Why Shops Don’t Buy More from Their Main Parts Supplier

A Qualitative Analysis of 500 Repair Shops

Across 500 open-ended survey responses, a consistent story emerged: while most shops have a preferred supplier (often NAPA, O’Reilly, or Advance), few rely on one source exclusively. The data reveals that purchasing decisions are driven less by loyalty and more by availability, brand flexibility, pricing, and speed.

Five key themes account for nearly all feedback, with parts availability and brand coverage overwhelmingly defining the customer experience.

Category	Count	% of Total (n = 500)
1. Parts Availability & Backorders	230	46%
2. Brand or OEM Preference	125	25%
3. Price Competitiveness	65	13%
4. Delivery Speed & Proximity	35	7%
5. Supplier Diversification / Risk Management	45	9%
Total	500	100%

Availability and Backorders (46%)

The single biggest factor limiting purchases from a preferred supplier is inconsistency with parts availability. Respondents repeatedly mention out-of-stock parts, backorders, and delays due to supply chain issues or tariffs.

“They don’t always have the part we need in stock.”
“Sometimes the parts are on back order, and we have to call around.”

For shops working on tight timelines, even a single delay can shift business elsewhere. Many see using multiple suppliers as insurance against supply chain risk.

Brand and OEM Preference (25%)

A quarter of the responses cite brand limitations as a reason for sourcing elsewhere. Many jobs require OEM parts, or certain aftermarket brands known to “fit better” or “hold up longer.”

“They don’t carry all the brands we like to use.”
“Different brands work better on different vehicles.”

Shops often emphasize that brand trust is built over years of hands-on experience. If a preferred brand isn’t available, they won’t hesitate to switch suppliers.

Price Competitiveness (13%)

While not as dominant as availability or brand, pricing remains a key factor. Many shop owners “call around” to compare pricing and maintain competitive costs for their customers.

“Sometimes I can find a better price somewhere else.”
“Using different suppliers keeps pricing competitive.”

Price sensitivity has grown amid tariff impacts and rising costs, but most respondents indicate they balance price with reliability and availability, not price alone.

Delivery Speed and Proximity (7%)

For time-sensitive repairs, speed of delivery is often the tiebreaker. If one supplier can deliver “right now,” they get the sale, regardless of loyalty.

“O’Reilly can deliver faster.”
“We use whoever can get the part to us the quickest.”

Proximity and route efficiency, especially for smaller shops, play an outsized role in repeat business.

Supplier Diversification and Risk Management (9%)

Many respondents intentionally maintain multiple supplier relationships to ensure flexibility and competition. This is seen as a strategic best practice, not just a fallback plan.

“It’s good to have a few suppliers. It keeps prices competitive.”
“Having backup suppliers takes the stress out of tracking down parts.”

This trend points to a more sophisticated approach to parts sourcing, one shaped by years of managing unpredictable supply chains.

Concluding Insights

The findings highlight a marketplace defined by pragmatism, not loyalty. While most shops express respect and preference for their main supplier, they refuse to risk downtime, missed deadlines, or customer dissatisfaction due to availability or brand constraints. Additionally, advances in online ordering systems enable diversification of suppliers by linking multiple sites for greater speed and efficiency.

To increase share of wallet, suppliers must focus on:

Strengthening parts availability and reducing backorders

Expanding brand and OEM coverage

Maintaining competitive and transparent pricing

Optimizing delivery logistics for speed and accuracy

Building trust through consistent reliability and communication

In short, trustworthiness and loyalty are earned through consistency, not just reputation. relationships, and delivery speed are central to both planned and spontaneous decisions. Ultimately, successful parts ordering in the repair industry hinges on balancing workflow efficiency with the ability to adapt quickly to supply constraints ensuring shops can meet repair commitments without delay.