21 September 2009: Consumer Survey Reveals "Convenience"...The New Standard In Customer Service
Survey Results Show CONVENIENCE Top Rated Factor For Local Vehicle Service Consumers
Recent surveys of vehicle service customers reveal a NEW factor, "convenience", is now the most frequently cited criteria used by consumers with respect to where and who services their car or truck.
Gainesville, FL. September 21, 2009 - A year-long study and survey of consumers seeking automotive services revealed consumers EXPECT vehicle repairs to be finished on time and the job done right the first time and a new factor, CONVENIENCE, is now cited most often. In a survey of more than 3,700 Gainesville vehicle owners were asked "What is most important to you when deciding on who or where you will have your car or truck serviced" more than 89% of respondents cited "CONVENIENCE". We learned consumers dread the time it takes to drop off their car or truck for repairs or service, in large part because it is a "hassle" for them to either get a ride back home or to work. Nearly 67% of those interviewed said they don't like shuttle services and nearly 75% said they would prefer to have someone pick them up and drop them back off so they don't have to use a shuttle. Slightly over 88% of the consumers surveyed said they wish they could avoid the drop off/pick up hassle altogether. Just under 80% of the survey participants said they consider "repairs done right the first time" and 77% cited "on-time repairs" essential to their decision process.
Consumers EXPECT work on their car or truck to be done right the first time and completed in a timely manner, says Terry Carter, Founder and Owner of Terry's Automotive and Qwik Lube. If work is not done right and the vehicle returned on time then the consumer will go elsewhere for future services. He adds, "Terry's Automotive and Qwik Lube completes more than 95% of all its' repair services on time and our frequency of rework is 10 times LESS than the industry average.we are proud of our team."
These survey data told us we needed to change the way we provide our services. After several months of discussions with our customers we created our own "No Hassle Service Program". Our NEW service program eliminates the routine hassle associated with dropping off a vehicle for repair and the need to arrange or request a ride to pick up the vehicle when the service is finished. Carter says, "No more getting up early to get to the repair shop, drop off the vehicle, and sitting around waiting for your ride to work or pickup by your friend. When the needed work is finished, the vehicle is returned to where you need it. In simplest terms, Our customers can drive their vehicle to work just like they always do and while you are there, Terry's will pick it up, do the work and return it; you drive your vehicle back home. Customers are kept appraised of the work on their vehicle via telephone updates or emails...whichever is preferred."
"We designed the No-Hassle Service Program to make life easier for our valued customers. Those using the service include individuals working at Shands and North Florida Regional Hospitals, or homeowners that live in the western Gainesville, extending to Jonesville and Haile" says Carter. Terry's Automotive And Qwik Lube shops are located at 7500 N Newberry Road and 6501 Archer Road, both locations are just west of I-75.
The No Hassle Service Program is available at no additional cost for a limited introductory period. "Sure it costs us money to provide this service, but we are in a competitive business and we recognize this innovation really helps our customers. We are rewarded with their loyalty when we do a good job. It is a win-win." "Our world is changing and we have to change to succeed" concludes Carter.
For additional information or to arrange a facility visit, please contact Info@TerrysAutoService.com.
