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Automotive Repair Shop TrendsA report by Paramount Research, June 2019

Introduction

Research Objectives

Paramount Research was asked to conduct research about the trends impacting today’s Automotive Repair Shop Owners. To that end, an online survey was developed that included questions about the following topics:

PR

OFI

LE

Auto Shop Profile• Years of ownership• Annual sales volume• Technicians• Service bays

TEC

HN

ICIA

N

Technician Training & Certification• Training requirements• Requirements for

Certification• Training locations

BU

SIN

ESS

Auto Shop Business• Customer service

concerns• Recruiting and retaining

employees• Auto shop management

and investment plans

SOFT

WA

RE

Auto Shop Management Software• Current use• Satisfaction ratings• New feature requests

Automotive Repair Shop Trends

Automotive Repair Shop Trends Report Page 3

The results presented in this report are based on 249 responses to an online survey distributed to PTEN subscribers.

Cross Tabulation

In order to analyze the relationship between multiple variables, the following Cross Tabulations were created:

SALE

S

Annual Sales Volume• Small - <$200,000• Average - $200,000 to $999,999• Large - $1,000,000 or more

TEC

HN

ICIA

NS Number of Technicians

• Less than 4 technicians• 4 technicians or more

EXP

ERIE

NC

E Industry Experience• Less than 30 years of industry

experience• 30 years of industry experience or more

SER

VIC

E B

AY

S Number of Service Bays• Less than 4 service bays• 4 service bays or more


Data TablesCROSS TAB: Data segmented by years of industry experience.

STATISTICAL SIGNIFICANE: Blue indicates a significant difference between two groups.

SAMPLE SIZE: The number of respondents included in each group.


Respondent Profile

Job Title

Most respondents were Automotive Repair Shop Owners.

Seven in ten respondents (70%) were Automotive Repair Shop Owners.

More than one in ten indicated General Manager (12%) or Technician (11%).


Job Title(Base = 249 responses)

70%

12%

11%

2%

4%

Owner

General Manager

Technician

Service Writer

Other

Which one of the following best describes your job title?

Analyst Note

The remainder of this report is based on those respondents who indicated they were Automotive Repair Shop Owners (172). Complete results are included in the Appendix.


Industry Experience

These Automotive Repair Shop Owners are veterans of the industry.

Three in four respondents (75%) had 30 or more years of industry experience.

Another one in six (15%) indicated between 20 and 29 years.


Years of Industry Experience(Base = 174 responses)

3% 1%6%

15%

75%

<5 5-9 10-19 20-29 30+

How many years of experience do you have working in the industry?

< then 30 Years 30 Years or More

EXPERIENCE

Age

The majority of respondents are nearing retirement age.

Nearly half of the Auto Repair Shop Owners (49%) were 60 years of age or older.

Another one in three (34%) indicated between 50 and 59 years old.


Age(Base = 174 responses)

1% 3%

12%

34%

49%

<29 30-39 40-49 50-59 60+

Which of the following ranges include your age?

Years of Ownership

These respondents have extensive experience as Automotive Repair Shop Owners.

Four in ten respondents (40%) have owned an Automotive Repair Shop for 30 or more years.

Another one in four (26%) indicated between 20 and 29 years.


Years of Automotive Repair Shop Ownership

(Base = 175 responses)

For how many years have you owned your own auto repair business?

7%10%

17%

26%

40%

<5 5-9 10-19 20-29 30+

Auto Shop Profile

Type of Business

The typical respondent owns a General or Specialty Repair Shop.

More than seven in ten respondents (72%) own a General Repair Shop.

Two in ten (19%) indicated Specialty Repair Shop.

Collision Repair/Body Shop was the next most mentioned (6%).


Business Type(Base = 175 responses)

72%

19%

6%

1%

1%

1%

1%

General Repair Shop

Specialty Repair Shop

Collision Repair/BodyShop

Heavy Duty Trucking

Tire Dealership

Training Facility

Other

Which one of the following most closely describes your primary business?

Annual Sales Volume

All levels of annual sales volumes are reflected in these survey results.

The largest segment of respondents (21%) reported $1m or more in annual sales volume.

One in five indicated $100k to $199k or less than $100k (20% each).


What is the annual sales volume of your business?

< $100,000 20%

$100,000-$199,999 20%

$200,000-$499,999 17%

$500,000-$749,999 14%

$750,000-$999,999 10%

$1,000,000 + 21%

Small< $200k

SALES

Average$200 - $999k

Large$1m +

Annual Sales(Base = 173 responses)

2019 Sales Volume Projections


Do you expect that your 2019 sales volume will be…

Anticipated Y0Y Sales Volume


Unchanged

39%

Increase

49%

Decrease

11%

Shop owners anticipate that Year-Over-Year sales volume will increase or remain unchanged.

Approximately half of the respondents (49%) predict that 2019 sales volume will increase relative 2018 sales volume.

Another four in ten (39%) indicated they expect sales volume to remain unchanged from 2018.

Projections by Attribute


Do you expect that your 2019 sales volume will be…

% Who Expect Sales to Increase2019 sales estimates vary greatly when considering average annual sales, the number of Technicians and the number of service bays.

Those shops with annual sales of less than $200k were least likely to forecast increased sales in 2019.

Similarly, those with less than 4 Technicians and/or less than 4 service bays were also less inclined to expect increased sales volume in 2019.

35%52%

69%

<$200K $200-$999K $1M+

By Annual Sales

36%59%

<4 4 or More

By Number of Service Bays

41%68%

<4 4 or More

By Number of Technicians

Number of Technicians

On average, these Automotive Repair Shops employee more than 2 Technicians.

The largest segment of respondents (39%) employ 2-3 Technicians.

One in four (26%) indicated 4-6 Technicians.


Technicians(Base = 175 responses)

How many technicians are employed by your shop?

9%

22%

39%

26%

5%

None, justme

1 2-3 4-6 7+

Technicians Per Shop

2.8(Estimated Mean Excludes Owners)

Technicians Per Shop

2.8(Estimated Mean Excludes Owners)

Number of Service Bays

On average, these Automotive Repair Shops have more than 5 service bays.

More than four in ten respondents (44%) indicated that their Automotive Repair Shop has between 4 and 9 service bays.

Slightly less (43%) indicated between 1 and 3 service bays.


Service Bays(Base = 174 responses)

How many service bays do you have at your shop?

Service Bays Per Shop

5.1Estimated Mean

Service Bays Per Shop

5.1Estimated Mean

43%

44%

13%

1-3

4-9

10+

Owner Accomplishments

Having opened an Automotive Repair Shop that does good work and provides for their family was the most mentioned accomplishment.

Six in ten respondents (62%) indicated they have opened an auto repair shop that does good work and provides for their family.

Four in ten (38%) have built a sustainable business that they believe will continue when they are gone.


Thinking about your current role, which of the following have you done?

Created a job that keeps me active and pays the bills 29%

Opened an auto repair shop that does good work and provides for my family 62%

Built a sustainable business that will continue when I am gone 38%

Accomplishment(Base = 175 responses)

Customer Scenarios


Customer Scenario Frequency(Base = 164 responses)

How often do you run into the following scenarios with your customers?

1 2 3 4 5

Never Sometimes Always

A customer who has a negative perception about Auto Repair Shops 9% 23% 54% 10% 4% 68%

A customer does not come back more than once a year 19% 42% 31% 6% 2% 39%

I have trouble reaching a customer in a timely manner 29% 33% 32% 6% 1% 39%

A customer does not approve our recommendations 13% 51% 33% 2% 1% 36%

I have trouble building trust with a customer 48% 41% 8% 2% 0% 10%

Sometimes or More Often

Dealing with customers who have a negative perception about Auto Repair Shops were a common occurrence for these respondents.

Seven in ten respondents (68%) indicated they regularly experience (sometimes or more often) a customer with a negative perception about Auto Repair Shops.

Conversely, building trust was not an issue. Nearly half (48%) indicated they have never had this problem.

Customer Challenge Quotes


Which of these scenarios above is most challenging for your shop and how do you currently address that customer situation?

“Mistrust of the industry is our biggest problem. It makes what should be a simple transaction, work for both the customer and the service provider. We do our best to form relationships with the customer, listen to past horror stories, empathize, and try to explain the other side a bit. Too many people have a negative opinion of our business because of simple misunderstandings. After the customer has made the choice to come here, I try to uncover their hot button (calls too much/not enough, too many recommendations/not enough explanation) what have you.”

“People that have a negative perception towards shops in general are the biggest challenge as they have already been disappointed before, sometimes more than once. I take pride in turning these frowns upside down since I have the gift of "calling the baby ugly". We have a no lie, no cheat, no steal set of rules at our facility and I usually get to win these difficult clients very quickly. It only takes on try and they are hooked on our system once they give us that shot. The best part, they are the best referrals when it comes to word of mouth to others!”

“A customer who has a negative perception about Auto Repair Shops. I explain to them why they need a repair and show them how I came to the concern. I even let them watch me perform the work if they want.”

A customer who has a negative perception about Auto Repair Shops

“We try to be sure that we get a contact # where someone can be reached to approve repairs, but sometimes the actual contact is still a challenge.”

“Getting back to the customer in a timely manner is a huge issue as I can’t employ a secretary or service writer. We have implemented texting but are currently looking into other options to alleviate this problem.”

“A lot of customers are hard to reach. We get all the numbers we can. A few will answer a text. Just the way it is even though we say - will we able to reach you at this number?”

“Reaching a customer in a timely manner-texting has helped this but still an issue.”

“Trouble reaching customers for estimated approval. I just keep trying. People in the SF Bay Area are always busy.”

I have trouble reaching a customer in a timely manner

See appendix for a complete list of answers

Customer Challenge Quotes (cont.)



“Customer approval of recommended repairs. We offer payment plans and schedule work in stages to make it less sticker shock than one large bill.”

“Customer not approving our recommendations is usually addressed using a "your risk, your loss" approach. Customer is educated about the risks and if he chooses them, he knows that it is not our fault and learns from that controlled failure scenario by demonstration while reducing its impact where it counts.”

“Have the customer approve recommendations, they think with their wallets, short term not long term and usually our recommendations are for long term. They do not understand that going with the "more expensive repair" they will only have to worry for regular service and not something happening in between.”

“When a customer wants repairs done without proper diagnosis, and when you recommend doing a diagnosis, they tell me "the parts store told me that part will fix my car.” Makes it very hard to sell diagnostics.”

“Not approving recommendations is usually a result of not having money. Even with a six-month-same-as-cash program in place, those that need it most don't qualify.”

A customer does not approve our recommendations

“#2 because I am a woman. After they give me a chance and know I know what I am talking about and can answer 90% of their questions they are fine.”

“Building trust can be difficult. I do it by one on one conversations and demonstrating to them that we are looking out for their best interests.”

“Other repair shops not performing the repair properly and making it hard to gain the customers trust.”

I have trouble building trust with a customer

“A customer does not come back more than once a year. Seems they try different shops for each type of repair and then are let down. Loyalty will build two-way trust. I offer incentives to "see you again for...", but do not push the next service severely - that seems to be better than scheduling next visit at exit.”

“Customer visits per year are a potential gain, but limited on convenience.”

A customer does not come back more than once a year

Customer Challenges (cont.)



“Back log. We our most of the time 2 weeks out on getting to the next customer. I hire technicians not mechanic/part changers, technicians are hard to find which mechanics are not. I pay my technicians more than the dealerships and other shops to keep them which I’m fine with, but most that apply for a job can’t read a troubleshooting diagram.”

“Electric vehicles and high-end sedans. Electric because there is NO info on say, the Tesla, and high-end, because of the module programming involved after a repair. The problem isn't the hardware to perform the reprogram, it's the cost of the "subscription" from the OEM.”

“The theme of these questions seems to me about building a good relationship with your customers. Once that is done the above comes easy. This takes time but if you are fortunate enough to build your customer base by referrals from your existing great customers there is little challenge left.”

“The perception of a low labor rate vs quality repairs that get the job done. Customers more prone to go to the low labor rate shop and then expect some low-quality work, but this gets the repair completed at a lower cost.”

Other Challenges

Employees

Hiring Plans

More than half of the respondents plan to hire one or more employees over the next 12 months.

Half (49%) expect to add 1-3 new employees over the next 12 months.

Similarly, 49% indicated they had no hiring plans.


Hiring Plans – Next 12 Months(Base = 174 responses)

How many employees do you plan to hire over the next 12 months?

Plan to Hire

51%Next 12 Months

Plan to Hire

51%Next 12 Months

49% 49%

2%

None 1-3 4+

Hiring Plans by Attribute


How many employees do you plan to hire over the next 12 months?

% Who Expect to HireLarger shops are much more likely to have plans to hire an employee over the next 12 months.

Those shops with annual sales of $1M or more are significantly more likely to hire an employee over the next 12 months.

Similarly, those with 4 or more Technicians and/or 4 or more service bays are also more likely to have plans to hire.

29%58%

79%

<$200K $200-$999K $1M+

By Annual Sales

26%

65%

<4 4 or More

By Number of Service Bays

41%73%

<4 4 or More

By Number of Technicians

Position to Fill

Technician is the most commonly mentioned position to be filled over the next 12 months.

Seven in ten (67%) indicated plans to hire a Technician.

Another one in seven (15%) indicated Lead Technician.


Hiring Plans – Next 12 Months(Base = 82 responses)

If you plan to hire, which of the following job titles/roles will you look to fill?

67%

15%

4%

4%

4%

4%

2%

1%

Technician

Lead Technician

General Manager

Service Manager

Sales/Marketing

Administrative

Superintendent/Foreman

Other

Recruiting Source - Technicians

Word of mouth is the most commonly used recruiting method among respondents.

More than half (54%) indicated that word of mouth was their primary source for recruiting new Technicians.

Another one in seven indicated job recruiting website (14%) or internet advertising (13%).


Recruiting Source for Technicians(Base = 133 responses)

Which one of the following is your primary source for recruiting new technicians?

54%

14%

13%

11%

4%

5%

Word of Mouth

Job RecruitingWebsite

Internet Advertising

Tech School

Local NewspaperClassified Ad

Other

Formalized recruiting Process


If you have a formalized recruiting process, how would you describe it?

“Tech schools, internet, outside sources, word of mouth. Even went to shops for work to see techs, how they work, are they presentable, tools, etc.”

“Seek people I have either worked with in the industry, at motor-car dealers or word of mouth. Even went to shops for work to see techs, how they work, are they presentable, tools, etc.”

“They get interviewed at least 3 times by different persons in the organization and the last one, 3rd or 4th, he interviews with me where I will ask questions that are issues happening or have happened in vehicles to analyze his response, ask him is he minds working under a foreman that is younger and if he is willing to continue his education by taking courses and seminars on normally "off" days and then if he satisfies, he will get hired on a 'probationary' term for 3 months, if he can pass, he stays, if not, he's gone.”

“I sit on an advisory panel at a local tech school. We recruit young people with character & aptitude & work them through ourapprenticeship program.”

“Lots of applicants, few successes.”

“Advertise everywhere and pay well.”

“With the current tech shortage, all options are open to try....”

Description of Formalized Recruiting Process


Incentive Programs

Nearly half of the respondents (46%) use incentives for recruiting and/or retention.


If you use incentives, please describe the incentives you use to retain top talent and/or recruit new talent.

“Cash.”

