Chicagoans love their cars and show it by regularly scheduling oil changes and tuneups, exhibiting more dedication than motorists anywhere else in the county. But though they generally take care of their cars, they generally rate getting their cars repaired on par with filling out their tax returns, according to the National Auto Parts Association (NAPA).
In the 1998 NAPA Auto-Attitudes Report, motorists in the North Central Region, including the Chicago area, reported a significantly higher commitment (70 percent) than the national average (62 percent) for tuneups. They are even more committed to getting oil changes. More than four-fifths (83 percent) reported that they follow a regular schedule compared with the national average of 80 percent.
But those in the North Central region, like most Americans, lack trust and confidence in automotive technicians. Thirty-one percent of those surveyed said they “strongly believe” automotive technicians are trustworthy. Nationally, auto technicians were rated lower than police officers (75 percent), lawyers (40 percent) and chiropractors (35 percent). Technicians did, however, rate more trustworthy than politicians, who gained the trust of only 8 percent of those surveyed.
“Unfortunately, consumers still believe negative stereotypes about the industry,” said NAPA President Steve Handschuh. “It takes highly skilled technicians to diagnose and repair today’s high-tech cars.”
More than half the people surveyed feel technicians lack professionalism. Forty-two percent of Americans give auto technicians the highest vote of confidence of completing their services on time. At 44 percent, respondents in the North Central region are only slightly more confident. In this category, people generally give higher marks to cable installers (56 percent), electricians (48 percent) and plumbers (45 percent). Eighteen percent of the respondents felt that home maintenance contractors are likely to complete the job on time.
Apparently, it is easier to win an argument with your spouse than with an auto technician, according to nearly half (48 percent) of the North Central people surveyed. About one-third (30 percent) thought they could win an argument with a technician as compared to 18 percent with an IRS agent and 10 percent with a police officer.
Those in the North Central region are more loyal to their hair stylist (50 percent), dentist (62 percent) and doctor (66 percent) than to their auto technician (45 percent). One-quarter are loyal to their dry cleaner.
When it comes to giving good advice, North Central folks rate auto technicians (30 percent) on par with hair stylists (28 percent) while lawyers and doctors rate at 61 and 79 percent, respectively. In the national average, however, lawyers were rated 43 percent. .
The days of learning how to fix cars at the elbow of a mentor are long gone. Formal education often begins in high school and continues in post-secondary school, where aspiring technicians can earn a two-year associate degree from a community college or an applied science degree from a four-year college. But the need for continuing education is crucial.
Automotive technology is constantly changing. For instance, computers not only manage the engine and climate control system, but they also often talk to one another. Technicians must constantly learn how the new technology operates and how to service it.
Yet, according to the survey, half the people in the nation (53 percent) do not know that auto technicians receive ongoing training. Fifty-six percent of Chicagoans know that the people who fix their cars get continuing education.
When asked what professionals “receive a great deal of ongoing training,” 77 percent of those interviewed said firefighters and 64 percent said police officers.
Compared with the national average of 44 percent, respondents in the North Central region are a bit more skeptical about getting good advice from auto technicians.
Only 42 percent felt they are “likely to get honest information on car repair from automotive technicians.” Overall, Americans rated friends (75 percent) and news reports (39 percent) as trustworthy sources of advice. Ten percent thought that advertisements could be trusted.
NAPA’s Handschuh said motorists should seek certified professionals. “There are more than 400,000 ASE-certified automotive technicians who are well trained and know they must satisfy customers to stay in business,” he said.
Technicians certified by the Society for Automotive Service Excellence must pass rigorous written exams in up to eight areas of auto service from brakes to air conditioning to engine performance. Furthermore, they must recertify every five years to keep their credentials.
The research was conducted by AAA Market Research for NAPA and consisted of 1,525 heads of households who own vehicles in the Northeast, Southeast, North Central, South Central and West regions of the U.S. Three cities were included in each region with Minneapolis and Columbus, Ohio, joining Chicago in the North Central.
FINDING THE RIGHT CARE GIVER
The National Automotive Parts Association, a leader in the automotive aftermarket industry since 1925, offers these tips to help car owners find a reputable and highly skilled auto care technician:
– Shop around for an auto care facility before you need repairs. Basic automobile maintenance is the best way to keep your car running smoothly and avoid costly repairs.
– Ask the facility for references and call them. A few minutes on the phone goes a long way to ensuring you get the quality car repairs you need.
– Ask family, friends and co-workers to recommend a shop. Recommendations from friends, relatives and strangers account for 60 percent of all car-buying decisions. This same method should be used to find a quality car-care center.
– Ask your local Better Business Bureau to check a business’ reliability before you have repairs.
– Don’t shop for price alone. You’re not just paying for the cost of the part and the time it takes to install it, but you’re also paying for the professionalism and technical expertise of the technician.
– Insist upon a shop backed by a national warranty program.
– Look for signs that the shop has the equipment needed to properly diagnose your car’s problems. Nearly all cars built since the early ’80s have computer-controlled systems to increase engine efficiency, reduce emissions and aid in engine troubleshooting.
– Seek a repair facility with ASE-certified technicians. The ASE symbol is prominently displayed by repair facilities that employ these highly skilled auto care professionals.
– Ask whether the repair facility uses brand-name parts when repairing your vehicle. Brand name parts typically are engineered to original manufacturer’s quality or better and often carry warranties.
– Choose an auto-care center that offers a customer satisfaction policy. Such policies give you peace of mind, not to mention saving you money.
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For more information on car repair, visit NAPA’s Web site at www.napaonline.com. For the Top Ten Tips pamphlet, send your name and address to: NAPA Brochure, WestWayne Inc., 100 Peachtree St. N.E., Suite 1800, Atlanta, GA 30309.
