Consumers are increasingly moving from a 'Do It Yourself' to a 'Do It For Me' mindset. Our research shows that 70% of people are too time-poor or lack the necessary skills to carry out DIY tasks. As cars become increasingly complex, we expect this attitudinal shift to intensify further; resulting in increased demand for specialist knowledge and equipment.

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Consumers' lifestyles are getting busier, free time is becoming more valuable, and consumers want retailers to fit around their routines, at some levels wanting everything at the click of a button. Our customers want the problem with their car or bike fixed as easily as possible and when it suits them, even if the convenient solution comes at a higher price.

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Online searching and comparison is challenging traditional notions of brand loyalty. Alternative products offering better value or convenience can be identified within seconds; making brand loyalty harder to earn and maintain without possessing a compelling unique selling point.

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Personalisation is a key way of standing out from the vast array of competitors. Enabling customers to feel valued through personalised communications or products is a good way to build strong relationships and drive loyalty.

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