“40-hour weeks, time off on holidays, no Saturday work, team concept is important, clean working conditions, up to date equipment, shop provides special tools and electrical equipment.”

“401, health insurance, no flat rate or weekends.”

“Continues training, top wage, offer health care, and grow with the company.”

“Dedicated Pay Plan/Parts Sales at Cost/Paid Vacations.”

“Excellent compensation package and a well-equipped shop.”

“Flexibility in having family time and a retirement plan.”

“Health benefits, every other year we take the entire shop to the SEMA show in Las Vegas all expenses paid.”

“Health insurance paid vacation tool bonus plenty of work.”

“Monthly bonuses.”

Incentives Used

Incentive Use

46%

Incentive Use

46%

“No weekends, top flag pay, A base with performance incentives.”

“Not follow the standard flat pay rate used per job since it affects the quality level and increases comebacks.on job training good pay for good work.”

“Paid training and certifications, shop availability for work on own vehicle, parts supplied at shop cost with the smallest mark up, bonuses based on performance, frequent reviews with pay raises based on performance.”

“Profit sharing, bonus, tool reimbursement, ability to earn more than two weeks of vacation.”

“They get commission based on production and sales, if we get a comeback, that is deducted from bonus.”

“We offer health insurance. Right now, we pay 100% but have had to pay only 50% when times are lean (2008-2018), I pay 7 holidays and give 40-80 hours vacation, pay for uniforms and the guys can use the shop if needed for personal and immediate family.”


Training/Certification Requirements

Most require formal training and ongoing certification every 1-3 years.

More than half (55%) require formal training every 1-3 years. Four in ten (43%) do not have a formal training requirement.

Similarly, ongoing certification is required every 1-3 years by nearly half (47%). Slightly less (43%) do not require ongoing certification.


Technician Certification & Training(Base = 142 responses)

How often do you require the technicians in your shop to participate in each of the following?

55%

4%

41%

47%

9%

43%

Every 1-3 years Every 4-5 years Do not require

Formal Training Ongoing Certification

Training/Certification ProgramsBelow are descriptions of the required Technician training and/or certification programs.


For each that you require, please describe your program.

“A/C recertification every 5yrs. Government training every year. Other training when money permits.”

“ASE & Massachusetts State Inspection recertification.”

“ASE certifications and taking at least three courses a year through ACDelco training.”

“ASE Master Certificate, Bosch training online WORLDPAC.”

“Formal training quarterly. I also provide daily training, the new and the old. Training is mandatory. I am the owner and train daily.”

“GM dealership has a base training standard for the store. Has to a minimum 100%. Every tech from oil change to GM World Class is involved in training. Minimum amount for the QS types but is encouraged to do all they can. With 19 techs, we have 6 world class level. Advisors, service manager, parts, office people have training to do.”

“I use training supplied by parts houses, motor age program, Babcock, ASE, and DELMAR CENGAGE AUTO TRAINING. Every day we have a 5min training meeting on all aspects of vehicles.”

“Monthly (ongoing) online web-based training. Once a year in classroom training.”

“Shop is affiliated to government's vocational institute and with equipment and lube suppliers so when they have a seminar, all my personnel attends, including myself.”

“We attended classes monthly and make sure techs are ASE certified.”

“We CONSTANTLY train and use all available avenues.”

“We require ongoing training through classes and seminars, publications and on-line. 40 hours per year.”


Technician Training Location

Most Technician training is completed at an offsite locations.

Eight in ten (80%) indicated that Technician training takes place at offsite locations.

Online was the next most mentioned location (38%).


Training Location(Base = 84 responses, multiple response)

Where does the Technician training typically take place?

80%

38%

32%

Offsite Location

Online

At the Shop

Training Location by Sales

Automotive Repair Shops with annual sales volume of less than $200K were most likely to use onsite training options.


Training LocationBy Annual Sales Volume

Where does the technician training typically take place?

64%

36%

52%

89%

26%

23%

86%

59%

23%

Offsite Location

Online

At the Shop

<$200K $200K-$999K $1M+

Shop Management

Training InterestRespondents were most interested in the following types of training (helpfulness rating of 53% each):

Improving customer service communication Establishing effective labor rates Generating repeat business


How helpful would each of the following types of training be to you auto repair business?

Customer Service Communication 53%

Establishing Effective Labor Rates 53%

Generating Repeat Business 53%

Shop Time Management 50%

Team Building 44%

Greater Internal Communications and Efficiencies 40%

Recruitment and Retention 39%

Strategies to Increase AROs and Car Count 37%

Shop Management Systems 36%

Digital Vehicle Inspections 33%

Top Two – Helpfulness RatingThose who indicated a 4 or 5 on a 5-point scale


Training Interest by SalesInterest in training varied significantly by sales volume. For most topics, the level of interest increased with sales volume.


How helpful would each of the following types of training be to you auto repair business?

Top Two – Helpfulness RatingBy Sales Volume

Investment <$200K$200K-$999K $1+

Shop Management Systems 27% 44% 38%Customer Service Communication 52% 52% 57%Digital Vehicle Inspections 27% 36% 37%Establishing Effective Labor Rates 49% 57% 53%Generating Repeat Business 53% 52% 57%Greater Internal Communications and Efficiencies 31% 42% 53%Recruitment and Retention 26% 42% 57%Shop Time Management 44% 52% 57%Strategies to increase AROs and Car Count 28% 39% 50%Team Building 34% 41% 67%

Key Differences

Investment Plans

Diagnostic Tools, Equipment and Training are the most likely near-term investments.

More than seven in ten respondents plan to invest in Diagnostic Tools and Equipment (78%) and/or Training (71%) during the next 12 months.

Digital Inspection Tools (59%) and Shop Management Software (57%) are the most likely long-term investments (within the next 5 years).


Planned Investments(Base = 142 responses)

Which of the following do you plan to invest in A) during the next 12 months, and B) within the next 5 years?

Investment12

Months 5 YearsDiagnostic Tools and Equipment 78% 37%Training 71% 34%Recruiting/Retaining Technicians 41% 51%Digital Inspection Tools 38% 59%Marketing and Customer Communication Tools 35% 47%Shop Management Software 24% 57%Customer Retention Software 22% 49%

Shop Management Software

Mitchell1/ShopKey was the most frequently used Shop Management Software.

One in three respondents (32%) indicated that they use Mitchell1/ShopKey.

Two in ten (19%) do not use any shop management software.

Three in ten (29%) selected other and wrote in a different product name.


Shop Management Software Usage(Base = 133 responses, multiple response)

Which Shop Management Software are you currently using?

32%

20%

9%

3%

2%

1%

1%

19%

29%

Mitchell1/ShopKey

ALLDATA

NAPA TRACS

RO Writer

MaxxTraxx

ASA TireMaster

Shop Controller

None

Other

Other Shop Management Software

Among those who indicated they use ‘Other’ Shop Management Software, here is the list of their responses:


Which ‘Other’ Shop Management Software are you currently using?

Activant Service Writer Audatex Auto Shop Controller AutoMagic AutoTracker (2 mentions) CCC (3 mentions) Computer Fleet Analysis Dealertrack, Axcessa, Inspect Digital Wrench Direct Hit (2 mentions) DST Navex Epicor Epicor Garage Keeper by Computer Assistance Genisis4 Service 2000 I have developed my own based on Microsoft Office Identifix (4 mentions) ISTA D/P Autologic, Pico Motologic my dad had built his own systems 50 years ago Pace Yes software

Paradox Peachtree Protractor Quickbooks (4 mentions) Realtime (2 mentions) Reynolds & Reynolds RTA Self-designed excel based program Senior Service Manager Shop controller ShopPro by Advantage Systems Socio's own filing system Star manager Take Charge Tekmeteric TransitTrack Vibe - required by franchise no choice Winworks Winworks Autoshop, Identifix Winworks, Identifix

Software Dissatisfaction

Below are some descriptions of user frustrations related to their current Shop Management Software.


Please describe any aspects of your current Shop Management Software for which you are not satisfied?

“Can be cumbersome and hard to quickly locate the exact procedure needed at the moment. Also, never seem to have any exploded views of parts or vehicle sections to help identify the actual parts in question.”

“Can’t save pictures and diag. info in system.”

“Factory Information.”

“Having the ability to process national accts on our system. and having more tire suppliers integrate their inventory with our system.”

“Large differences in labor times between programs.”

“Mitchell RO. onscreen info can get confusing and jumbled.”

“Not able to email customers from program.”

“Seems to be a lot of wasted steps to get recommendations saved to RO.”

“Very satisfied with QUICKBOOKS, becoming less satisfied with ALLDATA.”


Software Feature Additions

Below are some Shop Management Software feature requests.


What new features would you like to see added to Shop Management Software?

“Ability to look up customers by tag number.”

“Better integration with CRM.”

“Cost of continuous subscription ridiculous. By the time I pay all the software geeks money, update scanners, quick books, Alldata, pay for internet etc., there is nothing left. Software geeks make 6 figures. mechanics don’t make shit in comparison and work 10times harder.”

“Diagrams!!!”

“DVIs and CRM should be highly intertwined. Better methods of showing a SA the value/ history of a customer upfront. I need a more robust inventory system and would like to sell parts online.”

“Ease of use, fast, inventories, margins, easy product coding, intelligent explaining of work done, there's more. If it takes more than a minute to write a work order your wasting time.”

“I’d like to see more customizing in QUICKBOOKS; I’d like to see more detailed repair info in ALLDATA.”

“More comprehensive explanation of mileage interval maintenance.”

“Process national accts and integration with tire suppliers.”

“Texting to customers.”

“Uber Lyft and keep track who needs rides later in the day and morning. Better catalog integration. Get all the vendors we use and order parts on brand and cheapest.”

“We are working on this all the time, but I will not run my shop from a phone.”


Most Pressing Owner Issues

Below are some of the most pressing issues respondents face as Auto Repair Business Owners.


What is the most pressing issue you face as an auto repair business owner?

“Access to OEM data and diagnostics to interrogate car systems fully Inc electric.”

“Competing against cheap shade tree mechanics that charge peanuts for jobs that in a shop, would cost at least 5x more.”

“Cost of equipment, and utilities.”

“Dealerships and franchises that offer FREE services.”

“Educating customers about new technology and its' requirements for service and repair.”

“Employee acquisition/retention and customer education.”

“Ever-increasing expenses.”

“Finding an affordable way to advertise my business that works.”

“Finding and keeping good, reliable technicians.”

“Finding qualified techs.”

“Finding SKILLED techs with a proper attitude.”

“Finding/hiring qualified or promising technical and customer service personnel.”

“Getting and retaining the best customers.”

“Getting educated people from our schools. Putting our future techs into automotive in high school, and it better be hands on. word it the way you want, but we need schools ran by people who have worked in the industry and pay them properly.”

“Hard to find qualified techs & getting harder. It seems that blue collar workers w/ technical skills are losing respect & desirability for that kind of career.”

“Keeping costs down and offering our customers the best possible prices on parts and services.”

“Not being able to leave the shop when I need to. I have to close down to have a day off.”


Retirement Timeline

Respondent retirement plans are varied.

Three in ten respondents (30%) indicated they plan to retire within 5 years.

One in four indicated they have no plans to retire or that it will be 10 years or more from now (24% each).


Expected Retirement Plans(Base = 132 responses)

When do you plan to retire?

30%

22%

24%

24%

Within 5 years

6-9 years

10 years or more

No plans to retire

Post Retirement Shop Plans

After retiring, the majority of respondents plan to sell their Automotive Repair Shop.

More than half of the respondents (52%) indicated they plan to sell their business when they retire.

One in four (26%) plan to pass their business on to a family member.


Expected Retirement Plans(Base = 132 responses)

What plans do you have for your auto repair shop when you retire?

52%

26%

17%

5%

Sell the business

Pass the business onto a family member

Close the business

Other

Appendix A

Write-In Answers

Q1. Which one of the following best describes your job title? Automotive Educator (2) Consultant Fleet Manager (2) Instructor (4)

Q5. Which one of the following most closely describes your primary business?

Advising to truck dealers training and consulting

Q12. Which of those scenarios above is most challenging for your shop and how do you currently address that customer situation? Customer has a negative perception

Customer that has a negative perception! And I address that situation by guaranteeing my diagnostic ability and having the car fixed right the first time or your money back

Customer who has a negative perception about Auto Repair Shops. I attend showing all steps of the repair process.

the most challenging thing is dealing with customers perception of the automotive repair industry. It takes time and patience to build trust

A customer who has a negative perception about Auto Repair Shops. I explain to them why they need a repair and show them how I came to the concern. I even let them watch me perform the work if they want.

a customer with a NEGATIVE perception of the auto repair business, it is out there a lot in my state of NJ. the way we address it is just by performing GREAT work with NO bounce backs & doing it at Very Fair Costs.

Customer perception of auto repair shops. We always do a top-quality job at a fair price and avoid up selling.

Customer w/negative attitude, I just keep trying to explain the proper way to do the job

Customers coming from dealers or other shops have had negative experiences so we change that and show them how it should be done with quality parts and honesty.

Customers perception and being upfront and honest works.

I would perception - we keep our facility extremely clean and professional and update. Spend on marketing

Mistrust of the industry as a whole is, I feel all of our biggest problem it makes what should be a fairly simple transaction work for both the customer and the service provider. We do our best to form relationships with the customer, listen to past horror stories, empathize, and try to explain the other side a bit. Too many people have a negative opinion of our business because of simple misunderstandings. After the customer has made the choice to come here, I try to uncover their hot button (calls too much/not enough, too many recommendations/not enough explanation) what have you.

Negative perception is impossible to rectify as they walk away and don't come back

negative perception of auto shops we show them we can be trusted by far prices and good work

Negative perception of the auto repair industry, and for good reason in my opinion. Too many shops out there ripping people off.

Negative perception. We are working at building transparency & long-term relationships. Being brutally honest even at our own expense sometimes.

negative perception--it's all about communication Negative perceptions/Explain how I do business as in honest &

fair. Also, that they will always get a call if the repairs needed are more than expected or more expensive.

People that have a negative perception towards shops in general are the biggest challenge as they have already been disappointed before, sometimes more than once. I take pride in turning these frowns upside down since I have the gift of "calling the baby ugly". We have a no lie, no cheat, no steal set of rules at our facility and I usually get to win these difficult clients very quickly. It only takes on try and they are hooked on our system once they give us that shot. The best part, they are the best referrals when it comes to word of mouth to others!

Perception, I try and change their mindset with direct conversation and examples

Repair shops that are in to make as much money as possible. Unfortunately, the consumers have this perception that the

automotive business is out to take advantage of them, so we

spend time with them to try and educate them about the training involved and the technology of modern vehicles. Our industry needs to work at cleaning up our reputation, and communicate with the consumer more

Trouble reaching the customer

"We have trouble reaching a customer in a timely manner" -- we keep trying

Everyone has a cell phone but there is no cell phone directory A lot of customers are hard to reach. We get all the numbers we

can. A few will answer a text. Just the way it is even though we say - will we able to reach you at this number?

Contacting owner Getting back to the customer in a timely manner is a huge issue

as I can’t employ a secretary or service writer. We have implemented texting but are currently looking into other options to alleviate this problem

Having trouble reaching a customer in a timely manner is the hardest and I address this by often trying numerous phone calls and leaving messages to return calls.

need timely approvals from customers. We are using text messaging

Reaching a customer in a timely manner I have customers preauthorize repair amounts

Reaching a customer in a timely manner and getting a quicker response from the customer. Currently addressing the issue by telling them that YouTube is not a true gauge of how to repair their vehicle.

