"Communication Is the Key to Satisfaction With Auto Repairs"
13 June 2000
Study results released by Automobile Club
LOS ANGELES - Gaps between consumer expectations and an understanding of those expectations by auto repair facility managers appear to be a root cause of customer and repair-provider frustration with the auto repair experience, according to a new national AAA research study."Repair providers in general appear to misunderstand what consumers really want from them," said Ed Lindsay, approved auto repair manager for the Automobile Club of Southern California, the largest affiliate of AAA. "This means consumers need to be very clear with auto repair personnel about the work they want done and the level of service they expect. It also means the repair industry needs to listen to the consumer and determine if they are allocating enough resources in areas consumers judge to be important."
AAA commissioned the study to learn how the repair experience can be improved for all repair shops and consumers. The Auto Club plans to distribute brochures later this summer recommending specific steps repair providers and consumers can take to narrow the expectation gap.
The study found repair providers overestimate the importance to consumers of promptness in writing up service orders; courtesy and helpfulness of personnel; ability to fix a problem on the first visit; and shop reputation.
The study also found repair providers underestimate consumer expectations in the number of mechanics to do the work; time required for maintenance repair; convenience of service hours and locations; special offers/discounts; warranty provisions; fairness of fees; and AAA affiliation.
The top three reasons consumers said they chose a repair shop are: quality of work, ability to diagnose problems properly and the knowledge and expertise of service personnel. Consumers also indicated they value the ability to fix problems on the first visit, the amount of time required for maintenance/repair and the number of technicians available to do the work.
In general, consumers say their satisfaction level with repair providers is 18 percent below what repair providers believe it to be. AAA members rate their satisfaction with repair providers at 76 percent, while repair providers believe customers are 93 percent satisfied.
Nine out of 10 consumers say they know the manufacturer's maintenance schedule for their vehicle while repair providers say they believe only 42 percent of consumers actually follow the recommended maintenance procedures.
"Either way, there is an opportunity for more communication between shop personnel and vehicle owners on repairs that are needed and what constitutes good preventative maintenance," said Lindsay.
The Auto Club provides roadside assistance to more than 6 million members in 13 counties. It maintains an Approved Auto Repair (AAR) network of more than 700 independently inspected facilities. These facilities offer protections to Auto Club members, and must consistently achieve high customer satisfaction levels to receive the Auto Club's special "AAR" facility designation. A motorist doesn't need to be a member to use an AAR repair shop.
The Auto Club, celebrating its 100th anniversary this year, regularly inspects the approved shops, and parts and repairs are guaranteed for minimum of 12 months or 12,000 miles, whichever comes first. The Auto Club also administers a complaint resolution service for these shops and Auto Club members if concerns arise about repairs.
AAA's findings are based on a mail survey to more than 3,850 AAA households and 4,600 repair facilities with a response rate of 16 percent and 32 percent respectively.
The Automobile Club of Southern California, the largest AAA affiliate, has been serving members since 1900. Today, Auto Club members benefit by the organization's roadside assistance, financial products, travel agency and trip planning services, highway and transportation safety programs, insurance products and services, automotive pricing, buying and financing programs and legislative advocacy.
