2012 Hybrid Service & Battery Research Prepared by: March 2012

2012 HybridService & BatteryResearch

Prepared by:

March 2012

2012 ETI Hybrid Service & Battery Research

Confidential and Proprietary 2

Research Objectives Evaluate repair facility’s involvement with servicing

for hybrid/electric vehicles. Identify what and how hybrid vehicles are currently

serviced. Understand more about why service facility’s are not

involved in servicing hybrid vehicles. Find out what types of equipment/tools the market

uses for servicing hybrid vehicles. Learn what training and other support the market

needs to grow their hybrid service business.



Methodology Sponsor: Equipment Tool Institute Audience: Motor Magazine Readers Survey Format:

Email Survey 34 questions

Survey Delivery Email Blast From ETI/AIM: 2/23/2012 Reminder Blast from Motor: 2/29/12 Press Release with survey link: ETI

No incentive



Response

Website Emails DeliveredCompleted

Surveys % of Respondents Response Rate

www.a-i-m.com/ETI-hybrid/ 26,736 135 18% 0.50%

www.a-i-m.com/ETI-hybrid/ REBLAST 26,382 613 82% 2.30%

www.a-i-m.com/ETI-prhybrid/ Unknown 1 0% NR

Unknown NR 1 0% NR

Overall 26,559 750 100% 2.8%

http://www.a-i-m.com/








Repair FacilityProfile



Type of Repair FacilityDealer

6% Franchise3%

Independent Repair85%

Other6%

Type of Repair Facility

Owner Technician Service Manager Shop Manager General Manager0%

20%

40%

60%

80% 69%

10% 7% 5% 4%

Position in The Company

N=747

N=171

N=748



Type of Work

General repair78%

Other9%

Diagnostic specialist

8%Underhood

3%Collision

2%Type of Work

Other Types of Work % of RespondentsAll of the Above 2%High Performance/Race 1%Rebuild 1%Transmission 1%Electrical 1%Other 3%

N=748



Size of Business

N=712

20 or less19%

21 to 5021%

51 to 9916%

100 to 15017%

Over 15027%

Number of Cars Repaired Per Month

Average=150

10 or Less7%

11 - 5029%

51 - 15033%

151 - 50024%

More than 5007%

Number of Repair Orders Per Month

Average=189

N=710



Involvement WithService & Battery ServiceHybrid/Electric Vehicles



Involvement with Hybrid & Battery Service

Overall Dealer Franchise Independent Repair

0%

20%

40%

60%

80%

100%

39%

69%58%

36%

18%

67%

42%

14%

Percent of Facilities Involved With Hybrid Services

By Type of Facility

Service Hybrid/Electric VehiclesService Batteries Hybrid/Electric Vehicles

N=743



Why Not Involved

Battery service too complicated

Best handled by new car dealer

Too much risk/liability

Technician skills/experience too low

Don't know when vehicle needs service

Can't afford equip/training investment

Safety concerns

The revenue not worth effort

No hybrid/electric work

Not set up to handle this service

Do not have equipment

No demand to justify investment

0 1 2 3 4 5 6 7 8 9

5.1

5.9

5.9

6.1

6.1

6.4

6.4

6.6

6.9

7.2

7.4

8.2

6.2

6.3

6.3

6.0

6.5

6.3

6.7

7.9

7.5

7.6

8.3

How Accurately Do Statements Describe Why Not Involved 1=Not at All Accurate & 10=Extremely Accurate

Battery Service Hybrid/Electric Service Hybrid/Electric

N=595 (Battery Service) N=455 (Hybrid Service)