Reaching a customer in a timely manner, we keep calling, but I am working on it.

Reaching a customer in a timely manner. We always verify phone numbers and ask for additional phone numbers of anyone else who can approve work.

Reaching a customer in a timely manner. We provide them with a loaner vehicle to use.

Reaching a customer in a timely manner-texting has helped this but still an issue

Reaching a customer increase texting reaching a customer, trying to make more time to contact

customer

Reaching a customer. We often reschedule reaching customer in timely manner Reaching customers in a timely manner REACHING CUSTOMERS IN A TIMELY MANNER Reaching the customer is easier if you have multiple contact

information Trouble reaching customer. Ask for multi contact information Trouble reaching customer. Try to get cell phone and email

address Trouble reaching customers for estimated approval. I just keep

trying. People in the SF Bay Area are always busy. Trouble reaching customers, texting seems to help Trouble reaching out. Some never get a hold of you until its too

late! We try to be sure that we get a contact # where someone can

be reached to approve repairs, but sometimes the actual contact is still a challenge.

Customer does not approve recommendations

Customer approval of recommended repairs. We offer payment plans and schedule work in stages to make it less sticker shock than one large bill.

Customer does not approve of recommendations. We try to educate customer on the type of repair being performed and why it is needed.

Customer doesn't approve recommendations. Explain why they are needed

Customer not approving our recommendations is usually addressed using a "your risk, your loss" approach. Customer is educated about the risks and if he chooses them, he knows that it is not our fault and learns from that controlled failure scenario by demonstration while reducing its impact where it counts.

Customer not approving recommendations. Basically, it’s all about educating the customer on why repairs are needed and what the component does. Customer just want to know

Customers not approving our recommendations. We try to give them all the options we have for pricing and availability and have even recommended other shops in the area that we trust that may be able to give a second opinion.

Customers seem to not want to do what we recommend because online they found a different answer that they prefer. Best thing to do is let them go do their own thing.

fixing recommendations Getting customers to bite on repairs consistently Have the customer approve recommendations, they think with

their wallets, short term not long term and usually our recommendations are for long term. They do not understand that going with the "more expensive repair" they will only have to worry for regular service and not something happening in between

Having recommendations approved. Service Writer training is helping with that situation.

if a customer has a set idea for a project and trying to discuss and show them a better way which usually is more cost effective and durable

If a customer won’t take our recommendations, then we will explain to them the possible consequences.

Not approving recommendations is usually a result of not having money. Even with a six-month-same-as-cash program in place, those that need it most don't qualify.

Speaking in terms that the customer understands the need for work that is required, in order to have their car and 100% working order. We attempt to overcome this by telling them the downside of what could happen if this work is not completed.

When a customer doesn't approve our recommendations, I feel like they either can't afford it or don't trust us.

When a customer wants repairs done without proper diagnosis, and when you recommend doing a diagnosis, they tell me "the parts store told me that part will fix my car.” Makes it very hard to sell diagnostics.

Trouble building trust with a customer

#2 because I am a woman. After they give me a chance and know I know what I am talking about and can answer 90% of their questions they are fine

Gaining customer trust Building trust can be difficult. I do it by one on one

conversations and demonstrating to them that we are looking out for their best interests

Building trust. Seek to communicate a friendly attitude which cares about them.

new customers coming for the first time have had issues with other repair shops and I must work to gain their trust

number 1 earn trust with the customers Other repair shops not performing the repair properly and

making it hard to gain the customers trust sometimes not reaching a customer in a timely manner to gain

approval. we just move on to other work. Customer does not come back more than once a year

1 a year -sending reminders A customer does not come back more than once a year. Seems

they try different shops for each type of repair and then are let down. Loyalty will build two-way trust. I offer incentives to "see you again for...", but do not push the next service severely - that seems to be better than scheduling next visit at exit.

Coming back once a year... Sometimes they don't need service more than once a year.

Customer only comes by once a year Customer visits per year are a potential gain, but limited on

convenience Having customers returning more than once a year. Not enough repeat business. Periodic visits

Other

Not enough time to work on their car Attaining new techs. We are trying to reach out to trade

schools, Facebook ads, Craig’s list etc. Back log. We our most of the time 2 weeks out on getting to

the next customer. I hire technicians not mechanic/part changers, technicians are hard to find which mechanics are not. I pay my technicians more than the dealerships and other shops to keep them which I’m fine with, but most that apply for a job can’t read a troubleshooting diagram.

being a liaison between ruthless insurance companies and the paying customer. we really can’t do anything but bend over.

Being able to meet a customer's timetable of right now.

continued training of the customer in a proper manner. We text, call, fax, you name we do it.

Customer waits till service is past due and adds extra time and cost

Customers think we are high priced. We have to educate them on value of timely service

Electric vehicles and high-end sedans. Electric because there is NO info on say, the Tesla, and high-end, because of the module programming involved after a repair. The problem isn't the hardware to perform the reprogram, it's the cost of the "subscription" from the OEM.

have a new office manager human nature is most people are degrees of simple x dreamers.

they want 1950s prices and solutions, I-e, dreamland. It is essential that the customer understands that vehicles need

service Keeping customers coming back after the warranty period. Lots of training Making customer understand that I know more about their

vehicle than they do. If customer is to stubborn, I refuse the job making sure they return on time. Most that come to us are referred from other shops or by our

customers. Newer Vehicles which are not in the scan tools None! Most of customers have already wondered around town

and haven’t found issue when they come into shop its because they are ready to address problem any suggestions time will be of no problem.

only 2 Bays. always Booked at Least 2 Weeks ahead. Getting ok for service & Getting Parts in Timely manner always a Problem.

People need emergency repairs. I advise them to explain problem. If need be have it brought in for an evaluation.

the factory's oil services have gone up and up and the maintenance intervals are farther apart. we have fewer opportunities to see our customer base

The perception of a low labor rate vs quality repairs that get the job done. Customers more prone to go to the low labor rate shop and then expect some low-quality work, but this gets the repair completed at a lower cost.

The theme of these questions seems to me about building a good relationship with your customers. Once that is done the above comes easy. This takes time but if you are fortunate enough to build your customer base by referrals from your existing great customers there is little challenge left.

treat the customer with kindness at all cost Try to explain the best way you can to accommodate customer Trying to do more with less help. We are a government agency Trying to show the customer, I don't own a machine that tells

you what is wrong with their car. I can't get them to understand I don't own a machine that tells them what's wrong with their car.

We always try to introduce them to our discounted servicing packages, to try and appease their outward view and possibly retain future business.

We do not have big issues and the very little issues are corrected

We have a great relationship with our customers and a turnaround of about every 3 months.

We text, send e-mail, call, but first and foremost we educate our customers to be available, or have them call us at a certain time that's good for them. Customers are always asked to be our customer, and they are promised by myself that they will make the best decision of their lives to use us for everything. We back that up, I never have a customer problem.

Q14. If you plan to hire, which of the following job titles/roles will you look to fill?

Apprentice GST Trainer

Q15. Which one of the following is your primary source for recruiting new technicians?

Have not had much luck No primary source They come to the shop looking for a job younger generation are lazy !!!!!!

Q16. If you have a formalized recruiting process, how would you describe it?

Advertise everywhere and pay well. Also, ASE CERTIFIED Average hard to get qualified techs to apply. Constantly recruiting cumbersome Difficult! Do not have one Everyone starts by pushing a broom. Find best technicians by talking to other mechanics in area and

weighing their abilities Hit and miss :( I sit on an advisory panel at a local tech school. We recruit

young people with character & aptitude & work them through our apprenticeship program.

I use my website, recruiting service, tech schools, and word of mouth.

It changes by job need. Judicious use of money Keep looking! Lots of applicants, few successes not so good Pretty smooth! seek people I have either worked with in the industry, at motor-

car dealers or word of mouth Tech schools, internet, outside sources, word of mouth. Even

went to shops for work to see techs, how they work, are they presentable, tools, etc.

They get interviewed at least 3 times by different persons in the organization and the last one, 3rd or 4th, he interviews with me where I will ask questions that are issues happening or have happened in vehicles to analyze his response, ask him is he minds working under a foreman that is younger and if he is willing to continue his education by taking courses and seminars on normally "off" days and then if he satisfies, he will get hired on a 'probationary' term for 3 months, if he can pass, he stays, if not, he's gone

We don’t. We have tried everything. No one wants to move to a small town after spending thousands of dollars at school. We

have high housing costs; it rains all the time and it’s a mountain crossing to get to any big city. It takes extra time for parts as we live so far out and it’s frustrating to employees

With the current tech shortage, all options are open to try.... Work with schools

Q18. If yes, please describe the incentives you use to retain top talent and/or recruit new talent.

Cash up pay for performance 40-hour weeks, time off on holidays, no Saturday work, team

concept is important, clean working conditions, up to date equipment, shop provides special tools and electrical equipment

401, health insurance, no flat rate or weekends 401k after 6 months and full benefits, i.e. health care An excellent benefit package. attitude-good pay benefits and excellent vacation policy Benefits, incl insurance uniforms, paid vacation, paid days off Benefits Better paying for improvement skill bonus Bonus Bonus for monthly flagged hour goal. Bonus to hourly wage based on labor production Bonuses Bonuses Bonuses and tool allowances. Commission Cash Comp time for no returns on repairs Continues training, top wage, offer health care, and grow with

the company. Dedicated Pay Plan/Parts Sales at Cost/Paid Vacations Excellent compensation package and a well-equipped shop. Flexibility in having family time and a retirement plan. friendly work environment, salary pay Gift cards Good pay, relaxed work environment. good pay, vacation time & medical/dental

health benefits, 401k, good amt of time off Health benefits, every other year we take the entire shop to the

SEMA show in Las Vegas all expenses paid, Monetary bonuses Health insurance paid vacation tool bonus plenty of work Health insurance, 401K, Life Insurance, Bonuses, etc... health insurance, hi base pay with incentive pay health insurance; weekends off Hourly pay and bonuses. Hours, monthly bonus, medical, Medical, vacation and bonus money, health insurance support, and a conscientious ability to

make profitable decisions Monthly bonuses more pay & vacation time No weekends, top flag pay, A base with performance incentives. Not follow the standard flat pay rate used per job since it

affects the quality level and increases comebacks. on job training good pay for good work Paid time off, incentives for time saved Paid training and certifications, shop availability for work on own

vehicle, parts supplied at shop cost with the smallest mark up, bonuses based on performance, frequent reviews with pay raises based on performance.

Pay accordingly pay and time off Pay them well and have a place they enjoy coming to work. percentage of completed work percentage of gross sales as bonus production pay plan productivity bonus Profit participation Profit sharing, bonus, tool reimbursement, ability to earn more

than two weeks of vacation. Profit sharing, tuition reimbursement, etc. raises and getting the right tools for the job Sign on bonus sign on bonus and salary position signing bonus Signing bonus Simple IRA, latest diagnostic tools

take good care of them, gift cards lunches, parties they get commission based on production and sales, if we get a

comeback, that is deducted from bonus They get numerous perks. Tool fund, paid vacations and flexible scheduling Top pay nice work facility Use of the shop after hours, daily lunches, positive environment

in the shop we are the highest wage in the county, to no avail We offer health insurance. Right now, we pay 100% but have

had to pay only 50% when times lean 2008-2018 I pay 7 holidays and give 40-80 hours vacation, pay for uniforms and the guys can use the shop if needed for personal and immediate family.

We offer training, 401k, vacation with pay, and medical We try to get very close to dealership pay scale which is a

challenge for independents Q21. For each that you require, please describe your program.

A/C recertification every 5yrs. Government training every year. Other training when money permits

Actual training is 40 Hours per Quarter, required, we pay for all Training, we pay for Testing for Certification

ASE ASE & Massachusetts State Inspection recertification Ase certifications and taking at least three courses a year

through ACDelco training. ASE Master Certificate, Bosch training online WORLDPAC ATRA seminars and webinars yearly Bosch, AVI videos, Worldpac training Enroll them in courses as they come available Formal training quarterly. I also provide daily training, the new

and the old. Training is mandatory. I am the owner and train daily.

Formal training through trade organizations, certification is the same.

GM dealership has a base training standard for the store. Has to a minimum 100%. Every tech from oil change to GM World Class is involved in training. Minimum amount for the QS types but is encouraged to do all they can. With 19 techs, we have 6

world class level. Advisors, service manager, parts, office people have training to do.

I use training supplied by parts houses, motor age program, Babcock, ASE, AND DELMAR CENGAGE AUTO TRAINING. Each and every day we have a 5min to training meeting on all aspects of vehicles.

ICAR I-car & manufacture classes If you don't want to stay up to date with technology move on I

don't need you. Inspection license IT'S CONSTANT TRAINING. Jobber training ASE Certification Just keep up to date with Certifications and to continue to go to

and participate in training sessions offered periodically online and in formal classrooms

Keeping and expanding certifications (they are also required in our state).

Major company sponsored training sessions--which include information on current vehicle problems and repairs

Manufacturer Specific Training Monthly (ongoing) online web based training. Once a year in

classroom training. Mostly online with some in-class training. mostly younger techs do ASE, older techs just new technology, I

have been in business 39 years, never been ASE certified, only 2-3 ever asked about ASE.

NAPA auto parts puts on training programs every quarter. that precision auto repair pays for. For every ASE certification is an increase in pay

no comments Online training programs outside independent training Require by dealership franchise Scanner updates Shop is affiliated to government's vocational institute and with

equipment and lube suppliers so when they have a seminar, all my personnel attends, including myself

tech training for paint line, online vids

Technician must continue their education. We cover costs. They need to do a min of 10 hours a year

Techs are required to attend a minimum of 40hrs yearly for training and maintain their ASE certs

Techs are required to increase their knowledge basis for the growth of the company

there's a variety of programs available. we take advantage of most.

They pass a course; we reimburse the cost. This depends on what needs to be accomplished. I like

management by objectives Today, I would say dealer/factory training, =

brand/specialization, or forget it. We are as a private/general repair industry, going down the tubes, with a very few exceptions. (this subject is so big)

Training is supplied by our facility weather it is at our location through video or instructor in person and also, we pay for our techs to attend classes or seminars, plus pay for any certification tests when available.

Use various programs offered locally and at state level. Also use online tools.

Using online training and various training opportunities that are available locally.

We take classes several times a year, do online training We attended classes monthly and make sure techs are ASE

certified. we CONSTANTLY train and use all available avenues we go to at least 3 seminars a year, company paid We go to each and every class we're offered that has value. ASE

certification is strongly encouraged and paid for. We require ongoing training through classes and seminars,

publications and on-line. 40 hours per year. We require that our technicians & service advisors alike never

quit going to class. I would say we require formal training multiple times per year.

We use the training offered by the different vendors and companies we deal with

Where I work, every season there is training that takes place. Q22. Where does the technician training typically take place?

Daily in store training. Daily in store training. And motor age, along with ASSE training O’reiley training Parts run or state run

Q23. How helpful would each of the following types of training be to your auto repair business? Please use the space below to expand upon any of your answers

All types of training are very helpful, but, depends on where you are and your clientele what you need.

I believe it’s important for ALL to work for the good of the business as ALL benefit

I have no trouble retaining customers due to honesty and good work, I don’t need negativity.

