Why 43% of aftersales revenue goes elsewhere

New research from CitNOW Group reveals where aftersales revenue is being won and lost.

Aftersales remains one of the biggest opportunities for franchised dealers to increase customer lifetime value, strengthen retention and drive revenue growth. However, our latest research suggests a significant proportion of servicing work is still being captured elsewhere.

Independent consumer research commissioned by CitNOW Group and conducted by Censuswide among 2,000 UK car owners reveals that while 26% of drivers primarily use a franchised dealer for servicing, independent workshops account for 43% of aftersales activity.

The findings highlight a clear opportunity for dealers to retain more customers, particularly once manufacturer warranties expire. The study also uncovers the key factors influencing customer switching behaviour, including price transparency, convenience, appointment availability and trust.

As customer expectations continue to rise, particularly among younger, digitally-focused car owners, the research explores how dealers can strengthen loyalty, improve workshop utilisation and create a more seamless aftersales experience.

In the full article, we explore:

• Why customers move away from franchised servicing
• The significant retention opportunity in the post-warranty market
• The growing importance of digital convenience
• Practical actions dealers can take to win back aftersales revenue and increase customer lifetime value

Read the full article: Why 43% of aftersales revenue goes elsewhere.

Source: CitNOW Group Aftersales Consumer Research, based on an independent survey of 2,000 UK car owners conducted by Censuswide, June 2026.