Dec. 10, 2019—Meineke Car Care Centers was awarded the top spot in America's Best Customer Service 2020 by Newsweek.
In a press release, Meineke says that its conducting customer research in order to understand and deliver what customers want from their automotive repair experience. What the brand learned is that customers want transparent customer service—they want to understand the problem with their vehicle and their repair options, and to be free to make their own fully-educated decision in a low-pressure environment.
With this, Meineke adjusted their branding and began a new advertising campaign. The new advertising campaign is intended to reassure car owners that when they visit a Meineke center, they will only receive the services their car needs. The ad features a picture of a doctor, and states “Your doctor wouldn’t make unnecessary repairs. Neither would Meineke.”
“Research confirmed that customers who need to get their car serviced feel vulnerable when they visit a repair shop,” said Jeremy Putney, vice president of marketing for Meineke. “This insight led our team to the analogous situation of a doctor visit, where a person needs to put trust in a professional to give them good advice when the patient doesn't really understand what the doctor is doing."