Learn or die is our motto. not applicable for a shop this small Not helpful Small town local family owned and well established. I don’t need

some punk to get paid to tell me how to do things teamwork and knowledge is very helpful This is done daily also, believe it or not We are part of an organization that supplies these things. We don't participate in management training We need to be able to send recommendations longer than 180

letters long. and be able to email them Right now I do not know a company that can send any recommendations longer than 200 letters and numbers long.

Q24. Which of the following do you plan to invest in A) during the next 12 months, and B) within the next 5 years?

In the future none, cannot afford any not applicable planning on retirement

Q25. Which Shop Management Software are you currently using?

ACTIVANT SERVICE WRITER Audatex Auto Shop Controller

AutoMagic AutoTracker AutoTracker CCC CCC CCC Computer Fleet Analysis Dealertrack, Axcessa, Inspect Digital Wrench Direct Hit Direct Hit DST Navex Epicor Epicor Garage Keeper by Computer Assistance Genisis4 Service 2000 I have developed my own based on Microsoft Office Identifix Identifix Identifix Identifix ISTA D/P Autologic, Pico Motologic my dad had built his own systems 50 years ago Pace Yes software Paradox Peachtree Protractor Quickbooks Quickbooks Quickbooks Quickbooks real time Realtime labor expert Reynolds & Reynolds RTA self-designed excel based program Senior Service Manager Shop controller ShopPro by Advantage Systems

Socio's own filing system Star manager Take Charge Tekmeteric TransitTrack Vibe again required by franchise no choice Winworks Winworks Autoshop, Identifix Winworks, Identifix

Q26. Please describe any aspects of your current shop management software for which you are not satisfied.

Auto fill Be able to send 3-6 recommendations that our digital

inspections put on our invoices. Loaner car software. Something like shop 4d that really works

Can be cumbersome and hard to quickly locate the exact procedure needed at the moment. Also, never seem to have any exploded views of parts or vehicle sections to help identify the actual parts in question.

Can’t save pictures and diag. info in system Dependability does good as is Does not include HD truck EACH ONE HAS A FEW SHORTCOMINGS ease of use Ease of use, and fast. Factory Information have no detail fix Having the ability to process national accts on our system. and

having more tire suppliers integrate their inventory with our system

I add programs as needed I really can't think of anything we do not like about it. It is very

new to us and the guys that had used it before highly recommended it.

integration with parts suppliers & labor manuals Issues when installing updates It runs in DOS and there is no easy conversion to Windows. JUST CHANGED OVER FROM WINWORKS TO TEKMETRIC

Large differences in labor times between programs. Mitchell RO. onscreen info can get confusing and jumbled. Mitchell1 has a well-developed feature list, but most of those

features have been well developed. Getting everything that I want means dealing with additional companies, hoping that everything integrates correctly and with longevity.

Newest vehicles Not able to email customers from program Price Seems to be a lot of wasted steps to get recommendations

saved to RO. Seems to work well for RO. setting up product codes for parts and services. Some aspects are too complicated sometimes lacks information Support and it is over 20 years old The ones I have tried, all ask the same one too many times THE SOFTWARE CAN BE SLOW AT TIMES. To many steps to accomplish 1 item Very glitch filled. Very satisfied with QUICKBOOKS, becoming less satisfied with

ALLDATA Windows functionality Would like it to be easier

Q27. What new features would you like to see added to Shop Management Software?

Ability to look up customers by tag number. Auto fill Better integration with CRM. Better maintenance reports. Better reports BOT has taken care of most of them. Cost of continuous subscription ridiculous. By the time I pay all

the software geeks money, update scanners, quick books, Alldata, pay for internet etc., there is nothing left. Software geeks make 6 figures. mechanics don’t make shit in comparison and work 10 times harder.

Diagrams!!! doing fine as is

don't know DVIs and CRM should be highly intertwined. Better methods of

showing a SA the value/ history of a customer upfront. I need a more robust inventory system and would like to sell parts online.

Ease of use, fast, inventories, margins, easy product coding, intelligent explaining of work done, there's more. If it takes more than a minute to write a work order your wasting time.

Estimating more easily- employee tracking on the go. fix procedure Hands free PCs I’d like to see more customizing in QUICKBOOKS; I’d like to see

more detailed repair info in ALLDATA more comprehensive explanation of mileage interval

maintenance need to work on tax programs Procedures for Specific item Being Repaired. process national accts and integration with tire suppliers. quicker lookup Smoother transition when installing updates Stop piecemeal charging Streamlined and simpler texting Texting to customers time saving integration Uber Lyft and keep track who needs rides later in the day and

morning. Better catalog integration. Get all the vendors we use and order parts on bran and cheapest

we are working on this all the time, but I will not run my shop from a phone.

Where it will track every dollar Q28. What are your growth plans for your auto repair business?

1 more Tech and a service writer 10% ANNUALLY 10% increase in GP 10% increase per year 10-20% NEW customer volume over the next 12 months. 15% 15%

15% YOY growth in sales and net profit. 15%annual growth 20% increase yearly 25% growth 3-5 % above inflation annually 5% per year 5% per year 50% 5-9 % per year 7% per year A small core of repeat customers. Add more bays Add more bays and increase ARO. adding an experienced service writer/manager as much as i can handle At least a 5% growth would give an extra for maybe another

technician or lift Better advertising (website, better search engines, etc.) Build a good reputation Build it up and sell, time to go fishing By staying on top of things Cash Flow! Continue to develop customer retention. Continued growth, but 5-year exit plan is already in the works Customer satisfaction Double income in next two years Draw in more customers expand the shop so i have a clean room for assembly and a

chassis and engine dyno room Expansion fix up the property find a solution to the slower winter months Get a bigger shop get more business service accounts Grow as we go Grow by 7-10% every year I want to slow down. I will wait for definition of the economic situation of the country I would like to find a younger technician with good experience

that I could really trust to help me in the business. I would like

to be able to maintain and come from the shop even as I grow too old to do the work myself.

I'm retiring this year. Increase revenue by adding technicians increase sales 5-10% Increase service and tires each year. This can be done by

treating customers the way you should be treating your family, always.

Increasing car count just pay off two new buildings Just to keep pace as we have previously done. keep expanding hire more employees keep going as is--with slow growth Larger customer base. lean more Maintain a steady business. Maintain at least 10% growth per year maintain current customers. I deal with a lot of senior and

retired customers on fixed income. Moderate More bays and shop floor space to hire more technicians and

increase production. Continue the great reputation and quality we currently provide our customers.

more equipment & repair bays More Tire Sales, if you have a shop, you better sell quality parts

and tires. Tires and Service go together, striving to do everything a customer needs. do that and you will always be busy.

Our goal is to double business every five years continuously. Profit growth Quality work ready to retire retiring in under 3 Years. Selling Business if Possible. sell slow and steady not TOO fast SLOW BUT SURE Slow consistent growth So much in our area depends on the farmer--this year farmers

have not gotten into the field due to the amount of rains and water

steady increase of profit Steady sales growth year over year. the budget To be everyone's one-stop-shop where NOTHING needs to

return to the dealer except RECALLS. To bring in more Business To build a strong business that is set on helping the community To continue to find new customers and have repeat customers. To grow it and sell it within the next 10 years. To increase RO's. To leave an established, turnkey, profitable business for years to

come for my family. To maintain steady growth. To be able to remove myself from

day to day operations and work on my business not in it. Took on full time job so now it's just to continue to maintain and

grow my parts business. try to get more business try to keep up with technology! Upgrade owned building. we are at max now, the only way to grow from this point is to

expand We are looking for 6% growth this year. We would like to get to the point of affording the entire 12,000

sq. ft. building we own rather than the 6,000 section we're occupying right now due to the need for rental income.

Year over year increase Q29. What is the most pressing issue you face as an auto repair business owner?

A small core of repeat customers. Access to OEM data and diagnostics to interrogate car systems

fully Inc electric Car Count. Competing against cheap shade tree mechanics that charge

peanuts for jobs that in a shop, would cost at least 5x more complex high tech of repairs Cost of equipment, and utilities. costs increasing Costs! CUSTOMER RETENSION

Dealerships and franchises that offer FREE services. DIY's easily retrieving repair information on Mitchell, Alldata educating customers about new technology and its'

requirements for service and repair Education classes for techs employee acquisition/retention and customer education Employee and cost of buisness employees Estimates Ever-increasing expenses expenses but mostly taxes after taxes on top of taxes Finding an affordable way to advertise my business that works. Finding and keeping good, reliable technicians. Finding good techs Finding good techs. Finding qualified employees. Finding qualified technicians Finding qualified techs Finding quality techs. Finding SKILLED techs with a proper attitude. Finding Technicians Finding/hiring qualified or promising technical and customer

service personnel. freeing up my time to do more research & maintenance Gaining more off the street business Getting and retaining the best customers Getting educated people from our schools. Putting our future

techs into automotive in high school, and it better be hands on. word it the way you want, but we need schools ran by people who have worked in the industry and pay them properly.

getting parts getting people to pay Getting qualified Techs Getting vehicles done in a timely manner getting young techs Good help good help Good help is hard to find.

Govt regulations and telematics If we lose access to data, we will lose the customer to the dealers

Hard to find qualified techs & getting harder. It seems that blue collar workers w/ technical skills are losing respect & desirability for that kind of career.

HEALTH INSURANCE help Help / staff High tech vehicles Hiring a good tech Hybrid cars and Funding A tec's Immediate cash flow. increasing computerization of cars Information! Insurance insurance companies Insurance DRPs Keeping costs down and offering our customers the best

possible prices on parts and services. keeping costs low Keeping up to all Makes Technology keeping up with demand Keeping up with new equipment Lack of qualified technicians Making sure that the employee knows what he’s doing and can

fix that problem correctly in a timely manner Need help in the office no retirement, will have to work until dead Not being able to leave the shop when I need to. I have to close

down to have a day off. Operating expenses organizing the shop pleasing customers Qualified techs Qualified Techs quality parts quality technicians Quality techs Quality techs Recruiting good stable people

recruiting quality techs retaining employees Return business Service work coming in for high estimates and poor diagnosis.

Many shops try to take advantage of peoples lack of current technology.

Slow times during certain times of the year. Staying ahead of the technology shifts, competition. Expansion

needs. TAXES taxes and ins. Technician shortage technicians technology Technology Techs the cost of parts and labor The increasing costs of doing business. The most pressing issue is the constant rise of subscriptions &

the increasing cost of doing business that the labor rate just isn't keeping up with.

The need for specialized equipment The only way, (and this even would be dangerous) would be as a

single/brand/dealer (possibly Ford) with a big parts dept. catering to wholesale. Also, a brand specific wrecking-yard. note--the opportunities for independent auto repair business in USA and especially California are going away.

This year it will be the farm planting problem with too much rain time Time Time time management time management Time management/ doesn't seem like there are enough hours in

the day. To find qualified technicians. Training training and quality techs Training for very complicated electronics in the vehicle Trouble finding technicians

Turn over as well as shortage of qualified lead techs. waste disposal costs Working on cars under a roof. I do a lot of onsite work

Q31. What plans do you have for your auto repair shop when you retire?

I plan to turn it into a hobby where I am pickier about what I do & when I do it.

I would like to keep it going if I can find the right person to step in and manage it for me

lease buildings Pick & choose what I want to work on & who I want to work

with. Train a new person to take over

Appendix BData Tables

All Responses

June 16, 2019

Generated by Marketsight®

Table of contents

DEMO Job_Title * (Q1. Which one of the following best describes your job title?) 4Industry_Experience * (Q2. How many years of experience do you have working in the industry?) 5Age * (Q3. Which of the following ranges includes your age?) 6BUSINESS Years_Own_Shop * (Q4. For how many years have you owned your own auto repair business?) 7Type_Of_Business * (Q5. Which one of the following most closely describes your primary business) 8Annual_Sales_Volume * (Q6. What is the annual sales volume of your business?) 9Sales_Change_Expectations * (Q7. Do you expect that your 2019 sales volume will be...) 10Technicains * (Q8. How many technicians are employed by your shop?) 11Service_Bays * (Q9. How many service bays do you have at your shop?) 12Q11_Negative_Perception * (Q11. How often do you run into the following scenarios with your customers?) 13Q11_Trust * (Q11. How often do you run into the following scenarios with your customers?) 14Q11_Customer_Approve * (Q11. How often do you run into the following scenarios with your customers?) 15Q11_Customer_Come_Back * (Q11. How often do you run into the following scenarios with your customers?) 16Q11_Trouble_reaching_Customer (Q11. How often do you run into the following scenarios with your customers?) 17New_Hires * (Q13. How many employees do you plan to hire over the next 12 months?) 18New_Hire_Title (Q14. If you plan to hire, which of the following job titles/roles will you look to fill?) 19Q15_Recruiting_Source * (Q15. Which one of the following is your primary source for recruiting new technicians?) 20Incentive_Use * (Q17. Do you use any incentives to retain top talent or recruit new talent?) 21Require_Training * (Q19. Formal Training) 22Require_Certification * (Q20. Ongoing Certification) 23Helpful_Shop Management systems * (Q23. How helpful would each of the following types of training be to your auto repair business? (please use a 5-pointscale where 1 =Not at all helpful' and 5 = 'Very helpful')) 24Helpful_Digital Vehicle Inspections * (Q23. How helpful would each of the following types of training be to your auto repair business? (please use a 5-pointscale where 1 =Not at all helpful' and 5 = 'Very helpful')) 25Helpful_Customer_Service_Communication * (Q23. How helpful would each of the following types of training be to your auto repair business? (please use a5-point scale where 1 =Not at all helpful' and 5 = 'Very helpful')) 26Helpful_Recruitment and Retention * (Q23. How helpful would each of the following types of training be to your auto repair business? (please use a 5-pointscale where 1 =Not at all helpful' and 5 = 'Very helpful')) 27Helpful_Strategies to increase AROs and car count * (Q23. How helpful would each of the following types of training be to your auto repair business?(please use a 5-point scale where 1 =Not at all helpful' and 5 = 'Very helpful')) 28Helpful_Establishing effective labor rates * (Q23. How helpful would each of the following types of training be to your auto repair business? (please use a 5-point scale where 1 =Not at all helpful' and 5 = 'Very helpful')) 29Helpful_Greater internal communications and efficiencies * (Q23. How helpful would each of the following types of training be to your auto repair business?

2* Denotes variable with statistically significant findings

(please use a 5-point scale where 1 =Not at all helpful' and 5 = 'Very helpful')) 30Helpful_Shop time management * (Q23. How helpful would each of the following types of training be to your auto repair business? (please use a 5-pointscale where 1 =Not at all helpful' and 5 = 'Very helpful')) 31Helpful_Team Building * (Q23. How helpful would each of the following types of training be to your auto repair business? (please use a 5-point scale where1 =Not at all helpful' and 5 = 'Very helpful')) 32Helpful_Generating repeat business * (Q23. How helpful would each of the following types of training be to your auto repair business? (please use a 5-pointscale where 1 =Not at all helpful' and 5 = 'Very helpful')) 33Post_Retirement_Shop_plans * (Q31. What plans do you have for your auto repair shop when you retire?) 34Q10_What_Done * (Q10. Thinking about your current role, which of the following have you done?) 35MRV_Training_Location * (Q22. Where does the technician training typically take place?) 36MRV_Next_12_Months * (Q24. Which of the following do you plan to invest in A) during the next 12 months, and B) within the next 5 years? (select all thatapply)) 37MRV_Next_5_Years * (Q24. Which of the following do you plan to invest in A) during the next 12 months, and B) within the next 5 years? (select all thatapply)) 39MRV_Software_Used * (Q25. Which Shop Management Software are you currently using?) 40Uncategorized Variables GR_JobTitle * 42GR_Sales * 43GR_Experience * 44GR_Technicians * 45GR_Sr Bays * 46


4

All Responses Generated on June 16, 2019

Job_Title *Q1. Which one of the following best describes your job title?

