Market Force Information’s recent Automotive Panel Study shows what brands are leading in automotive maintenance, and what the most important factors are for consumers in choosing a provider.
What Consumers Value
The study surveyed drivers of all vehicle types, from economy cars to high-end models, and across various age groups and income levels.
The most important factor in choosing a service provider for these drivers was pricing, which was the response three times more often than the second-biggest reason, which was quality of service.
Closely following behind that was convenience, and previous positive experiences, with 50% of those surveyed saying that they would not return to a brand after having a negative experience.
Leading Brands
When looking at popular brands, Valvoline came out on top with a customer loyalty score of 4.6 out of 5, and a trust rating of 4.25. In addition, the brand has seen 75% of its customers return for future visits, according to the survey.
Walmart and Jiffy Lube were alongside Valvoline in dominating market share, with dealerships accounting for 38% of all service visits.
Brands that appear to be struggling right now includes Firestone Complete Auto Care, of which just 38.8% of its customers said they would recommend its services. The brand also had the highest reported problem incidence rate of 16.3%.
Walmart has also had a high incidence rate as well, with 15.6% of those surveyed reporting issues.