Comfort Servicing Hybrid/Electric Systems

High Voltage Repairs

Hybrid A/C Service

Starting/Charging

Engine

12v Electrical Repairs

OLF

Brakes

0.0 1.0 2.0 3.0 4.0 5.0 6.0 7.0 8.0 9.0

5.8

4.8

7.1

7.9

8.7

8.2

6.0

5.3

6.1

7.5

7.2

7.6

8.2

7.4

8.1

8.7

8.5

8.9

8.5

5.1

6.1

7.1

7.7

7.9

8.3

8.6

Comfort Level 1=Not at All Comfortable & 10=Extremely Comfortable

Overall Dealer Franchise Indep RepairN=294



Volume of Hybrid Services

0 Vehicles 1 - 5 Vehicles 6 - 10 Vehicles 11 or More Vehicles0%

20%

40%

60%

80%

100%

10%

83%

3% 4%7%

73%

13%7%

17%

57%

17%10%12%

78%

6% 5%

Number of Hybrid/Electric Vehicles Serviced Per Month

Independent Repair FranchiseDealer Overall

N=295



Battery Service:In-House vs. Sent Out

Service Battery Pack in Shop

Replace Battery Pack in Shop

Send Vehicle to Dealer0%

20%

40%

60%

80%

100%

35%

58%

29%38%

63%

25%

55%

83%

3%

39%

63%

24%

Action Taken When Hybrid Battery Service is Needed

Independent Repair Franchise Dealer Overall N=135



Equipment &Tools



Type of Vehicles Serviced

Hyundai Sonata HybridChevrolet Volt

GMC Sierra HybridHonda CR-Z Hybrid

Cadillac Escalade HybridGMC Yukon Hybrid

OtherLexus GS 450h

Chevrolet Silverado HybridFord Fusion Hybrid

Chevrolet Tahoe HybridHonda Insight Hybrid

Toyota Highlander HybridFord Escape HybridHonda Civic Hybrid

Toyota Prius

0% 10% 20% 30% 40% 50% 60% 70% 80%

5%7%8%8%8%9%9%9%11%

14%15%

25%26%

34%41%

76%

Top Hybrid Vehicles ServicedOverall

Franchise

Dealer

Independent Repair

Overall

2.8

3.5

3.6

3.4

Average # of Different Hybrids Serviced

N=295



Type of Hybrid Tools Owned

Scan Tools Safety Equipment

Multi-meters Mechanical Tools

High Voltage Safety Gloves

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%82%

54%

79%

43%

61%

83% 83%

75%

58%

92%

79%

93%

69%72%

97%

81%

61%

78%

49%

67%

Tools Owned

Independent Repair Franchise Dealer Overall

N=208



Own Tools For Hybrid Vehicles

0%60%

70% 97% 80% 67%

Currently Own Hybrid Specific Tools% Yes: By Type Facility

Overall 0 to 1 2 to 3 4 to 10 10 or More

0%

40%

80%70%

52% 63%82% 86%

Currently Own Hybrid Specific Tools% Yes: By # of Technicians

# of Technicians N=297



Scan Tools UsedHybrid/Electric Vehicles

Aftermarket Only Both Mfg Only0%

20%

40%

60%

80%

100%

51%40%

9%

31% 31%38%

0%

38%

62%

44% 40%

16%

Type Scan Tools UsedBy Repair Facility

Independent Repair FranchiseDealer Overall



Specific Scan Tools UsedHybrid/Electric Vehicles

Porsche

Subaru

Mitsubishi

Mercedes

BMW/Mini

VW Audi

Honda-Acura

GM

0% 20% 40% 60% 80%

5%9%9%11%11%11%11%12%13%13%

16%19%

38%44%45%

51%

Scan Tools Used For HybridsManufacturer Brands

Dearborn Tech

Delphi

Blue Streak Tech

EASE Diag

Drew Tech

Other

Bosch Diag

Launch

SPX/OTC

Snap-On

0% 20% 40% 60% 80%

1%

1%

4%

4%

7%

11%

16%

20%

29%

74%

Scan Tools Used For HybridsAftermarket Brands

N=151 N=224



Factors Important To Scan Tool Selection for Hybrids

Level of service/support

Warranty

Software update costs

Vehicle brand and model coverage

Model years covered

Durability

Same capabilities as OEM tools

Accuracy

0 1 2 3 4 5 6 7 8 9

8.4

8.4

8.5

8.5

8.5

8.5

8.6

8.6

7.2

7.3

7.3

7.2

7.4

7.2

7.4

7.5

7.7

7.8

7.4

7.4

7.6

8.1

8.3