Confidence Level = 95%* Denotes variable with statistically significant findings

Significant difference within groups: ABCDFGHIJK

GR_JobTitle GR_Sales GR_Experience GR_Technicians GR_Sr Bays

TotalOwner

A

Non-Owner

B TotalSmall

C

Medium D

Large E Total

<30years

F

30+years

G Total

<4Techs

H

4+Techs

I Total

<4Bays

J

4+Bays

KSample Size 249 175 74 225 81 91 53 248 77 171 242 152 90 243 90 153

Owner Count

Column %175

70%175

100% B

0 0%

172 76%

65 80%

71 78%

36 68%

174 70%

44 57%

130 76%

F

175 72%

122 80%

I

53 59%

174 72%

74 82%

K

100 65%

General Manager Count

Column %31

12%0

0%31

42% A

25 11%

4 5%

13 14%

C

8 15%

31 13%

13 17%

18 11%

31 13%

9 6%

22 24%

H

31 13%

4 4%

27 18%

JService Writer

Count Column %

5 2%

0 0%

5 7%

A

5 2%

0 0%

3 3%

2 4%

5 2%

4 5%

G

1 1%

5 2%

1 1%

4 4%

5 2%

0 0%

5 3%

Technician Count

Column %28

11%0

0%28

38% A

16 7%

9 11%

4 4%

3 6%

28 11%

15 19%

G

13 8%

23 10%

15 10%

8 9%

24 10%

11 12%

13 8%

Other Count

Column %10

4%0

0%10

14% A

7 3%

3 4%

0 0%

4 8%

D

10 4%

1 1%

9 5%

8 3%

5 3%

3 3%

9 4%

1 1%

8 5%

5


Industry_Experience *Q2. How many years of experience do you have working in the industry?


Significant difference within groups: ABCDEFG


TotalOwner

A

Non-Owner

B TotalSmall

C

Medium D

Large E Total

<30years

F

30+years

G Total

<4Techs

H

4+Techs

I Total

<4Bays

J

4+Bays

KSample Size 248 174 74 224 80 91 53 248 77 171 241 151 90 242 89 153Less than 5

Count Column %

7 3%

5 3%

2 3%

7 3%

5 6%

D

0 0%

2 4%

7 3%

7 9%

G

0 0%

7 3%

5 3%

2 2%

7 3%

5 6%

2 1%

5-9 Count

Column %9

4%2

1%7

9% A

8 4%

5 6%

3 3%

0 0%

9 4%

9 12%

G

0 0%

9 4%

4 3%

5 6%

9 4%

3 3%

6 4%

10-19 Count

Column %25

10%11

6%14

19% A

21 9%

6 8%

9 10%

6 11%

25 10%

25 32%

G

0 0%

23 10%

13 9%

10 11%

23 10%

7 8%

16 10%

20-29 Count

Column %36

15%26

15%10

14%33

15%8

10%11

12%14

26% CD

36 15%

36 47%

G

0 0%

35 15%

18 12%

17 19%

35 14%

10 11%

25 16%

30+ Count

Column %171

69%130

75% B

41 55%

155 69%

56 70%

68 75%

E

31 58%

171 69%

0 0%

171 100%

F

167 69%

111 74%

56 62%

168 69%

64 72%

104 68%

6


Age *Q3. Which of the following ranges includes your age?


Significant difference within groups: ACEFGIK


TotalOwner

A

Non-Owner

B TotalSmall

C

Medium D

Large E Total

<30years

F

30+years

G Total

<4Techs

H

4+Techs

I Total

<4Bays

J

4+Bays

KSample Size 248 174 74 224 81 90 53 247 77 170 241 151 90 242 89 153

18-24 Count

Column %0

0%0

0%0

0%0

0%0

0%0

0%0

0%0

0%0

0%0

0%0

0%0

0%0

0%0

0%0

0%0

0%

25-29 Count

Column %2

1%1

1%1

1%2

1%1

1%1

1%0

0%2

1%2

3%0

0%2

1%2

1%0

0%2

1%2

2%0

0%

30-39 Count

Column %19

8%6

3%13

18% A

19 8%

6 7%

8 9%

5 9%

19 8%

19 25%

G

0 0%

19 8%

8 5%

11 12%

19 8%

3 3%

16 10%

40-49 Count

Column %33

13%21

12%12

16%28

13%5

6%14

16%9

17% C

33 13%

28 36%

G

5 3%

30 12%

17 11%

13 14%

30 12%

10 11%

20 13%

50-59 Count

Column %81

33%60

34%21

28%74

33%28

35%24

27%22

42%81

33%17

22%64

38% F

81 34%

46 30%

35 39%

80 33%

25 28%

55 36%

60+ Count

Column %113

46%86

49%27

36%101

45%41

51% E

43 48%

17 32%

112 45%

11 14%

101 59%

F

109 45%

78 52%

I

31 34%

111 46%

49 55%

K

62 41%

7


Years_Own_Shop *Q4. For how many years have you owned your own auto repair business?


Significant difference within groups: ABDFG


TotalOwner

A

Non-Owner

B TotalSmall

C

Medium D

Large E Total

<30years

F

30+years

G Total

<4Techs

H

4+Techs

I Total

<4Bays

J

4+Bays

KSample Size 224 175 49 219 80 91 48 223 68 155 224 146 78 223 86 137Less than 5

Count Column %

22 10%

13 7%

9 18%

A

21 10%

8 10%

9 10%

4 8%

22 10%

12 18%

G

10 6%

22 10%

16 11%

6 8%

22 10%

12 14%

10 7%

5-9 Count

Column %25

11%17

10%8

16%25

11%11

14%9

10%5

10%25

11%18

26% G

7 5%

25 11%

14 10%

11 14%

25 11%

11 13%

14 10%

10-19 Count

Column %42

19%30

17%12

24%41

19%14

18%20

22%7

15%42

19%18

26%24

15%42

19%25

17%17

22%42

19%14

16%28

20%

20-29 Count

Column %50

22%45

26% B

5 10%

50 23%

17 21%

16 18%

17 35%

D

49 22%

13 19%

36 23%

50 22%

32 22%

18 23%

50 22%

16 19%

34 25%

30 years or more Count

Column %85

38%70

40%15

31%82

37%30

38%37

41%15

31%85

38%7

10%78

50% F

85 38%

59 40%

26 33%

84 38%

33 38%

51 37%

8


Type_Of_Business *Q5. Which one of the following most closely describes your primary business


Significant difference within groups: ABFGHJK


TotalOwner

A

Non-Owner

B TotalSmall

C

Medium D

Large E Total

<30years

F

30+years

G Total

<4Techs

H

4+Techs

I Total

<4Bays

J

4+Bays

KSample Size 244 175 69 225 81 91 53 243 75 168 242 152 90 242 89 153

General Repair Shop Count

Column %158

65%126

72% B

32 46%

148 66%

56 69%

61 67%

31 58%

157 65%

41 55%

116 69%

F

158 65%

105 69%

53 59%

157 65%

66 74%

K

91 59%

Heavy Duty Trucking Count

Column %14

6%2

1%12

17% A

9 4%

2 2%

4 4%

3 6%

14 6%

9 12%

G

5 3%

13 5%

5 3%

8 9%

13 5%

4 4%

9 6%

New Car or TruckDealership Service

Center Count

Column %3

1%0

0%3

4% A

3 1%

0 0%

1 1%

2 4%

3 1%

1 1%

2 1%

3 1%

0 0%

3 3%

3 1%

0 0%

3 2%

Specialty Repair shop Count

Column %43

18%34

19%9

13%41

18%17

21%17

19%7

13%43

18%14

19%29

17%43

18%30

20%13

14%43

18%15

17%28

18%

Tire Dealership Count

Column %1

0%1

1%0

0%1

0%0

0%0

0%1

2%1

0%1

1%0

0%1

0%1

1%0

0%1

0%0

0%1

1%

Training Facility Count

Column %5

2%1

1%4

6% A

3 1%

1 1%

1 1%

1 2%

5 2%

0 0%

5 3%

4 2%

3 2%

1 1%

5 2%

1 1%

4 3%

Collision Repair/BodyShop

Count Column %

18 7%

10 6%

8 12%

18 8%

4 5%

7 8%

7 13%

18 7%

9 12%

9 5%

18 7%

6 4%

12 13%

H

18 7%

2 2%

16 10%

JOther Count

Column %2

1%1

1%1

1%2

1%1

1%0

0%1

2%2

1%0

0%2

1%2

1%2

1%0

0%2

1%1

1%1

1%

9


Annual_Sales_Volume *Q6. What is the annual sales volume of your business?


Significant difference within groups: ACDEHIJK


TotalOwner

A

Non-Owner

B TotalSmall

C

Medium D

Large E Total

<30years

F

30+years

G Total

<4Techs

H

4+Techs

I Total

<4Bays

J

4+Bays

KSample Size 229 173 56 225 81 91 53 228 71 157 229 146 83 228 87 141

Less than $100,000 Count

Column %47

21%35

20%12

21%47

21%47

58% DE

0 0%

0 0%

46 20%

11 15%

35 22%

47 21%

44 30%

I

3 4%

47 21%

34 39%

K

13 9%

$100,000 to $199,999 Count

Column %34

15%30

17%4

7%34

15%34

42% DE

0 0%

0 0%

34 15%

13 18%

21 13%

34 15%

31 21%

I

3 4%

34 15%

23 26%

K

11 8%

$200,000 to $499,999 Count

Column %39

17%30

17%9

16%39

17%0

0%39

43% CE

0 0%

39 17%

10 14%

29 18%

39 17%

31 21%

I

8 10%

39 17%

17 20%

22 16%

$500,000 to $749,999 Count

Column %29

13%24

14%5

9%29

13%0

0%29

32% CE

0 0%

29 13%

7 10%

22 14%

29 13%

19 13%

10 12%

29 13%

7 8%

22 16%

$750,000 to $999,999 Count

Column %23

10%17

10%6

11%23

10%0

0%23

25% CE

0 0%

23 10%

6 8%

17 11%

23 10%

10 7%

13 16%

H

23 10%

1 1%

22 16%

J$1,000,000 or more

Count Column %

53 23%

36 21%

17 30%

53 24%

0 0%

0 0%

53 100%

CD

53 23%

22 31%

31 20%

53 23%

9 6%

44 53%

H

52 23%

3 3%

49 35%

JNot Applicable

Count Column %

3 1%

0 0%

3 5%

A

0 0%

0 0%

0 0%

0 0%

3 1%

2 3%

1 1%

3 1%

1 1%

2 2%

3 1%

1 1%

2 1%

Prefer not to say Count

Column %1

0%1

1%0

0%0

0%0

0%0

0%0

0%1

0%0

0%1

1%1

0%1

1%0

0%1

0%1

1%0

0%

10


Sales_Change_Expectations *Q7. Do you expect that your 2019 sales volume will be...


Significant difference within groups: CEHIJK


TotalOwner

A

Non-Owner

B TotalSmall

C

Medium D

Large E Total

<30years

F

30+years

G Total

<4Techs

H

4+Techs

I Total

<4Bays

J

4+Bays

KSample Size 236 175 61 225 81 91 53 235 72 163 235 149 86 235 89 146

More than your 2018sales volume

Count Column %

122 52%

86 49%

36 59%

117 52%

30 37%

51 56%

C

36 68%

C

121 51%

42 58%

79 48%

121 51%

61 41%

60 70%

H

122 52%

32 36%

90 62%

JThe same as your 2018

sales volume Count

Column %89

38%69

39%20

33%83

37%39

48% E

32 35%

12 23%

89 38%

22 31%

67 41%

89 38%

68 46%

I

21 24%

89 38%

46 52%

K

43 29%

Less than your 2018sales volume

Count Column %

25 11%

20 11%

5 8%

25 11%

12 15%

8 9%

5 9%

25 11%

8 11%

17 10%

25 11%

20 13%

5 6%

24 10%

11 12%

13 9%

11


Technicains *Q8. How many technicians are employed by your shop?


Significant difference within groups: ABCDEGHIJK


TotalOwner

A

Non-Owner

B TotalSmall

C

Medium D

Large E Total

<30years

F

30+years

G Total

<4Techs

H

4+Techs

I Total

<4Bays

J

4+Bays

KSample Size 242 175 67 225 81 91 53 241 74 167 242 152 90 241 89 152

1 Count

Column %46

19%39

22% B

7 10%

44 20%

36 44%

DE

8 9%

E

0 0%

45 19%

13 18%

32 19%

46 19%

46 30%

I

0 0%

46 19%

35 39%

K

11 7%

2-3 Count

Column %87

36%68

39%19

28%81

36%23

28% E

51 56%

CE

7 13%

87 36%

25 34%

62 37%

87 36%

87 57%

I

0 0%

87 36%

35 39%

52 34%

4-6 Count

Column %65

27%45

26%20

30%57

25%3

4%29

32% C

25 47%

C

65 27%

20 27%

45 27%

65 27%

0 0%

65 72%

H

64 27%

2 2%

62 41%

J7 or more

Count Column %

25 10%

8 5%

17 25%

A

24 11%

3 4%

2 2%

19 36%

CD

25 10%

14 19%

G

11 7%

25 10%

0 0%

25 28%

H

25 10%

1 1%

24 16%

JNone, just me

Count Column %

19 8%

15 9%

4 6%

19 8%

16 20%

DE

1 1%

2 4%

19 8%

2 3%

17 10%

19 8%

19 13%

I

0 0%

19 8%

16 18%

K

3 2%

12


Service_Bays *Q9. How many service bays do you have at your shop?


Significant difference within groups: ABCDEHIJK


TotalOwner

A

Non-Owner

B TotalSmall

C

Medium D

Large E Total

<30years

F

30+years

G Total

<4Techs

H

4+Techs

I Total

<4Bays

J

4+Bays

KSample Size 243 174 69 224 81 91 52 242 74 168 241 152 89 243 90 153

1-3 Count

Column %90

37%74

43% B

16 23%

85 38%

57 70%

DE

25 27%

E

3 6%

89 37%

25 34%

64 38%

89 37%

86 57%

I

3 3%

90 37%

90 100%

K

0 0%

4-9 Count

Column %108

44%77

44%31

45%97

43%22

27%56

62% CE

19 37%

108 45%

32 43%

76 45%

107 44%

56 37%

51 57%

H

108 44%

0 0%

108 71%

J10 or more

Count Column %

45 19%

23 13%

22 32%

A

42 19%

2 2%

10 11%

C

30 58%

CD

45 19%

17 23%

28 17%

45 19%

10 7%

35 39%

H

45 19%

0 0%

45 29%

J

13


Q11_Negative_Perception *Q11. How often do you run into the following scenarios with your customers?


