News Briefs
Customer Satisfaction Increased by Shops, Insurance Companies
Insurance companies are working more closely with collision repairers to increase customer satisfaction with repairs, according to results from the Trade-Level Auto Body Parts Attitude and Usage Survey, a study commissioned by Ford Motor Co. and General Motors Corp.
Survey results show several developing trends:
- Repairers appear to be doing a better job of informing customers of parts options prior to repairs.
- When informed, customers continue to overwhelmingly request that original equipment manufacturer (OEM) parts be used for repairs rather than the non-OEM parts that have been specified.
- Insurers are more frequently paying shops for the price differential between OEM and non-OEM parts. In the past, most shops would absorb the parts cost differential, but survey results show that insurers now pick up the bill 36 percent of the time, a 17 percent increase in the past three years.
The semiannual survey, conducted by Industrial Marketing Research, polls the opinions of 500 U.S. collision repairers (400 independent, 100 dealer-affiliated) on a number of issues relating to the collision repair industry. Other highlights include:
- Customer satisfaction with repairs completed with non-OEM parts continues to be a concern. Sixteen percent of vehicles repaired with aftermarket parts are returned to the body shop, nearly twice the return rate for vehicles repaired with OEM crash parts.
- Despite claims of quality improvement, basic fit is the biggest complaint repairers have with non-OEM parts. Repairers report that it takes 34 percent more time to make aftermarket parts fit correctly.
- Certified Automotive Parts Association (CAPA) certification is negligible, with 73 percent of repairers reporting that the quality of certified parts is "somewhat worse" or "much worse" than new OEM crash parts.
- Insurance companies continue to drive the decision-making process. When body shops use aftermarket parts, 73 percent cite insurance company requirements as the reason for doing so.
I-CAR Classes Posted Online
Inter-Industry Conference on Auto Collision Repair (I-CAR) class schedules for the Northwest, South Pacific, South Central, Southeast and North Central regions of the United States, and for I-CAR Canada, are now posted on the I-CAR Web site at www.i-car.com. Test dates for the I-CAR Automotive GMAW (MIG) Welding Qualification Test are also listed. Schedules for the Southwest and Northeast regions will be available in the near future.
Management Courses Accredited by AMI
Four Martin-Senour Automotive Finishes management training courses have been accredited by the Automotive Management Institute (AMI), an organization that provides continuous management education to members of the automotive service industry. The courses are titled "Martin-Senour Marketing," "Financial Shop Management," "Hiring and Interviewing," and "Increasing Your Closing Ratio."
"Receiving accreditation from AMI is gratifying," said Craig Seelinger, Martin-Senour director of training. "It underscores our commitment to assist shop owners and managers in their quest to improve their professionalism and leadership qualities."
EPA Lists Certified UST Vendors
The EPA has released a list of vendors whose procedures to assess the integrity of bare steel tanks have been evaluated and certified by qualified, independent third parties to meet performance criteria. EPA expects that the list, which currently comprises only one entry, will grow as additional evaluations of integrity assessment procedures are completed.
State agencies that implement underground storage tank (UST) programs determine which "alternative" (to human entry) integrity assessment methods are acceptable to evaluate steel tanks prior to upgrading with cathodic protection. State implementing agencies may or may not allow use of the integrity assessment procedures contained on the EPA list. UST owners and operators should consult with state agencies to identify the integrity assessment procedures allowed in their state.
For the most current version of EPA's UST program list, visit its Web site at http://www.epa.gov/swerust1/altasses.htm or call toll-free at (800) 424-9346.
Women Treated Differently Despite Buying Influence
In an era when businesses ranging from automakers to service facilities are striving to make women customers feel less intimidated, new survey results show that 89 percent of women responding said they are "treated differently" than their male counterparts, according to the Car Care Council.
With women representing about 65 percent (some experts claim 80 percent) of service facility customers, they are a vital part of a shop's customer base. Consider the following numbers compiled by the National Institute for Automotive Service Excellence (ASE): Women currently make up 49 percent of the work force; purchase 50 percent of all vehicles; have 95 percent veto power when purchasing a family vehicle; directly influence 80 percent of all purchases; and own 36 percent of U.S. businesses, contributing $23 trillion to the economy.
AutoInc.'s Eighth Annual Shop Management Software Guide || Insurer-Owned Collision Repair Shops || Managing Inventory || Electronic Claims Processing || So You Want to Train Your Employees? || Guest Editorial || Tech to Tech || Tech Tips || News Briefs || Taking the Hill || Around ASA || Net Worth || Stat Corner || Shop Profile || Chairman's Message
AutoInc. Magazine ®, Vol. XLVI, July 1998 (http://www.asashop.org)