DAT-Report 2021 Marktforschung Automobilindustrie

Chapter 4: Car owner as a garage customer

Servicing, repair and
communication behaviour


Previously, the fourth chapter of the DAT Report was known as the “workshop chapter” or the “customer service chapter” – it now also looks at owners’ attitudes to their relationship with their workshop in more detail.

However, in addition to workshop issues, it also includes central questions that reveal a great deal about people’s relationship with their automobiles. What about maintenance and care? How many car owners have small spots of rust or scratches repaired immediately? During the COVID-19 pandemic in particular, it also became clear what an important role maintenance plays and how repair behavior has developed. 

The statements made by car owners in this chapter are representative of all car owners in Germany, and thus represent the 48 million or so registered automobiles on German roads. Therefore, not only do investments in maintenance and repair work play an important role, so also does behavior when changing wheels or handling accident damage.

DAT-Report 2021 Marktforschung Automobilindustrie

The subject of the final chapter of the DAT Report is very important, because the statements about people’s own cars and workshop behavior represent no fewer than the owners of the 48 million or so automobiles on German roads.

Martin Endlein
Head of Corporate Communications

The DAT Report 2022 places more emphasis on this issue in particular than previous reports: the tendency to increasingly focus on the end consumer in claims management is reflected in the survey for the DAT Report. How many people have the confidence to record accident damage with their smartphone and send these pictures to the insurance company? Who is the first point of contact after an accident? Etc.
As it does for car purchases, the fourth chapter of the DAT Report also asks what role the Internet plays and what criteria were relevant for car owners when choosing a workshop.

SilverDAT customers

SilverDAT customers can order a single copy free of charge by quoting their customer number.

Media representatives are requested to contact unternehmenskommunikation@dat.de to place their order.

DAT Report print copy

You can order the DAT Report 2022 for a fee via the web store of the German Association of the Automotive Trade (ZDK). Automotive businesses that belong to a guild of the ZDK can purchase it there at a preferential price.

DAT Report PDF

The entire DAT Report 2022 is available for the first time as a paid PDF in German. This can be ordered and downloaded from the DAT web store.

To use the store, you must register once.

DAT Report short version

In the short version of the report, which is available free of charge, you will find a range of information and diagrams from the current DAT Report 2022.

Topics include the continued high importance of the automobile, the end consumer’s perception of electromobility, and the general conditions surrounding the complex car purchase process in 2021.


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