Significant difference within groups: ABG


TotalOwner

A

Non-Owner

B TotalSmall

C

Medium D

Large E Total

<30years

F

30+years

G Total

<4Techs

H

4+Techs

I Total

<4Bays

J

4+Bays

KSample Size 227 164 63 214 78 85 51 226 72 154 225 141 84 225 82 1431 = Never

Count Column %

18 8%

15 9%

3 5%

17 8%

9 12%

5 6%

3 6%

18 8%

4 6%

14 9%

18 8%

11 8%

7 8%

18 8%

5 6%

13 9%

2 Count

Column %47

21%38

23%9

14%45

21%12

15%20

24%13

25%47

21%11

15%36

23%47

21%27

19%20

24%47

21%15

18%32

22%

3 Count

Column %126

56%88

54%38

60%117

55%43

55%50

59%24

47%125

55%40

56%85

55%125

56%84

60%41

49%125

56%47

57%78

55%

4 Count

Column %27

12%16

10%11

17%27

13%9

12%9

11%9

18%27

12%12

17%15

10%27

12%14

10%13

15%27

12%11

13%16

11%

5 = Always Count

Column %9

4%7

4%2

3%8

4%5

6%1

1%2

4%9

4%5

7%4

3%8

4%5

4%3

4%8

4%4

5%4

3%

Sometimes+ Count

Column %162

71%111

68%51

81% A

152 71%

57 73%

60 71%

35 69%

161 71%

57 79%

104 68%

160 71%

103 73%

57 68%

160 71%

62 76%

98 69%

Bottom 2 Count

Column %65

29%53

32% B

12 19%

62 29%

21 27%

25 29%

16 31%

65 29%

15 21%

50 32%

65 29%

38 27%

27 32%

65 29%

20 24%

45 31%

Mean 2.83 2.77 3.00 2.83 2.86 2.78 2.88 2.83 3.04 G

2.73 2.82 2.82 2.82 2.82 2.93 2.76

14


Q11_Trust *Q11. How often do you run into the following scenarios with your customers?


Significant difference within groups: ABCDEFGH


TotalOwner

A

Non-Owner

B TotalSmall

C

Medium D

Large E Total

<30years

F

30+years

G Total

<4Techs

H

4+Techs

I Total

<4Bays

J

4+Bays


Count Column %

102 45%

79 48%

23 36%

94 44%

33 42%

41 48%

20 39%

101 44%

29 40%

72 46%

101 45%

67 48%

34 40%

101 45%

36 44%

65 45%

2 Count

Column %93

41%68

41%25

39%90

42%30

38%39

46%21

41%93

41%23

32%70

45%92

41%58

41%34

40%92

41%31

38%61

42%

3 Count

Column %27

12%13

8%14

22% A

24 11%

10 13%

5 6%

9 18%

D

27 12%

17 24%

G

10 6%

27 12%

12 9%

15 18%

H

27 12%

12 15%

15 10%

4 Count

Column %6

3%4

2%2

3%6

3%5

6% D

0 0%

1 2%

6 3%

3 4%

3 2%

6 3%

4 3%

2 2%

6 3%

3 4%

3 2%

5 = Always Count

Column %0

0%0

0%0

0%0

0%0

0%0

0%0

0%0

0%0

0%0

0%0

0%0

0%0

0%0

0%0

0%0

0%

Sometimes+ Count

Column %33

14%17

10%16

25% A

30 14%

15 19%

D

5 6%

10 20%

D

33 15%

20 28%

G

13 8%

33 15%

16 11%

17 20%

33 15%

15 18%

18 13%

Bottom 2 Count

Column %195

86%147

90% B

48 75%

184 86%

63 81%

80 94%

CE

41 80%

194 85%

52 72%

142 92%

F

193 85%

125 89%

68 80%

193 85%

67 82%

126 88%

Mean 1.72 1.65 1.92 A

1.73 1.83 1.58 1.82 1.73 1.92 G

1.64 1.73 1.67 1.82 1.73 1.78 1.69

15


Q11_Customer_Approve *Q11. How often do you run into the following scenarios with your customers?


Significant difference within groups: D


TotalOwner

A

Non-Owner

B TotalSmall

C

Medium D

Large E Total

<30years

F

30+years

G Total

<4Techs

H

4+Techs

I Total

<4Bays

J

4+Bays


Count Column %

27 12%

21 13%

6 10%

25 12%

11 14%

12 14%

2 4%

27 12%

9 13%

18 12%

27 12%

20 14%

7 8%

27 12%

10 12%

17 12%

2 Count

Column %112

50%82

51%30

48%104

49%32

41%46

54%26

53%111

50%32

44%79

52%111

50%64

46%47

57%112

50%37

45%75

53%

3 Count

Column %79

35%54

33%25

40%76

36%35

45% D

23 27%

18 37%

79 35%

29 40%

50 33%

78 35%

53 38%

25 30%

78 35%

33 40%

45 32%

4 Count

Column %6

3%4

2%2

3%6

3%0

0%3

4%3

6%6

3%2

3%4

3%6

3%3

2%3

4%6

3%2

2%4

3%

5 = Always Count

Column %1

0%1

1%0

0%1

0%0

0%1

1%0

0%1

0%0

0%1

1%1

0%0

0%1

1%1

0%0

0%1

1%

Sometimes+ Count

Column %86

38%59

36%27

43%83

39%35

45%27

32%21

43%86

38%31

43%55

36%85

38%56

40%29

35%85

38%35

43%50

35%

Bottom 2 Count

Column %139

62%103

64%36

57%129

61%43

55%58

68%28

57%138

62%41

57%97

64%138

62%84

60%54

65%139

62%47

57%92

65%

Mean 2.30 2.27 2.37 2.31 2.31 2.24 2.45 2.30 2.33 2.28 2.30 2.28 2.33 2.29 2.33 2.27

16


Q11_Customer_Come_Back *Q11. How often do you run into the following scenarios with your customers?


Significant difference within groups: CD


TotalOwner

A

Non-Owner

B TotalSmall

C

Medium D

Large E Total

<30years

F

30+years

G Total

<4Techs

H

4+Techs

I Total

<4Bays

J

4+Bays


Count Column %

43 19%

31 19%

12 19%

39 18%

12 16%

16 19%

11 22%

43 19%

15 21%

28 18%

43 19%

25 18%

18 21%

43 19%

13 16%

30 21%

2 Count

Column %94

42%67

42%27

43%90

43%28

37%43

51%19

37%94

42%29

41%65

43%93

42%59

43%34

40%94

42%32

40%62

44%

3 Count

Column %66

29%50

31%16

25%64

30%29

38% D

19 23%

16 31%

66 30%

22 31%

44 29%

65 29%

42 30%

23 27%

65 29%

30 37%

35 25%

4 Count

Column %17

8%10

6%7

11%15

7%5

7%6

7%4

8%16

7%4

6%12

8%17

8%10

7%7

8%17

8%5

6%12

9%

5 = Always Count

Column %4

2%3

2%1

2%3

1%2

3%0

0%1

2%4

2%1

1%3

2%4

2%2

1%2

2%3

1%1

1%2

1%

Sometimes+ Count

Column %87

39%63

39%24

38%82

39%36

47% D

25 30%

21 41%

86 39%

27 38%

59 39%

86 39%

54 39%

32 38%

85 38%

36 44%

49 35%

Bottom 2 Count

Column %137

61%98

61%39

62%129

61%40

53%59

70% C

30 59%

137 61%

44 62%

93 61%

136 61%

84 61%

52 62%

137 62%

45 56%

92 65%

Mean 2.31 2.30 2.33 2.30 2.43 2.18 2.31 2.30 2.25 2.32 2.31 2.31 2.30 2.29 2.37 2.25

17


Q11_Trouble_reaching_CustomerQ11. How often do you run into the following scenarios with your customers?

Confidence Level = 95%


TotalOwner

A

Non-Owner

B TotalSmall

C

Medium D

Large E Total

<30years

F

30+years

G Total

<4Techs

H

4+Techs

I Total

<4Bays

J

4+Bays


Count Column %

61 27%

47 29%

14 23%

57 27%

23 29%

25 30%

9 18%

61 27%

22 31%

39 26%

61 27%

44 31%

17 20%

61 27%

23 28%

38 27%

2 Count

Column %73

32%54

33%19

31%71

33%27

35%26

31%18

36%72

32%20

28%52

34%73

33%45

32%28

34%73

33%31

38%42

30%

3 Count

Column %74

33%52

32%22

36%69

33%22

28%27

32%20

40%74

33%24

33%50

33%72

32%42

30%30

36%72

32%23

28%49

35%

4 Count

Column %16

7%10

6%6

10%14

7%5

6%6

7%3

6%16

7%6

8%10

7%16

7%8

6%8

10%16

7%5

6%11

8%

5 = Always Count

Column %1

0%1

1%0

0%1

0%1

1%0

0%0

0%1

0%0

0%1

1%1

0%1

1%0

0%1

0%0

0%1

1%

Sometimes+ Count

Column %91

40%63

38%28

46%84

40%28

36%33

39%23

46%91

41%30

42%61

40%89

40%51

36%38

46%89

40%28

34%61

43%

Bottom 2 Count

Column %134

60%101

62%33

54%128

60%50

64%51

61%27

54%133

59%42

58%91

60%134

60%89

64%45

54%134

60%54

66%80

57%

Mean 2.21 2.17 2.33 2.20 2.15 2.17 2.34 2.21 2.19 2.22 2.21 2.12 2.35 2.21 2.12 2.26

18


New_Hires *Q13. How many employees do you plan to hire over the next 12 months?


Significant difference within groups: BCDEFGHIJK


TotalOwner

A

Non-Owner

B TotalSmall

C

Medium D

Large E Total

<30years

F

30+years

G Total

<4Techs

H

4+Techs

I Total

<4Bays

J

4+Bays

KSample Size 224 161 63 211 77 84 50 223 71 152 223 139 84 223 79 144

None Count

Column %99

44%79

49% B

20 32%

94 45%

52 68%

DE

33 39%

E

9 18%

98 44%

21 30%

77 51%

F

98 44%

82 59%

I

16 19%

99 44%

58 73%

K

41 28%

1-3 Count

Column %118

53%79

49%39

62%110

52%25

32%49

58% C

36 72%

C

118 53%

49 69%

G

69 45%

118 53%

56 40%

62 74%

H

117 52%

21 27%

96 67%

J4 or more

Count Column %

7 3%

3 2%

4 6%

7 3%

0 0%

2 2%

5 10%

C

7 3%

1 1%

6 4%

7 3%

1 1%

6 7%

H

7 3%

0 0%

7 5%

19


New_Hire_TitleQ14. If you plan to hire, which of the following job titles/roles will you look to fill?

Confidence Level = 95%


TotalOwner

A

Non-Owner

B TotalSmall

C

Medium D

Large E Total

<30years

F

30+years

G Total

<4Techs

H

4+Techs

I Total

<4Bays

J

4+Bays

KSample Size 124 82 42 116 25 51 40 124 49 75 124 57 67 123 21 102

Lead Technician Count

Column %15

12%12

15%3

7%14

12%4

16%5

10%5

13%15

12%7

14%8

11%15

12%10

18%5

7%15

12%3

14%12

12%

Technician Count

Column %90

73%55

67%35

83%83

72%18

72%36

71%29

73%90

73%35

71%55

73%90

73%42

74%48

72%89

72%17

81%72

71%


Column %3

2%3

4%0

0%3

3%1

4%1

2%1

3%3

2%1

2%2

3%3

2%1

2%2

3%3

2%0

0%3

3%

Superintendent/Foreman

Count Column %

3 2%

2 2%

1 2%

3 3%

0 0%

2 4%

1 3%

3 2%

0 0%

3 4%

3 2%

0 0%

3 4%

3 2%

0 0%

3 3%

Service Manager Count

Column %3

2%3

4%0

0%3

3%0

0%3

6%0

0%3

2%1

2%2

3%3

2%2

4%1

1%3

2%0

0%3

3%

Sales/Marketing Count

Column %3

2%3

4%0

0%3

3%0

0%1

2%2

5%3

2%1

2%2

3%3

2%1

2%2

3%3

2%0

0%3

3%

Administrative Count

Column %4

3%3

4%1

2%4

3%2

8%1

2%1

3%4

3%2

4%2

3%4

3%1

2%3

4%4

3%1

5%3

3%

Other Count

Column %3

2%1

1%2

5%3

3%0

0%2

4%1

3%3

2%2

4%1

1%3

2%0

0%3

4%3

2%0

0%3

3%

20


Q15_Recruiting_Source *Q15. Which one of the following is your primary source for recruiting new technicians?


Significant difference within groups: ABCDFGJ


TotalOwner

A

Non-Owner

B TotalSmall

C

Medium D

Large E Total

<30years

F

30+years

G Total

<4Techs

H

4+Techs

I Total

<4Bays

J

4+Bays

KSample Size 192 133 59 181 52 79 50 192 67 125 192 108 84 191 53 138

Tech School Count

Column %29

15%15

11%14

24% A

29 16%

13 25%

D

8 10%

8 16%

29 15%

10 15%

19 15%

29 15%

17 16%

12 14%

29 15%

10 19%

19 14%

Job recruiting website(e.g. Monster.com,

Indeed.com) Count

Column %26

14%18

14%8

14%25

14%2

4%10

13%13

26% C

26 14%

14 21%

G

12 10%

26 14%

12 11%

14 17%

26 14%

6 11%

20 14%

Local newspaperclassified ad

Count Column %

9 5%

5 4%

4 7%

6 3%

4 8%

1 1%

1 2%

9 5%

4 6%

5 4%

9 5%

5 5%

4 5%

9 5%

4 8%

5 4%

Internet advertising Count

Column %28

15%17

13%11

19%23

13%4

8%11

14%8

16%28

15%11

16%17

14%28

15%12

11%16

19%27

14%3

6%24

17% J

Word of mouth Count

Column %94

49%72

54% B

22 37%

92 51%

27 52%

45 57%

20 40%

94 49%

25 37%

69 55%

F

94 49%

58 54%

36 43%

94 49%

28 53%

66 48%

Other Count

Column %6

3%6

5%0

0%6

3%2

4%4

5%0

0%6

3%3

4%3

2%6

3%4

4%2

2%6

3%2

4%4

3%

21


Incentive_Use *Q17. Do you use any incentives to retain top talent or recruit new talent?


