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Study shows 70 percent of consumers say transparency is “very important” when selecting a repair shop

More than half of consumers are more likely to choose a shop that offers a loyalty program and gives back to its local community

Charlotte, N.C.—Four out of five consumers say transparency is “very important” when choosing an automotive repair shop, according to a new Maru public opinion poll.

The researchers’ findings boost the argument that new technologies are crucial in fostering transparency and building trust with consumers. Customers are empowered to make informed decisions about auto repair services straight from their phones, when they receive real-time service updates, inspection pictures and repair videos.

The study showed that consumers want more from their auto repair shop than regular service alone.

“Now more than ever, my customers want to know exactly what is going on with their vehicle,” said Bert Figearo, who owns 22 Meineke centers in Las Vegas. “They want transparency about the pricing of our repair services, and they want to understand the work that is being done on their vehicle.”

The survey, conducted in early October, assessed consumers’ preferences when selecting an automotive repair shop. Researchers also found that more than half of consumers are more likely to choose an auto repair shop that offers a loyalty program (59 percent) and gives back to its local community (54 percent).

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