Release Date: 01.10.2025 2024 E-COMMERCE PARTS

Who is the online buyer?
What parts are most frequently purchased online?
Does their company have centralized purchasing? If so, how does that impact parts purchases?
What channels do fleets use for online purchases and why?
Do fleets reference component manufacturers’ websites to assist in their purchasing of parts? If yes, how?
How do fleets find their online parts sources?
If fleets are not using online purchasing, why not?
In addition to parts purchasing, what data, invoicing and software integration is a necessity for online sources to provide?
What online support is required and expected to ensure return customers?
Who (title) is responsible for purchasing parts? Purchasing parts online? How old is the person responsible for parts purchasing?
What e-commerce channels are fleets currently using when purchasing medium and heavy duty truck parts online?
Have fleets made changes in online sourcing? If so, why? Why do fleets choose the e-commerce channels such as a general website (like Amazon), or a site specific to truck parts (FindItParts), etc.? In the future, through what additional channels do fleets consider purchasing parts?
What are delivery expectations when purchasing parts online?
Do fleets ever order online and pick up the part in person? What drives this method of delivery?
Why do fleets choose to purchase parts online versus from a local channel?
What services beyond parts purchasing are incentivizing fleets to purchase through online channels? (These activities may include accessibility to data, electronic invoicing and service event data records, to name a few.)
How important are these additional services? Are there other services that fleets wish were included?
Do fleets purchase any parts directly from manufacturers through online ordering?
What types of parts are fleets purchasing online?
What are future expectations for online purchases by fleets? Initially, our 2024 E-Commerce Study included the following Study objectives. These topics encompassed previous topics, timely topics that MacKay & Company researched and particular topics of interest from our initial Study participants. When the Study kicked off, we met with each participating company to discuss their e-commerce interests. We added new areas of focus, in many instances, to address our client’s e-commerce research needs. Additionally, we conducted two online focus groups to test survey questions and help in the final survey development.<br>

New Areas of Interest in our 2024 E-Commerce Parts Purchasing Study In order to track trends and changes over the past four online parts purchasing Studies conducted by MacKay & Company, we, in large part, kept this year’s survey consistent with previous studies. Changes that were made include:
Added options to existing questions
Added components of interest to our Study participants
Title of people ordering parts
Method to identify parts that fit on the vehicle
Devices that are used for online purchases
Instances where online parts would not be ordered
Use of online VIN lookups
Guest functions for quick purchases
Use of fleet management/procurement software
Frequency of using sites for research purposes only<br>

E- Commerce Focus Groups Executive Summary and Key Observations What have been your biggest challenges over the past year in regard to purchasing parts online? For those who aren’t currently purchasing any parts online, explain the primary reasons why not.
How do these challenges compare to 3 years ago and what do you anticipate the biggest challenges parts sellers will need to address 3 years from now?
Who here today, at a minimum, is conducting parts research online before purchasing? Please walk us through that process a bit – sites viewed, keyword searches, etc.
Are there particular components that you may never, or are very unlikely to order online? Why is that?
Who are your favorite online parts sources and why?
What information is key to have available online in order to instill confidence you are getting the correct part needed for your vehicle(s)?
We’ve heard today as well as in our last group about overall confidence in receiving the correct part. I’m going to propose a scenario and ask for a show of hands. If given the option to verify parts by inputting the vehicle VIN, would you feel more confident to purchase online? Also show of hands, how many today feel this would be possible given the way you procure parts today. How much influence/impact do various loyalty programs have on your purchasing decisions? Specifically, as it relates to the impact these may have to online purchases.
What are some positive aspects about more traditional parts ordering, in-person, over the phone, etc. that you would like to see better incorporated into the online process somehow?
What are current delivery expectations, for online orders and/or traditional parts orders?
Are any online parts purchasing platforms you use tied into other fleet management or accounting software used by your organization?
Describe differences in process between ordering parts in a closed system (requiring a login) vs an open system not requiring any login/account necessarily in order to complete the purchase.
Do you have a preference, are there certain features within either that are most desirable. E-Commerce Focus Group Discussion Topics MacKay & Company conducted two online focus groups with fleets, across vocations and fleet sizes, in order to receive firsthand input on a number of topics to be included in the mail survey. This discussion provided Study participants (who were invited to join the online group) with the “voice of the customer” and the opportunity to directly receive insights into fleets’ current online parts purchasing. Recordings of each group were provided to all study participants and are available upon request. Recordings are available upon request.<br>