Survey: Most Consumers Not Satisfied With Auto Service Provider

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Feb. 25, 2021—A recent survey finds most Americans are not completely satisfied with their current auto service provider, according to a press release. 

A survey conducted by UpSwell, a marketing firm specializing in helping local businesses, found that only 34 percent of consumers are always satisfied with their auto service provider. 

"That means that 66 percent of consumers are potentially open to going somewhere else. We want to help auto shop owners tap into that 66 percent market share and get more customers into their shop,” Nelson Rodenmayer, SVP of sales and marketing at UpSwell, said in a statement. 

The survey found 78 percent of respondents believe that fair price equates to good service, outranking good communication, honesty, timeliness and respect. It also found the three most enticing offers to consumers are a free tire rotation with oil change, discounted oil change, and a loyalty program.

The findings were most favorable for local repair shops, as 52 percent of people surveyed prefer to get their vehicle repairs done at a local shop while 35 percent prefer a dealer/brand specialist, and 10 percent prefer national chains. 

The consumer auto service survey was conducted in January 2021 and included 1,071 vehicle owners in the United States, aged 25-54.

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