Brands miss out if they fail to repair, white paper says
Specialist repair-focused software company Circulo has said in a new white paper that there is “compelling evidence” to show that brands should invest in repair services.
Founded in 2024 by the people behind former specialist London-based repairs service provider The Restory, Circulo works as a software as a service (SaaS) solution. Its aim is to enable brands, retailers, repair providers, and repair-focused start-ups “to build and manage repair businesses in whatever way meets their goals”.
In the new white paper, ‘Repair as a sustainability cornerstone’, Circulo quoted recent research from professional services firm Deloitte. The first 2024 ‘Sustainable Consumer’ report found that 75% of consumers would consider using repair services, and that 56% had repaired items instead of replacing them in the past year.
Reacting to this, Circulo said: “When brands don’t offer repair services, customers often seek independent repair options, resulting in missed opportunities to deepen emotional connections, enhance loyalty, and capture valuable first-party customer, product and repair data.”
It said growing consumer acceptance of repair presents a significant opportunity for businesses to enhance customer relationships while contributing to sustainability goals, “but only if brands actively participate in the repair journey”.
