Independent Shops Shine, Kia, Hyundai, Jeep Dealers Lag In Service Satisfaction Survey

Customer Satisfaction Survey Results

According to a recent survey conducted by Consumer Reports, drivers who visited Kia or Jeep dealerships were the least satisfied with their repair experiences. Hyundai drivers also reported lower satisfaction levels. Overall, customers who chose independent shops were more satisfied than those who opted for dealership services.

Factors Influencing Satisfaction

Price plays a significant role in customer satisfaction. Independent shops allow customers to negotiate labor and parts costs, a benefit not typically available at dealerships. Repair chains like AAA Car Care Plus and Firestone Complete Auto Care also received high ratings for affordability.

Advantages of Independent Shops

Consumer Reports’ study highlighted the advantages of independent shops, including trustworthiness, knowledgeable mechanics, and a good reputation. Customers across the board reported satisfactory service experiences, with 85% stating their initial problem was fixed in one visit.

Dealership Benefits

While independent shops have their advantages, dealerships offer cleaner facilities and amenities like loaner vehicles. Owners of newer vehicles are more likely to visit dealerships for repairs, as they may require specialty equipment for new technology.

Brand Loyalty and Service Preferences

The survey also revealed that owners of certain brands prefer dealership services over independent shops. Brands like Tesla, Cadillac, Audi, Ram, and Subaru had higher dealership service loyalty rates. However, customer ratings did not always align with brand preferences.

Conclusion

Regardless of where customers choose to service their vehicles, the key takeaway is that satisfaction levels are generally high across the board. Independent shops offer cost-effective solutions and trustworthy service, while dealerships provide convenience and access to specialized equipment for newer vehicles.