‘Good value’ is the main driver for workshop recommendations

New research from Castrol reveals that affordability and transparency are key to customer loyalty

‘Good value’ is the main driver for workshop recommendations

A recent nationwide survey commissioned by Castrol has found that ‘good value’ is the most significant factor influencing whether a car owner will recommend a vehicle workshop to others. Over half of the respondents identified it as the most important element.

The survey findings highlight the role recommendations play in customer loyalty and profitability. A notable 36% of car owners stated they would be willing to pay more for work carried out by a recommended workshop, suggesting that customers value quality and affordability equally.

According to the research, 53% of motorists are most likely to recommend a workshop that “is good value and does not appear to charge an excessive amount for the work carried out,” which indicates a desire for pricing transparency. This figure has increased from 45% in a similar study conducted in 2022.

The survey also revealed that ‘good value’ is a more influential factor than other considerations, such as “workshops explaining and seeking approval for any work that is required before being carried out” (46%) and a “convenient location” (36%). In addition, 28% of respondents would recommend a workshop that “doesn’t use jargon when explaining the work they have done, or want to do.”

“Our survey highlights how a strong customer focus can help drive business and retention, assuring workshops of repeat custom,” said Henning von Rheden, Brand & Comms Director, Europe at Castrol.

For information on joining the Castrol Service network, visit their website by clicking here.

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