What younger car owners want from service and repair sector

6 January 2026  

Younger drivers are more receptive to ‘unconventional’ methods of getting their cars serviced and repaired — and they are willing to pay more for convenience and understand their rights when it comes to choosing where to go, according to research by the SMMT.

SMMT’s Peter Lawton said the trade association uncovered some interesting results when it surveyed 2,000 car owners for SMMT’s Aftermarket Report in 2025 — which made him look closely at his four Gen Z children (much to their dismay).

Our research shows younger drivers are also far less interested in DIY, Lawton said. Since this cohort of younger owners will soon make up the bulk of key business, workshops that listen and adapt their offer to suit will reap the rewards.

Overall, almost three-quarters of drivers said they preferred to use independent workshops for service and repair — a ringing endorsement of the sector’s quality, convenience and value for money. But dig deeper and the generational differences begin to emerge.

Warranty period

“We wondered which drivers would be willing to pay a premium for a workshop collection/delivery service. The answer was that 63% of 17-24-year-olds would be prepared to do so. Among Gen X drivers like me? The willingness plummets to 15% — only a couple of letters apart but we’re very different.”

When asked, ‘can you use an independent workshop while your car is still within its warranty period?’, no less than 70% of the Gen Z group knew they could, compared with only 40% of Gen X.

And in further good news for workshops, younger drivers also prefer to outsource even light general maintenance.

Only 16% of 17-24-year-olds always check tyre tread depth, and just 11% will always replace their own windscreen wipers. Even simply topping up screenwash shows a gap, with 21% of 17-24-year-olds and 27% of 25-34-year-olds always filling this up, compared with nearly half (46%) of 45-54-year-olds and 45% of those over 55. 

‘Human touch’

“All of this leads to one conclusion: Gen Z expect digital convenience as standard. They’ve grown up with smartphones and the ease of frictionless booking at the touch of a digital button, all without talking to anyone.

“But they also value a human touch, with this age group ranking ‘friendly and knowledgeable staff’ as their joint top choice, alongside quality of repairs, when choosing a garage. To win their loyalty, combine seamless digital services with a human touch and honest communication.”

And yes, wi-fi matters. These days, most people expect a reliable connection – even if they’re only with you for 10 minutes, let alone during an MOT.

“I learned that the hard way on a trip to Tuscany: panoramic views, incredible food, a pool… but no wi-fi for a week. Let’s just say it was a reminder of how connected we’ve all become.”

Photo: ‘Only 16% of 17-24-year-olds always check tyre tread depth’