0%
33.8%25.2%
12.9% 11.3%
38.8%
14.3%28.1%
7.1%
24.6%
Favorable Unfavorable No Opinion
Auto Ins. Co’s OverallArea Party Body Shops Ins. Cost
Northeast Midwest South West Dem Indy GOP Fav Unfav Too High About Right
Favorable 59.5 59.8 64.2 58.7 54.2 58.4 56.4 64.6 74.6 35.7 52.3 72.9
Unfavorable 25.2 24.0 23.2 25.9 27.7 26.2 25.7 22.5 19.1 54.3 33.4 12.4
Net Favorable +34.3 +35.8 +40.9 +32.8 +26.6 +32.2 +30.6 +42.1 +55.6 -18.6 +18.9 +60.5
Auto Ins. Co’s OverallFiled a Claim? Satisfaction w/ Insurance Claims
Process Income Age Gender
Yes No Ex/Very S’what Not < $60k $60k+ <45 45+ M F
Favorable 59.5 60.8 55.1 71.4 49.8 35.4 54.3 59.1 57.1 60.5 56.7 62.1
Unfavorable 25.2 26.0 23.6 15.3 35.4 56.9 28.4 22.6 21.8 26.5 28.5 22.1
Net Favorable +34.3 +34.8 +31.5 +56.2 +14.4 -21.5 +25.9 +36.6 +35.2 +34.0 +28.1 +40.0
Very 17.1
S’w 42.4
Very 17.6
S’w 38.0
Very 43.2
S’w 33.8
GS Strategy Group 3
THE CLAIMS PROCESS
If you needed to have your vehicle repaired after an accident, which of the following would be most important to you:
1. The time it takes to make the repairs2. The cost of the repairs3. The quality of the repair work
Overall Indy Providence
Quality of Repairs 82.4 70.0 90.5
Cost of Repairs 10.0 25.0 9.8
Time it Takes to Repair 5.9 5.0 0.0
In general, how satisfied would you say you have been with the insurance claims process – extremely, very, somewhat or not at all satisfied. Asked only of “Yes” respondents.
National0%
20%
40%
60%
80%
100%
55.8%
33.4%
8.9%
Ex/Very
S'what
Not
Have you ever been in a vehicle accident in which you had to file an insurance claim?
National Indy Providence0%
20%
40%
60%
80%
100%72.7% 70.0%
85.7%
26.7% 30.0%14.3%
YesNo
Extremely 22.0
Very 33.8
GS Strategy Group 4
Aftermarket parts are parts for vehicles that do not originate from the vehicle’s manufacturer – essentially generic parts that perform the exact same function as the original manufactured part. Knowing this, if you were in an accident would you favor or oppose the use of aftermarket parts in your vehicle’s repair?
AFTERMARKET PARTS
OverallBody Shops Auto Ins. Co’s Filed a Claim? Same Quality Age Gender
Fav Unfav Fav Unfav Yes No Agree Disagree <45 45+ M F
Favor 42.8 42.6 41.1 42.9 44.0 41.7 46.4 71.3 19.7 48.7 40.6 43.5 42.1
Oppose 50.4 52.0 53.5 49.9 50.8 52.7 44.9 20.8 76.4 46.4 52.1 48.8 51.9
Net Favor -7.6 -9.4 -12.4 -7.1 -6.7 -11.0 +1.5 +50.0 -56.8 +2.3 -11.5 -5.2 -9.8
Now to another topic. To the best of your knowledge, when it comes to the prices body shops charge for repairs, what is the single largest expense?
Overall
Cost for Labor 67.3
Cost for Parts 15.0
Body Shop Overhead 10.5
National Indy Providence0%
20%
40%
60%
80%
100%
42.8% 40.0% 42.9%50.4%
60.0% 57.1%
Favor Oppose
GS Strategy Group 5
Agree/Disagree: Aftermarket parts are just as safe as parts made by your vehicle’s manufacturer.
AFTERMARKET PARTS
National0%
20%
40%
60%
80%
100%
49.1%37.3%
Agree Disagree
Agree/Disagree: Aftermarket parts are the same quality as parts made by your vehicle’s manufacturer.
National0%
20%
40%
60%
80%
100%
39.4%51.8%
Agree Disagree
Agree/Disagree: Aftermarket parts cost less than parts made by your vehicle’s manufacturer.
National0%
20%
40%
60%
80%
100%85.8%
7.7%
Agree Disagree
Strongly 49.6
S’what 36.2
Strongly 16.1
S’what 33.0
Strongly 12.2
S’what 27.2
GS Strategy Group 6
Which of the following comes closest to your own opinion?
1. The use of aftermarket parts whenever possible in collision repair is a good thing because these parts are a cost-effective alternative that help keep repair costs lower, saving customers on their insurance rates
2. The use of aftermarket parts whenever possible in collision repair is a bad thing because they are less safe, lower-quality and insurance companies are only trying to protect their bottom line
AFTERMARKET PARTS
National0%
20%
40%
60%
80%
100%
44.8% 46.5%
Good Thing Bad Thing
GS Strategy Group 7
Series1 59.9%
29.0%
25.4%
25.5%
54.3%
59.3%
More Likely Less Likely
AFTERMARKET PARTS: MESSAGINGIf you knew each of the following statements were true, would you be more likely or less likely to favor the use of aftermarket parts if your vehicle was
being repaired after an accident?
The use of aftermarket parts in repairs saves money, which means consumers pay lower premiums and deductibles. If you only used original manufacturer parts, the costs for repairs would skyrocket.
Often times, aftermarket parts are more reliable and higher quality than original manufacturer parts, increasing the longevity of the part.
The use of original manufacturer parts ensures your vehicle is fitted with the proper parts specifically designed for it. This ensures the safety and longevity of the vehicle.
GS Strategy Group 8
Anderson Cooper 360° Report
ANDERSON COOPER
GS Strategy Group 9
FOCUS GROUPS: THE AFTERMARKET PART DEBATE
“Part will come from a junkyard and sometimes they
work.” Male, Indy
“Lower cost and essentially do exactly what is needed.”
Female, Indy
“The cost would be cheaper with the same outcome.”
Female, Providence
“Possibility of not working as well or as long because they
don’t meet specs.”Male, Indy
GS Strategy Group 10
“…if it was me and the insurance company is paying for it, I would
want the original parts. If I am paying for it, it
is my call…”
If I am paying for insurance month in and month out, I expect to have the best parts on
there because I am paying for it.
THE AFTERMARKET PART DEBATE: DEPENDENT ON WHO PAYS
GS Strategy Group 11
KEY FINDINGS
GS Strategy Group 11
Nationally, both auto insurance companies and auto body shops have similarly strong favorable images, but auto insurance companies have more people with an unfavorable opinion of them. However, people are very favorable of their own insurance companies, with 80% of respondents having a favorable opinion of them.
Voters are familiar with aftermarket parts and they are split on whether they should be used in repairs.
Concerns over quality is lead concern about the use of aftermarket parts.
If participants were paying for their own vehicle repairs, they would choose aftermarket parts because of the lower cost. However, when they know the insurance company is paying for repairs they believe OEM parts should be used.
Communicating the cost savings and while maintaining quality and safety are crucial to building increased support for use of aftermarket parts.