9 9
Tool Purchasing
Tools Executive Summary
Respondents by
Job Category
Repair shop owners comprised
the largest number of respon-
dents in this and the previous
surveys conducted in 2015 and
2017 . Of the 133 respondents,
the majority (73.7 percent)
indicated that they owned repair
shops. Over a quarter were
service managers (28.6 percent)
and technicians (27.8 percent).
[Page 11]
Tool Suppliers
Respondents purchased tools
most frequently in the past from
mobile vendors (3.79 mean),
but infrequently from hardware
retailers (2.16 mean), tool jobber/
warehouse distributors (2.65
mean) and retail parts stores
(2.65 mean). The full line parts
jobber (3.57 mean) and the
internet sellers (2.86 mean) were
the next most frequently used
tool suppliers. [Pages 18 & 19]
Tool Purchasing Decisions
According to the respondents,
when it comes to tool buying
decisions, warranty (4.34
mean) takes precedence over
advertising/promotions, seller’s
recommendation, etc. (Other
technicians’ recommendations)
(4.02 mean) was highly-rated.
[Pages 24 & 25]
Concerns over Tool
Purchasing Decisions
Online shopping generates
uncertainty and concerns
about return policy, warranty,
fast delivery, etc. Respondents
expressed a growing concern
about tools they purchased
online not delivered in a timely
fashion, as fast delivery was
rated 3.79 out of a possible
5.00. Their worries were not
only limited to fast delivery, but
also to warranty (3.93 mean)
and a company’s return policy
(4.08 mean). [Page 26]
Type of Tools Planned
to Purchase in Future
Specialty tools continue to be the
tools of choice of all respondents.
Based on the 2017 survey results,
more than one in five respondents
(23 percent) planned to purchase
specialty tools in future. Specialty
tools are also the preferred
tools of service managers
(24.5 percent). [Page 30]
Reasons for Using
the Internet
One in three respondents
used the internet primarily
to seek information on tools
(36.3 percent) prior to making
purchases and to access
data services (31.9 percent).
[Page 34]
Internet Tool Purchasing
Experience
A major benefit of online
shopping is the ease of price
comparison relative to shopping
at a physical location. For a
vast majority of respondents
(84.9 percent), the amount of time
spent researching information
online is predicated on the dollar
value of the tools to purchase.
[Page 35]
Over two-fifths of all respondents
(46 percent) spent between one
and three hours researching tool
information prior to shopping
online. Additionally, over one-third
of all respondents (36.5 percent)
spent more than three hours
on the internet researching
information. On the other hand,
fewer than 20 percent of them
(17 .5 percent) were online for
less than an hour, a significant
drop from the previous year
when the total was 42.6 percent.
[Page 36]
Nearly three in five respondents
(56 percent) researched
information on tools when
prices were as low as $100 and
as high as $500. Conversely,
when tool prices ranged
between $1,000 and $3,000,
only one in five respondents
(21.6 percent) embarked on an
online search, relying instead on
the recommendation of other
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