8.1

8.3

8.3

8.4

8.4

8.4

8.5

8.6

8.6Factors Most Important To Selection

Overall Dealer Franchise Indep Repair1=Not At All Important & 10=Very Important

N=581



Charging EquipmentAGM Batteries


0%10%20%30%40%50%60%70%80%90%

100%

35%

79%

50%

32%

Have Charging Equipment for AGM Batteries% Yes: By Type of Facility

N=721



Power Supply for Extended Service Procedures or Scan Tool Diagnostics


0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

30%

64%

41%

27%

Have Separate Power Supply For Extended Service Procedures or Drivability Diagnostics

% Yes: By Type of Facility

N=729



TechnicianTraining



Specialized Technicians Hybrid/Electric Vehicles


0%

10%20%

30%40%

50%

60%70%80%

90%100%

31%

93%

53%

21%

Technician Specialized in Hybrid/Electric Vehicle Service

% Yes: By Type of Facility

N=296



Number of HybridSpecialized Technicians

One54%

Two24%

Three12%

4 or More10%

Number of Hybrid Specialized Technicians


2.3 2.1 3.8 1.6

Average Number of Specialized Technicians

N=91



Technicians WithHybrid Training

Overall Dealer Franchise Independent Repair0%

20%

40%

60%

80%

100%

75%

100%

87%

73%

23%

74%

50%

19%

Technicians With Specialized Hybrid Training% Yes: By Type of Facility

Hybrid/Electric Vehicle Hybrid Battery ServiceN=296



Expected GrowthHybrid Battery Service

Overall Dealer Franchise Independent Repair0

2

4

6

8

10

2.2

3.82.8

2.1

Hybrid Battery Service GrowthOver Next Year

By Type of Facility1=No Change & 10=High Level of Growth

N=717



Types of Hybrid Training Received

Battery Pack Cell Replacement

High Voltage Charging/Testing Service Repair

Hybrid A/C or Electrical Vehicle Service

High Voltage Safety Training

40%

59%

63%

88%

69%

54%

69%

100%

90%

87%

87%

97%

49%

63%

67%

89%

Types of Hybrid Training

Overall DealerFranchise Independent Repair

N=222



Growth ofHybrid Battery Service



Factors Important To Hybrid Battery Service

Dedicated location with equipment /technology

Better understanding of hybrid battery service

Additional education on tools

Proven success/long term profit potential

Technical training/certification for technicians

Cost of initial set-up

Increased demand from customers/vehicles

7%

26%

29%

44%

44%

63%

86%

9%

27%

36%

45%

36%

55%

91%

25%

25%

0%

50%

63%

50%

88%

8%

28%

30%

42%

45%

61%

85%

Factors Most Important to Decision to Offer Hybrid Battery Service

% Rank in Top 3

Overall Dealer Franchise Independent Repair N=399



Biggest Challenges WithServicing Hybrids

Equipment to remove battery packs

Availability of replacement parts

Lack of accurate service information

Need for additional tools

Safety concerns

Proper technician training

0% 10% 20% 30% 40% 50% 60% 70% 80%

26%

27%

55%

52%

59%

73%

14%

29%

50%

50%

79%

71%

50%

50%

31%

50%

69%

46%

28%

29%

52%

52%

60%

71%

Biggest Challenge ServicingHybrid Battery Pack/Electrical System

% Rank Top 3

Overall Dealer Franchise Independent Repair N=357

This research was conducted & prepared for The Equipment & Tool Instituteby:

Accountability Information Management, Inc.Palatine, Illinois 60067-8124

847 358 8558FAX 847 358 8089www.a-i-m.com

March 2012

Documents

2012 Hybrid Service & Battery Research Prepared by: March 2012