Market Research Vietnam: Automobile repairing consumer behavior survey

vietnam automobile customer behavior survey

NMK LLC, a Vietnam market research company, has conducted survey on automobile repairing consumer behavior in Hanoi and Ho Chi Minh city covering car washing, lubricant exchange, tires replacement, and battery changes. The  Automobile Maintenance and Repairing Consumer Report addressed the questions to 361 people lived in Hanoi and Ho Chi Minh City, age from 20 to 50+, who are now owning and using cars about their experience in consuming maintenance and repairing services.

The survey targeted in four groups of responders including: Drivers, Officers, Business Owners and Others. To limit the effect of living area on consumer behavior, the survey aimed to obtain information in well distributed areas within Hanoi and Ho Chi Minh City classifying in five main groups: office buildings, residences, Car Dealers, Garages and washing shops.


The primary aim of the 2017 Automobile Maintenance and Repairing Consumer Report was to assess the prevalence and trends in substance uses and related behaviors of using maintenance and repairing services for their cars in Hanoi and Ho Chi Minh City, Vietnam.

The objectives were:

  1. To find the facts of individual substance use of maintenance, parts replacement and washing service.
  2. To identify the key individual determinants of behavior on consuming services.
  3. To report on long-term trends in substance use among automobile users in Hanoi and Ho Chi Minh City and estimate the behavior of consumers in Vietnam.



Participants are from Hanoi and Ho Chi Minh City, Vietnam, aged from 20 to 50+, owning/using cars in Vietnam.

The sample design was randomly selected users containing 361 participants in Hanoi and Ho Chi Minh City, Vietnam. The survey was focused mainly on automobile users who frequently and directly using car and also services for their cars.


In-person survey and online method was applied in this survey. The survey was conducted randomly selected area with wide range of locations classifying in five main groups: office, residence, car dealers, garages and washing shop.


The survey was obtained information from 361 respondents mainly focusing on consumer behavior of using maintenance, parts replacement and washing services. The size of survey might not large enough to represent fully accurate behavior of consumers. Data were weighted subsequently in order to correct for the overall disproportionate sampling strategy and for survey non-response.


All research team members took part in one-day training session, led by Principal Investigator of the research, which focused on improving familiarity with the survey, learning the research protocol, developing techniques for interacting with female, and reviewing various scenarios or potential problems that might emerge during data collection process.

On the day of data collection, research staff filled out a cover sheet with detailed area being sampled, the name of respondent, as well as the researcher administering the survey and the date of survey took place.

Once research staff had completed the data collection, completed surveys were brought back to the research office and visually scanned to identify potential problems.

A Customer Service Team then verified the data correction by contacting with respondents. They contacted to random respondents to ensure that all information collected were correct. A Customer Service Team was an independent team.

Questionnaires and Screening Tools

The survey was comprised of 55 multiple choice items including 24 open-ended questions. Information was requested on personal information, brand of car owned/used, understanding on car services, and substance use of maintenance, part replacement and washing services.

Questions 20 through 51 in the survey dealt with consumer behavior and tried to abstract the source of their making decision.

Question 8 through 19 was designed to attempt the brand of car, refueling behavior and frequency of use.

Definition of Substance Use

In the present report, substance use refers to permanently and directly related to car usage by the users.

How to read the graphs

The report includes several graphs showing proportions of consumers who owned/used automobile with detail indicators of age, income, type of owned car, and their relationship with consumption decision.

These results are presented as simple line graph without box-plots reporting confidence interval.

General Information

Of the 400 respondents participated in the survey, just 361 participants were fully qualified the survey’s criteria.

Therefore, the survey was analyzed based on the response of 361 consumers.

Clients might review outline consumer report here. A full report is available to order, clients might request a full version by ordering market research team at ic@nmkin.com or calling to our help desk +84 33 7572 999 for support.