Why do consumers choose one provider over another, what offerings attract them to do business with a service facility, and what helps retain their business?
Draper, Utah—The global COVID-19 pandemic has resulted in changes in consumer attitudes in many areas. AutoNetTV Media, Inc. and its customers wanted to understand the current attitudes of vehicle owner toward automotive service providers. Of specific interest is why consumers choose one provider over another, what offerings attract them to do business with a service facility as well as what helps retain their business. AutoNetTV also wanted to understand their perceptions of service recommendations and their feelings of trust in service professionals. It explored what actions or tools could be employed to increase customer trust in service recommendations.
AutoNetTV engaged Centiment, a Denver-based research company, to survey 1,031 vehicle owners in the United States. Participants were over the age of 25 and routinely drive an automobile that he or she personally owns. They were split evenly among male and female. Every state but North Dakota is represented by participants.
This Part 2 of the survey results focuses on consumer attitudes on maintenance services, trust in recommendations they receive, and what service professionals can do to improve both. Service Centers can download the free white paper of Automotive Service Report Part 2 here.
Comments are closed.