One of the areas where the results led to clear guidance for repair shop owners was online reviews. Of those survey participants who were asked to post an online review for a repair shop, 62 percent did post a review. Of those survey participants who were not asked to post an online review, only 18 percent posted a review.
Comparing those two numbers, auto repair shop customers are more than three times likely to post a review for the shop if they are asked.
The importance of online reviews is not new news, but through the survey Repair Shop Websites was able to quantify it in one way. They asked the survey participants, “What would make you significantly less likely to visit a shop?” “Bad reviews” was chosen by 27 percent of the participants while “bad reputation” was chosen by 30 percent. It’s likely fair to assume that bad reviews could easily be used as a factor for a potential customer to say that a shop has a bad reputation.
One of the best ways to build a good reputation and to weaken the impact of a bad review is to get as many positive reviews as you can. If you haven’t already, now is the time to start asking your happy customers to post a Google review for your shop.
If you’d like more information on the importance of Google Reviews and how to use them, Repair Shop Websites recently recorded a podcast – What are your Google Reviews doing for you?
If you’d like to see an infographic that highlights some of the key findings from the Repair Shop Websites survey of nearly 600 auto repair shop customers, you can find that at https://www.repairshopwebsites.com/2019-automotive-repair-shop-customer-survey-key-findings/.
