Survey: Trust Growing Among Consumers for Automotive Repair Businesses
A survey conducted for the National Institute for Automotive Service Excellence (ASE) indicates consumers having a growing level of trust in automotive service outlets and the technicians who work there. The same survey also shows the three most important things a consumer considers before selecting a repair facility.
The survey was answered by nearly 1,500 vehicle owners across the country. More than 70% of them reported increased levels of trust in manufacturers, dealerships, independent repair shops and/or service technicians, ASE says.
“Trust is something that is earned over time through a series of positive experiences with service providers. From the results of our survey, we are seeing that automotive service professionals across the country are doing an excellent job earning trust and keeping it with their customers,” says Tim Zilke, ASE president and CEO.
Here are the three top factors for consumers in selecting a repair provider:
- great value for the money (48% of respondents),
- knowledgeable/friendly staff (46%) and
- conveniently located providers (43%).
The factors that correlated to a knowledgeable staff included the service provider’s ability to communicate thoroughly, industry certification of technicians on staff, and/or a recommendation from family or friends.
Nearly one-third of respondents weren't familiar with ASE, but 41% of survey respondents did say that ASE certifications factored into their decision, or that they only used shops employing ASE-certified technicians.
The research was commissioned by ASE with the online survey conducted by b4 Branding, an independent research firm.