INDEPENDENT REPAIR SHOPS FARING BETTER THAN DEALERSHIPS
By Adnews Staff
Customers who patronize independent repair shops are more satisfied with the service they receive than are those who use dealerships for auto service repairs, according to a study done by J.D. Power & Associates of Toronto. In addition, 32% of respondents said they trust their repair shop, that the service hours are convenient, prices are reasonable and the customer waiting area is clean. Twenty-four per cent said their car was fixed properly the first time, was informed of the job status and had easy access to the service mechanic. Twenty per cent said the vehicle was delivered promptly, that the repair estimate was accurate and services were clearly explained. Sixteen per cent of the respondents said the service they received was courteous and 8% said the establishment met their expectations. Although 12% of consumers said they will patronize the most inexpensive establishment they can find for service, 72% said they are prepared to drive more than 10 kilometres for better service. Forty-nine per cent of consumers follow service recommendations outlined in their vehicle service manuals and 65% said they expect car dealer service to be superior to other service providers. The study looked at maintainers of vehicles two-years and older.