Consumers prefer neighborhood shops.

Independent neighborhood automotive repair shops rated higher than other service outlets in five out of seven categories in a study commissioned by the Yellow Pages Publishers Association for the Automotive Service Association. They scored higher in the categories of honesty/integrity, pricing fairness, responsiveness, answer questions, and friendliness, receiving scores of 6.74, 6.47, 6.91, 6.81, and 7.24, respectively, on a scale of one to 10, with one being "very unfavorable" and 10 being "very favorable." They trailed in the categories of cleanliness/appearance and management.

The "Automotive Service Advertising & Perceptions Study" surveyed a random sample of consumers and asked them to rate their perceptions of independent neighborhood automotive repair shops, automotive service franchises, new car dealership services, automotive service centers at national retailers, and service stations.

When asked to give suggestions for improving the image of independent neighborhood repair shops, 13% of the consumers responded "better customer relations," while 12% said "trust/honesty"; 11% cited "cleaner shop/waiting area"; nine percent indicated "more advertising"; and eight percent wanted lower prices. Other suggestions receiving significant percentages were "update technology," "hire knowledgeable staff," "need better quality service," "better appointment scheduling," and "faster service."