Certifying third-party repairs retains customers, signals utility left in goods

Researchers at Penn State have discovered a potential solution to the growing problem of disposable consumption and electronic waste. According to a study led by the team, certifying third-party repair services can help companies retain customers by highlighting the value left in broken products. This approach, known as "unused utility," aims to shift consumer behavior away from replacing broken goods and towards repairing them.

The researchers, who were raised with a "fix it" mindset, noticed a trend towards disposable consumption over recent decades, resulting in a significant amount of waste. To address this issue, the team explored the impact of brand-authorized repair services on the repair rates of durable goods such as laptops and stand mixers. Their study aimed to alleviate two major concerns: the potential loss of sales due to repairs, and the costs associated with hosting an in-house repair service.

The findings of the study suggest that certifying third-party repair services can be a viable solution, increasing repair rates while mitigating the concerns of companies. By partnering with reputable repair services, companies can signal to customers that their products have value even when they're broken, potentially leading to increased customer loyalty and reduced electronic waste. This approach has the potential to make a significant impact on the way we consume and dispose of goods.