Total Responses
2,866
Brands Surveyed
3
Questions Analyzed
16
Segments Available
4
Screening
Fig. 1
Since your last service, has your vehicle needed any other type of service, repairs or maintenance?
Leading response: "Yes" at 61.5%
Fig. 2
Do you still own or lease the vehicle you previously brought in for service?
Leading response: "Yes" at 48.6%
Reasons for Leaving
Fig. 3
Which of the following contributed to your decision not to return? (Select all that apply)
Leading response: "Price or value" at 15.9%
Fig. 4
Which of these had the greatest influence on your decision not to return?
Leading response: "Price or value" at 10.9%
Likelihood to Return
Fig. 5
How likely would you be to return for your vehicle service?
15.3% positive vs. 15.0% negative
Customer Journey
Fig. 6
Thinking about your most recent interaction, which of the following did you use or experience? (Select all that apply)
Leading response: "Called a store directly" at 16.2%
Fig. 7
Did you experience any problems or frustrations with any of these steps?
Leading response: "No" at 34.8%
Fig. 8
Which step or steps caused frustration? (Select all that apply)
Leading response: "Called a store directly" at 2.1%
Ratings
Fig. 9
How would you rate the overall value for the price you paid?
10.6% positive vs. 18.4% negative
Fig. 10
How would you rate the time required to complete service?
12.1% positive vs. 16.0% negative
Fig. 11
How would you rate the quality of work performed?
14.9% positive vs. 11.7% negative
Fig. 12
How would you rate customer service and treatment?
17.0% positive vs. 13.2% negative
Fig. 13
How would you rate your confidence and trust in service recommendations?
13.0% positive vs. 16.5% negative
Competitor Analysis
Fig. 14
The last time your vehicle needed service, where did you go instead?
Leading response: "Independent repair shop" at 14.4%
Fig. 15
What service did you receive from the competitor? (Select all that apply)
Leading response: "Oil change" at 31.7%
Recovery
Fig. 16
What would need to change for you to consider returning? (Select all that apply)
Leading response: "Lower prices" at 14.1%