Vehicle-Service Customers Price-Conscious, Survey Says

Price tops the list of what satisfies automotive consumers, who can be picky in getting their vehicles serviced. That’s according to marketing firm UpSwell’s customer polling.

Its survey of 1,071 U.S. vehicle owners, age 25 to 54, suggests about two-thirds of people aren’t always happy with their service provider, especially when they get the bill.

“Only 34% of consumers are always satisfied with their auto-service provider,” says Nelson Rodenmayer, Upswell’s senior vice president-sales and marketing. It means most could go elsewhere next time, he adds.

What constitutes good auto service? Nearly 80% of respondents cite perceived fair pricing. That trumps good communication, honesty, timeliness and respect.

The survey indicates 36% of respondents get their car serviced twice a year, with older respondents doing it more often.

Younger respondents (age 25 to 29) patronize national repair chains more often than their elders do, the survey says.  

Among all age groups, about half prefer a local shop, 35% a dealer/brand specialist and 10% a national chain.

Upswell bills itself as a company that helps local businesses expand customer bases.

Steve Finlay is a retired WardsAuto senior editor. He can be reached at [email protected]