Car Servicing – 2012 Ratings

Posted by Canstar Blue November 1st 2012

You are viewing the archived 2012 ratings for car servicing. Go to the current ratings

See Our Ratings Methodology.

Australian drivers stall for as long as possible between car services

Most Satisfied Customers - Car Servicing 2012Nearly half of the drivers in our recent customer satisfaction survey play chicken with their car’s health by stretching the time between scheduled services in an effort to save money.

Furthermore, a third of respondents skipped car servicing entirely if their vehicle was already running well.

Younger drivers were especially likely to do this, with roughly two thirds of Generation Y drivers holding off on car repairs and servicing for as long as possible, compared to around one third of Baby Boomers.

These auto maintenance behaviours occurred even though 83% of respondents believed that regular car services saved them money in the long run.

Some respondents, however, had the foresight to predict this problem before they even purchased their car. Roughly two in five respondents factored in the cost of scheduled car servicing as a major consideration when purchasing a new car.

While servicing tended to be inconsistently scheduled by some drivers, three quarters of respondents were happy to go to the same auto repair store each time to get their car serviced.

Drivers looking to develop a long-term relationship with their mechanic may look to Midas – which received our most satisfied customers award this year for car servicing.

Ultratune, Kmart Tyre & Auto Service and Goodyear Autocare also featured in our ratings.

Midas received five star ratings for overall customer satisfaction, the time taken for servicing, cost of parts, warranty of repairs, effectiveness of repairs and advice received. Midas wasn’t alone in five star victory however; with Ultratune achieving top ratings for time taken for servicing, cost of parts, warranty of repairs, customer service and advice received.

Canstar Blue commissions Colmar Brunton to regularly survey 2,500 Australian consumers across a range of categories to measure and track customer satisfaction. The outcomes reported are the results from customers within the survey group who have had their car serviced in the last 2 years by someone other than a dealer – in this case, 649 people.

Brands must receive at least 30 responses to be included. Results are comparative and it should be noted that brands that received three stars have still achieved a satisfaction measure of at least six out of 10.

Overall satisfaction

Customers were most satisfied with the Midas touch on their vehicles, earning the well-recognised car servicing brand five stars in this category. Ultratune and Kmart Tyre & Auto Store each received four star ratings for overall satisfaction, and Goodyear Autocare finished with three.

Value for money

Midas also received five stars for value for money for car servicing – edging out Ultratune and Kmart Tyre & Auto Store with four stars, as well as Goodyear Autocare which finished with three.

Time taken to complete service

Australians rely heavily on their vehicles on a daily basis, so a quick turnaround can be important. In this case, both Midas and Ultratune were on top of the competition for the time taken to service vehicles. Following the five star victors were Kmart Tyre & Auto Store with four stars, and Goodyear Autocare with three.

Cost of any parts required

Midas and Ultratune each received another shared five star rating for the cost of parts required for a car service. Kmart Tyre & Auto Store and Goodyear Autocare each followed with four and three star ratings respectively.

Warranty of repairs

Another dual five star rating went to both Midas and Ultratune for the warranty available on repairs and servicing. Next in line were Kmart Tyre & Auto Store with four stars, then Goodyear Auto with three.

Effectiveness of repairs

Midas customers were the most satisfied with the effectiveness of the repairs to their vehicle. Following the five star brand were Ultratune and Kmart Tyre & Auto Store with four stars each, then Goodyear Autocare with three.

Customer service

Not every Australian is familiar with the elaborate inner workings of their car; so better customer service to explain what’s wrong with your car can be reassuring. Ultratune received five stars for customer service; followed by Midas and Kmart Tyre & Auto Store with four star ratings, then Goodyear Autocare with three.

Advice recieved

Customers of both Midas and Ultratune were the most satisfied with the advice they received, earning each car servicing brand a five star rating. Kmart Tyre & Auto Store received four stars for advice received, and Goodyear Autocare received three.

Past Ratings
Car Servicing (2011)