Significant difference within groups: CDEHIJK


TotalOwner

A

Non-Owner

B TotalSmall

C

Medium D

Large E Total

<30years

F

30+years

G Total

<4Techs

H

4+Techs

I Total

<4Bays

J

4+Bays

KSample Size 212 153 59 202 71 81 50 211 70 141 212 130 82 211 71 140

Yes Count

Column %96

45%70

46%26

44%92

46%18

25%42

52% C

32 64%

C

96 45%

33 47%

63 45%

96 45%

45 35%

51 62%

H

96 45%

18 25%

78 56%

JNo

Count Column %

116 55%

83 54%

33 56%

110 54%

53 75%

DE

39 48%

18 36%

115 55%

37 53%

78 55%

116 55%

85 65%

I

31 38%

115 55%

53 75%

K

62 44%

22


Require_Training *Q19. Formal Training


Significant difference within groups: BCHIJK


TotalOwner

A

Non-Owner

B TotalSmall

C

Medium D

Large E Total

<30years

F

30+years

G Total

<4Techs

H

4+Techs

I Total

<4Bays

J

4+Bays

KSample Size 199 142 57 188 65 75 48 198 69 129 198 119 79 197 64 133

Every 1-3 Years Count

Column %115

58%76

54%39

68%110

59%30

46%45

60%35

73% C

115 58%

42 61%

73 57%

114 58%

58 49%

56 71%

H

113 57%

26 41%

87 65%

JEvery 4-5 years

Count Column %

8 4%

5 4%

3 5%

7 4%

2 3%

5 7%

0 0%

8 4%

5 7%

3 2%

8 4%

6 5%

2 3%

8 4%

3 5%

5 4%

Every 6 years or longer Count

Column %1

1%0

0%1

2%1

1%1

2%0

0%0

0%1

1%0

0%1

1%1

1%1

1%0

0%1

1%1

2%0

0%

Do not require Count

Column %69

35%57

40% B

12 21%

64 34%

29 45%

22 29%

13 27%

68 34%

20 29%

48 37%

69 35%

48 40%

I

21 27%

69 35%

30 47%

K

39 29%

I do not know Count

Column %6

3%4

3%2

4%6

3%3

5%3

4%0

0%6

3%2

3%4

3%6

3%6

5%0

0%6

3%4

6%2

2%

23


Require_Certification *Q20. Ongoing Certification


Significant difference within groups: BCDEJK


TotalOwner

A

Non-Owner

B TotalSmall

C

Medium D

Large E Total

<30years

F

30+years

G Total

<4Techs

H

4+Techs

I Total

<4Bays

J

4+Bays

KSample Size 198 141 57 187 66 75 46 197 67 130 197 120 77 196 65 131


Column %100

51%65

46%35

61%95

51%28

42%42

56%25

54%100

51%38

57%62

48%99

50%57

48%42

55%98

50%23

35%75

57% J

Every 4-5 years Count

Column %19

10%13

9%6

11%17

9%2

3%8

11%7

15% C

19 10%

7 10%

12 9%

19 10%

8 7%

11 14%

19 10%

6 9%

13 10%


Column %4

2%1

1%3

5%4

2%3

5%0

0%1

2%4

2%2

3%2

2%4

2%3

3%1

1%4

2%1

2%3

2%


Column %71

36%59

42% B

12 21%

67 36%

31 47%

DE

23 31%

13 28%

70 36%

18 27%

52 40%

71 36%

49 41%

22 29%

71 36%

32 49%

K

39 30%

I do not know Count

Column %4

2%3

2%1

2%4

2%2

3%2

3%0

0%4

2%2

3%2

2%4

2%3

3%1

1%4

2%3

5%1

1%

24


Helpful_Shop Management systems *Q23. How helpful would each of the following types of training be to your auto repair business? (please use a 5-point scale where 1 =Not at all helpful' and 5 = 'Very helpful')


Significant difference within groups: CD


TotalOwner

A

Non-Owner

B TotalSmall

C

Medium D

Large E Total

<30years

F

30+years

G Total

<4Techs

H

4+Techs

I Total

<4Bays

J

4+Bays

KSample Size 187 138 49 179 66 70 43 186 61 125 187 115 72 186 68 118

1 = Not at all helpful Count

Column %28

15%22

16%6

12%27

15%15

23% D

6 9%

6 14%

28 15%

9 15%

19 15%

28 15%

21 18%

7 10%

27 15%

13 19%

14 12%

2 Count

Column %38

20%26

19%12

24%36

20%10

15%14

20%12

28%38

20%14

23%24

19%38

20%20

17%18

25%38

20%11

16%27

23%

3 Count

Column %54

29%40

29%14

29%52

29%22

33%21

30%9

21%53

28%16

26%37

30%54

29%34

30%20

28%54

29%18

26%36

31%

4 Count

Column %32

17%21

15%11

22%31

17%7

11%18

26% C

6 14%

32 17%

9 15%

23 18%

32 17%

19 17%

13 18%

32 17%

12 18%

20 17%

5 = Very helpful Count

Column %35

19%29

21%6

12%33

18%12

18%11

16%10

23%35

19%13

21%22

18%35

19%21

18%14

19%35

19%14

21%21

18%

Top 2 Count

Column %67

36%50

36%17

35%64

36%19

29%29

41%16

37%67

36%22

36%45

36%67

36%40

35%27

38%67

36%26

38%41

35%

Mean 3.04 3.07 2.98 3.04 2.86 3.20 3.05 3.04 3.05 3.04 3.04 2.99 3.13 3.05 3.04 3.06

25


Helpful_Digital Vehicle Inspections *Q23. How helpful would each of the following types of training be to your auto repair business? (please use a 5-point scale where 1 =Not at all helpful' and 5 = 'Very helpful')


Significant difference within groups: DJ


TotalOwner

A

Non-Owner

B TotalSmall

C

Medium D

Large E Total

<30years

F

30+years

G Total

<4Techs

H

4+Techs

I Total

<4Bays

J

4+Bays

KSample Size 182 135 47 175 66 69 40 181 59 122 182 115 67 181 68 113


Column %34

19%29

21%5

11%31

18%17

26% D

8 12%

6 15%

34 19%

14 24%

20 16%

34 19%

23 20%

11 16%

34 19%

15 22%

19 17%

2 Count

Column %39

21%28

21%11

23%39

22%16

24%14

20%9

23%39

22%10

17%29

24%39

21%27

23%12

18%38

21%16

24%22

19%

3 Count

Column %45

25%34

25%11

23%44

25%13

20%23

33%8

20%44

24%12

20%32

26%45

25%24

21%21

31%45

25%21

31%24

21%

4 Count

Column %34

19%21

16%13

28%33

19%9

14%17

25%7

18%34

19%12

20%22

18%34

19%23

20%11

16%34

19%8

12%26

23%


Column %30

16%23

17%7

15%28

16%11

17%7

10%10

25% D

30 17%

11 19%

19 16%

30 16%

18 16%

12 18%

30 17%

8 12%

22 19%

Top 2 Count

Column %64

35%44

33%20

43%61

35%20

30%24

35%17

43%64

35%23

39%41

34%64

35%41

36%23

34%64

35%16

24%48

42% J

Mean 2.93 2.86 3.13 2.93 2.71 3.01 3.15 2.93 2.93 2.93 2.93 2.88 3.01 2.93 2.68 3.09 J

26


Helpful_Customer_Service_Communication *Q23. How helpful would each of the following types of training be to your auto repair business? (please use a 5-point scale where 1 =Not at all helpful' and 5 = 'Very helpful')


Significant difference within groups: AG


TotalOwner

A

Non-Owner

B TotalSmall

C

Medium D

Large E Total

<30years

F

30+years

G Total

<4Techs

H

4+Techs

I Total

<4Bays

J

4+Bays

KSample Size 186 138 48 178 64 70 44 185 59 126 186 114 72 185 66 119


Column %14

8%13

9%1

2%13

7%7

11%3

4%3

7%14

8%8

14% G

6 5%

14 8%

9 8%

5 7%

14 8%

6 9%

8 7%

2 Count

Column %24

13%18

13%6

13%22

12%9

14%8

11%5

11%23

12%7

12%16

13%24

13%19

17%5

7%24

13%11

17%13

11%

3 Count

Column %53

28%34

25%19

40% A

52 29%

17 27%

23 33%

12 27%

53 29%

15 25%

38 30%

53 28%

28 25%

25 35%

53 29%

19 29%

34 29%

4 Count

Column %48

26%39

28%9

19%47

26%15

23%23

33%9

20%48

26%11

19%37

29%48

26%29

25%19

26%47

25%12

18%35

29%


Column %47

25%34

25%13

27%44

25%16

25%13

19%15

34%47

25%18

31%29

23%47

25%29

25%18

25%47

25%18

27%29

24%

Top 2 Count

Column %95

51%73

53%22

46%91

51%31

48%36

51%24

55%95

51%29

49%66

52%95

51%58

51%37

51%94

51%30

45%64

54%

Mean 3.48 3.46 3.56 3.49 3.38 3.50 3.64 3.49 3.41 3.53 3.48 3.44 3.56 3.48 3.38 3.54

27


Helpful_Recruitment and Retention *Q23. How helpful would each of the following types of training be to your auto repair business? (please use a 5-point scale where 1 =Not at all helpful' and 5 = 'Very helpful')


Significant difference within groups: BCDEFGHIJK


TotalOwner

A

Non-Owner

B TotalSmall

C

Medium D

Large E Total

<30years

F

30+years

G Total

<4Techs

H

4+Techs

I Total

<4Bays

J

4+Bays

KSample Size 187 137 50 179 65 70 44 186 62 124 187 115 72 186 66 120


Column %32

17%29

21% B

3 6%

32 18%

21 32%

DE

9 13%

2 5%

32 17%

5 8%

27 22%

F

32 17%

27 23%

I

5 7%

32 17%

22 33%

K

10 8%

2 Count

Column %34

18%24

18%10

20%32

18%15

23%11

16%6

14%33

18%12

19%21

17%34

18%24

21%10

14%33

18%13

20%20

17%

3 Count

Column %49

26%31

23%18

36%46

26%14

22%19

27%13

30%49

26%17

27%32

26%49

26%29

25%20

28%49

26%17

26%32

27%

4 Count

Column %46

25%37

27%9

18%45

25%11

17%22

31%12

27%46

25%14

23%32

26%46

25%25

22%21

29%46

25%10

15%36

30% J


Column %26

14%16

12%10

20%24

13%4

6%9

13%11

25% C

26 14%

14 23%

G

12 10%

26 14%

10 9%

16 22%

H

26 14%

4 6%

22 18%

JTop 2 Count

Column %72

39%53

39%19

38%69

39%15

23%31

44% C

23 52%

C

72 39%

28 45%

44 35%

72 39%

35 30%

37 51%

H

72 39%

14 21%

58 48%

JMean 3.00 2.91 3.26 2.98 2.42 3.16

C3.55

C3.01 3.32

G2.85 3.00 2.71 3.46

H3.01 2.41 3.33

J

28


Helpful_Strategies to increase AROs and car count *Q23. How helpful would each of the following types of training be to your auto repair business? (please use a 5-point scale where 1 =Not at all helpful' and 5 = 'Very helpful')


Significant difference within groups: CDEFG


TotalOwner

A

Non-Owner

B TotalSmall

C

Medium D

Large E Total

<30years

F

30+years

G Total

<4Techs

H

4+Techs

I Total

<4Bays

J

4+Bays

KSample Size 185 138 47 180 65 71 44 184 61 123 185 115 70 184 67 117


Column %28

15%25

18%3

6%26

14%15

23% E

8 11%

3 7%

28 15%

8 13%

20 16%

28 15%

22 19%

6 9%

28 15%

14 21%

14 12%

2 Count

Column %26

14%17

12%9

19%25

14%12

18% D

5 7%

8 18%

25 14%

7 11%

18 15%

26 14%

16 14%

10 14%

26 14%

11 16%

15 13%

3 Count

Column %62

34%45

33%17

36%61

34%19

29%30

42%12

27%62

34%13

21%49

40% F

62 34%

37 32%

25 36%

62 34%

22 33%

40 34%

4 Count

Column %41

22%29

21%12

26%40

22%10

15%18

25%12

27%41

22%19

31% G

22 18%

41 22%

22 19%

19 27%

40 22%

11 16%

29 25%


Column %28

15%22

16%6

13%28

16%9

14%10

14%9

20%28

15%14

23% G

14 11%

28 15%

18 16%

10 14%

28 15%

9 13%

19 16%

Top 2 Count

Column %69

37%51

37%18

38%68

38%19

29%28

39%21

48% C

69 38%

33 54%

G

36 29%

69 37%

40 35%

29 41%

68 37%

20 30%

48 41%

Mean 3.08 3.04 3.19 3.11 2.78 3.24 C

3.36 C

3.09 3.39 G

2.93 3.08 2.98 3.24 3.08 2.85 3.21

29


Helpful_Establishing effective labor rates *Q23. How helpful would each of the following types of training be to your auto repair business? (please use a 5-point scale where 1 =Not at all helpful' and 5 = 'Very helpful')


Significant difference within groups: HI


TotalOwner

A

Non-Owner

B TotalSmall

C

Medium D

Large E Total

<30years

F

30+years

G Total

<4Techs

H

4+Techs

I Total

<4Bays

J

4+Bays

KSample Size 186 139 47 181 66 71 44 185 61 124 186 117 69 185 69 116


Column %26

14%19

14%7

15%24

13%14

21%7

10%3

7%26

14%8

13%18

15%26

14%21

18% I

5 7%

26 14%

13 19%

13 11%

2 Count

Column %18

10%11

8%7

15%18

10%8

12%6

8%4

9%18

10%6

10%12

10%18

10%10

9%8

12%18

10%8

12%10

9%

3 Count

Column %49

26%35

25%14

30%46

25%14

21%20

28%12

27%48

26%14

23%34

27%49

26%25

21%24

35% H

48 26%

14 20%

34 29%

4 Count

Column %55

30%44

32%11

23%55

30%15

23%25

35%15

34%55

30%17

28%38

31%55

30%34

29%21

30%55

30%17

25%38

33%


Column %38

20%30

22%8

17%38

21%15

23%13

18%10

23%38

21%16

26%22

18%38

20%27

23%11

16%38

21%17

25%21

18%

Top 2 Count

Column %93

50%74

53%19

40%93

51%30

45%38

54%25

57%93

50%33

54%60

48%93

50%61

52%32

46%93

50%34

49%59

51%

Mean 3.33 3.40 3.13 3.36 3.14 3.44 3.57 3.33 3.44 3.27 3.33 3.31 3.36 3.33 3.25 3.38

30


Helpful_Greater internal communications and efficiencies *Q23. How helpful would each of the following types of training be to your auto repair business? (please use a 5-point scale where 1 =Not at all helpful' and 5 = 'Very helpful')


Significant difference within groups: ACDEHIJK


TotalOwner

A

Non-Owner

B TotalSmall

C

Medium D

Large E Total

<30years

F

30+years

G Total

<4Techs

H

4+Techs

I Total

<4Bays

J

4+Bays

KSample Size 187 138 49 179 66 69 44 186 61 125 187 116 71 186 68 118


Column %28

15%25

18%3

6%28

16%20

30% DE

6 9%

2 5%

28 15%

6 10%

22 18%

28 15%

24 21%

I

4 6%

28 15%

18 26%

K

10 8%

2 Count

Column %20

11%16

12%4

8%20

11%7

11%7

10%6

14%20

11%7

11%13

10%20

11%11

9%9

13%19

10%6

9%13

11%

3 Count

Column %54

29%42

30%12

24%52

29%16

24%24

35%12

27%53

28%17

28%36

29%54

29%34

29%20

28%54

29%21

31%33

28%

4 Count

Column %46

25%29

21%17

35%43

24%12

18%18

26%13

30%46

25%16

26%30

24%46

25%22

19%24

34% H

46 25%

11 16%

35 30%

J5 = Very helpful

Count Column %

39 21%

26 19%

13 27%

36 20%

11 17%

14 20%

11 25%

39 21%

15 25%

24 19%

39 21%

25 22%

14 20%

39 21%

12 18%

27 23%

Top 2 Count

Column %85

45%55

40%30

61% A

79 44%

23 35%

32 46%

24 55%

C

85 46%

31 51%

54 43%

85 45%

47 41%

38 54%

85 46%

23 34%

62 53%

JMean 3.26 3.11 3.67

A3.22 2.80 3.39

C3.57

C3.26 3.44 3.17 3.26 3.11 3.49 3.26 2.90 3.47

J

31


Helpful_Shop time management *Q23. How helpful would each of the following types of training be to your auto repair business? (please use a 5-point scale where 1 =Not at all helpful' and 5 = 'Very helpful')


