When your car goes into a garage, you want to be sure it’s in safe hands.
A new study from Kwik Fit has revealed that when it comes to choosing a garage to maintain your car, trust beats both price and convenience as the most important factor. Research by the company shows that 78 per cent of motorists will remain loyal to one garage they trust and 30 per cent of people are so faithful, they wouldn’t switch at any price.
Research has also shown 45 per cent of motorists say their most important reason for returning to the same is because they trust it will do a good job. This is almost twice as many as those who are most influenced by price (24 per cent) while only 20 per cent base their decision on convenience.
According to Kwik Fit’s results, 74 per cent of drivers believe it takes up to three successful visits to gain their trust and only three per cent say it takes seven visits, while ten per cent of motorists say they don’t generally trust garages.
Knowing what your customers think about your service levels is vital in today’s competitive market. You want your customers to receive the highest possible level of service so that they not only buy from you but they share their positive experience with friends and colleagues. Mystery Shopping and Performance Improvement Company, Douglas Stafford, can provide your management team with fast, accurate market research data to improve customer satisfaction and sales performance.