Significant difference within groups: BDEHIJK


TotalOwner

A

Non-Owner

B TotalSmall

C

Medium D

Large E Total

<30years

F

30+years

G Total

<4Techs

H

4+Techs

I Total

<4Bays

J

4+Bays

KSample Size 190 141 49 183 68 71 44 189 61 128 190 119 71 189 70 119


Column %18

9%17

12% B

1 2%

18 10%

13 19%

DE

4 6%

1 2%

18 10%

5 8%

13 10%

18 9%

16 13%

I

2 3%

18 10%

13 19%

K

5 4%

2 Count

Column %23

12%16

11%7

14%23

13%8

12%7

10%8

18%23

12%6

10%17

13%23

12%13

11%10

14%23

12%8

11%15

13%

3 Count

Column %47

25%38

27%9

18%46

25%16

24%21

30%9

20%46

24%11

18%35

27%47

25%32

27%15

21%47

25%17

24%30

25%

4 Count

Column %50

26%33

23%17

35%49

27%16

24%18

25%15

34%50

26%21

34%29

23%50

26%23

19%27

38% H

49 26%

13 19%

36 30%


Column %52

27%37

26%15

31%47

26%15

22%21

30%11

25%52

28%18

30%34

27%52

27%35

29%17

24%52

28%19

27%33

28%

Top 2 Count

Column %102

54%70

50%32

65%96

52%31

46%39

55%26

59%102

54%39

64%63

49%102

54%58

49%44

62%101

53%32

46%69

58%

Mean 3.50 3.40 3.78 3.46 3.18 3.63 3.61 3.50 3.67 3.42 3.50 3.40 3.66 3.50 3.24 3.65 J

32


Helpful_Team Building *Q23. How helpful would each of the following types of training be to your auto repair business? (please use a 5-point scale where 1 =Not at all helpful' and 5 = 'Very helpful')


Significant difference within groups: ABCDEFGHIJK


TotalOwner

A

Non-Owner

B TotalSmall

C

Medium D

Large E Total

<30years

F

30+years

G Total

<4Techs

H

4+Techs

I Total

<4Bays

J

4+Bays

KSample Size 184 137 47 178 64 70 44 184 61 123 184 113 71 183 66 117


Column %31

17%29

21% B

2 4%

31 17%

20 31%

DE

9 13%

2 5%

31 17%

5 8%

26 21%

F

31 17%

27 24%

I

4 6%

31 17%

20 30%

K

11 9%

2 Count

Column %24

13%18

13%6

13%24

13%14

22% D

5 7%

5 11%

24 13%

9 15%

15 12%

24 13%

18 16%

6 8%

24 13%

8 12%

16 14%

3 Count

Column %44

24%30

22%14

30%42

24%9

14%24

34% C

9 20%

44 24%

12 20%

32 26%

44 24%

28 25%

16 23%

44 24%

17 26%

27 23%

4 Count

Column %49

27%35

26%14

30%48

27%11

17%21

30%16

36% C

49 27%

21 34%

28 23%

49 27%

18 16%

31 44%

H

48 26%

10 15%

38 32%

J5 = Very helpful

Count Column %

36 20%

25 18%

11 23%

33 19%

10 16%

11 16%

12 27%

36 20%

14 23%

22 18%

36 20%

22 19%

14 20%

36 20%

11 17%

25 21%

Top 2 Count

Column %85

46%60

44%25

53%81

46%21

33%32

46%28

64% C

85 46%

35 57%

G

50 41%

85 46%

40 35%

45 63%

H

84 46%

21 32%

63 54%

JMean 3.19 3.07 3.55

A3.16 2.64 3.29

C3.70

C3.19 3.49

G3.04 3.19 2.91 3.63

H3.19 2.76 3.43

J

33


Helpful_Generating repeat business *Q23. How helpful would each of the following types of training be to your auto repair business? (please use a 5-point scale where 1 =Not at all helpful' and 5 = 'Very helpful')


Significant difference within groups: DEH


TotalOwner

A

Non-Owner

B TotalSmall

C

Medium D

Large E Total

<30years

F

30+years

G Total

<4Techs

H

4+Techs

I Total

<4Bays

J

4+Bays

KSample Size 188 141 47 183 68 71 44 187 61 126 188 118 70 187 70 117


Column %22

12%17

12%5

11%20

11%12

18% E

8 11%

E

0 0%

22 12%

8 13%

14 11%

22 12%

18 15%

4 6%

22 12%

10 14%

12 10%

2 Count

Column %23

12%18

13%5

11%22

12%8

12%5

7%9

20% D

23 12%

4 7%

19 15%

23 12%

11 9%

12 17%

23 12%

5 7%

18 15%

3 Count

Column %44

23%31

22%13

28%42

23%13

19%20

28%9

20%44

24%14

23%30

24%44

23%27

23%17

24%44

24%17

24%27

23%

4 Count

Column %39

21%29

21%10

21%39

21%13

19%14

20%12

27%38

20%13

21%25

20%39

21%19

16%20

29% H

39 21%

14 20%

25 21%


Column %60

32%46

33%14

30%60

33%22

32%24

34%14

32%60

32%22

36%38

30%60

32%43

36%17

24%59

32%24

34%35

30%

Top 2 Count

Column %99

53%75

53%24

51%99

54%35

51%38

54%26

59%98

52%35

57%63

50%99

53%62

53%37

53%98

52%38

54%60

51%

Mean 3.49 3.49 3.49 3.53 3.37 3.58 3.70 3.49 3.61 3.43 3.49 3.49 3.49 3.48 3.53 3.45

34


Post_Retirement_Shop_plans *Q31. What plans do you have for your auto repair shop when you retire?


Significant difference within groups: CDEHJ


TotalOwner

A

Non-Owner

B TotalSmall

C

Medium D

Large E Total

<30years

F

30+years

G Total

<4Techs

H

4+Techs

I Total

<4Bays

J

4+Bays

KSample Size 96 93 3 96 37 38 21 96 26 70 96 71 25 96 38 58

I plan to sell thebusiness

Count Column %

48 50%

48 52%

0 0%

48 50%

14 38%

25 66%

C

9 43%

48 50%

16 62%

32 46%

48 50%

38 54%

10 40%

48 50%

21 55%

27 47%

I plan to pass thebusiness on to a family

member Count

Column %25

26%24

26%1

33%25

26%5

14%9

24%11

52% CD

25 26%

6 23%

19 27%

25 26%

12 17%

13 52%

H

25 26%

4 11%

21 36%

JI plan to close the

business Count

Column %17

18%16

17%1

33%17

18%12

32% DE

4 11%

1 5%

17 18%

4 15%

13 19%

17 18%

15 21%

2 8%

17 18%

10 26%

7 12%

Other Count

Column %6

6%5

5%1

33%6

6%6

16% D

0 0%

0 0%

6 6%

0 0%

6 9%

6 6%

6 8%

0 0%

6 6%

3 8%

3 5%

35


Q10_What_Done *Q10. Thinking about your current role, which of the following have you done?


Significant difference within groups: BCDEGHIJK


TotalOwner

A

Non-Owner

B TotalSmall

C

Medium D

Large E Total

<30years

F

30+years

G Total

<4Techs

H

4+Techs

I Total

<4Bays

J

4+Bays

KSample Size 246 175 71 225 81 91 53 245 75 170 242 152 90 243 90 153Valid Cases 230 175 55 221 81 90 50 229 70 159 230 147 83 229 88 141

Total Mentions 297 225 72 288 99 125 64 296 103 193 297 182 115 296 110 186Q10_Created_Job

Mentions % Valid Cases

% Total Mentions

71 31% 24%

50 29% 22%

21 38% 29%

70 32% 24%

37 46% 37%

DE

25 28% 20%

8 16% 13%

70 31% 24%

27 39% 26%

43 27% 22%

71 31% 24%

51 35% 28%

20 24% 17%

71 31% 24%

39 44% 35%

K

32 23% 17%

Q10_Opened_shop Mentions

% Valid Cases % Total Mentions

128 56% 43%

108 62% 48%

B

20 36% 28%

126 57% 44%

48 59% 48%

E

62 69% 50%

E

16 32% 25%

128 56% 43%

39 56% 38%

89 56% 46%

128 56% 43%

91 62% 50%

I

37 45% 32%

127 55% 43%

50 57% 45%

77 55% 41%

Q10_Built_Sustainable_Business Mentions


98 43% 33%

67 38% 30%

31 56% 43%

92 42% 32%

14 17% 14%

38 42% 30%

C

40 80% 63%

CD

98 43% 33%

37 53% 36%

G

61 38% 32%

98 43% 33%

40 27% 22%

58 70% 50%

H

98 43% 33%

21 24% 19%

77 55% 41%

J

36


MRV_Training_Location *Q22. Where does the technician training typically take place?


Significant difference within groups: C


TotalOwner

A

Non-Owner

B TotalSmall

C

Medium D

Large E Total

<30years

F

30+years

G Total

<4Techs

H

4+Techs

I Total

<4Bays

J

4+Bays


Total Mentions 189 123 66 177 52 71 54 189 72 117 186 95 91 185 49 136Training_At your shop


% Total Mentions

38 29% 20%

26 32% 21%

12 25% 18%

36 30% 20%

14 39% 27%

13 27% 18%

9 26% 17%

38 29% 20%

17 38% 24%

21 25% 18%

38 30% 20%

20 29% 21%

18 31% 20%

37 29% 20%

10 29% 20%

27 29% 20%

Training_Online Mentions


52 40% 28%

31 38% 25%

21 44% 32%

48 40% 27%

14 39% 27%

16 33% 23%

18 51% 33%

52 40% 28%

22 49% 31%

30 35% 26%

51 40% 27%

24 35% 25%

27 46% 30%

51 40% 28%

14 40% 29%

37 40% 27%

Training_Offsitelocation


% Total Mentions

99 76% 52%

66 80% 54%

33 69% 50%

93 78% 53%

24 67% 46%

42 86% 59%

C

27 77% 50%

99 76% 52%

33 73% 46%

66 78% 56%

97 76% 52%

51 74% 54%

46 78% 51%

97 76% 52%

25 71% 51%

72 77% 53%

37


MRV_Next_12_Months *Q24. Which of the following do you plan to invest in A) during the next 12 months, and B) within the next 5 years? (select all that apply)


Significant difference within groups: CDGHJ


TotalOwner

A

Non-Owner

B TotalSmall

C

Medium D

Large E Total

<30years

F

30+years

G Total

<4Techs

H

4+Techs

I Total

<4Bays

J

4+Bays


Total Mentions 514 373 141 498 152 193 153 512 176 336 514 298 216 512 166 346Q24_1a_Digital

Inspection Tools Mentions


63 39% 12%

45 38% 12%

18 43% 13%

59 38% 12%

21 40% 14%

22 36% 11%

16 40% 10%

63 39% 12%

20 41% 11%

43 39% 13%

63 39% 12%

42 43% 14%

21 33% 10%

63 39% 12%

27 47% 16%

36 35% 10%

Q24_2a_DiagnosticTools and Equipment


% Total Mentions

127 79% 25%

93 78% 25%

34 81% 24%

121 79% 24%

44 83% 29%

43 70% 22%

34 85% 22%

D

126 79% 25%

39 80% 22%

87 78% 26%

127 79% 25%

76 78% 26%

51 81% 24%

127 79% 25%

45 79% 27%

82 80% 24%

Q24_3a_Recruiting/Retaining Technicians


% Total Mentions

73 45% 14%

49 41% 13%

24 57% 17%

71 46% 14%

11 21% 7%

34 56% 18%

C

26 65% 17%

C

73 46% 14%

30 61% 17%

G

43 39% 13%

73 45% 14%

32 33% 11%

41 65% 19%

H

72 45% 14%

15 26% 9%

57 55% 16%

JQ24_4a_Training


% Total Mentions

116 72% 23%

84 71% 23%

32 76% 23%

112 73% 22%

34 64% 22%

48 79% 25%

C

30 75% 20%

C

115 72% 22%

39 80% 22%

76 68% 23%

116 72% 23%

69 70% 23%

47 75% 22%

116 73% 23%

39 68% 23%

77 75% 22%

Q24_5a_CustomerRetention Software


% Total Mentions

34 21% 7%

26 22% 7%

8 19% 6%

34 22% 7%

9 17% 6%

12 20% 6%

13 33% 8%

C

34 21% 7%

11 22% 6%

23 21% 7%

34 21% 7%

20 20% 7%

14 22% 6%

34 21% 7%

8 14% 5%

26 25% 8%

Q24_6a_ShopManagement Software


% Total Mentions

43 27% 8%

29 24% 8%

14 33% 10%

43 28% 9%

14 26% 9%

15 25% 8%

14 35% 9%

43 27% 8%

17 35% 10%

26 23% 8%

43 27% 8%

24 24% 8%

19 30% 9%

43 27% 8%

16 28% 10%

27 26% 8%

38




Significant difference within groups: CDGHJ


TotalOwner

A

Non-Owner

B TotalSmall

C

Medium D

Large E Total

<30years

F

30+years

G Total

<4Techs

H

4+Techs

I Total

<4Bays

J

4+Bays

KQ24_7a_Marketing and

CustomerCommunication Tools


% Total Mentions

53 33% 10%

42 35% 11%

11 26% 8%

53 34% 11%

16 30% 11%

17 28% 9%

20 50% 13%

CD

53 33% 10%

18 37% 10%

35 32% 10%

53 33% 10%

31 32% 10%

22 35% 10%

52 33% 10%

13 23% 8%

39 38% 11%

Q24_Other Mentions


5 3% 1%

5 4% 1%

0 0% 0%

5 3% 1%

3 6% 2%

2 3% 1%

0 0% 0%

5 3% 1%

2 4% 1%

3 3% 1%

5 3% 1%

4 4% 1%

1 2% 0%

5 3% 1%

3 5% 2%

2 2% 1%

39


MRV_Next_5_Years *Q24. Which of the following do you plan to invest in A) during the next 12 months, and B) within the next 5 years? (select all that apply)


Significant difference within groups: DEI


TotalOwner

A

Non-Owner

B TotalSmall

C

Medium D

Large E Total

<30years

F

30+years

G Total

<4Techs

H

4+Techs

I Total

<4Bays

J

4+Bays


Total Mentions 388 291 97 370 171 135 64 388 141 247 388 270 118 388 149 239Q24_1b_Digital

Inspection Tools Mentions


70 57% 18%

51 59% 18%

19 54% 20%

69 59% 19%

30 68% 18%

24 55% 18%

15 54% 23%

70 57% 18%

27 69% 19%

43 52% 17%

70 57% 18%

44 57% 16%

26 58% 22%

70 57% 18%

22 54% 15%

48 59% 20%

Q24_2b_DiagnosticTools and Equipment


% Total Mentions

43 35% 11%

32 37% 11%

11 31% 11%

41 35% 11%

17 39% 10%

18 41% 13%

6 21% 9%

43 35% 11%

16 41% 11%

27 33% 11%

43 35% 11%

31 40% 11%

12 27% 10%

43 35% 11%

16 39% 11%

27 33% 11%

Q24_3b_Recruiting/Retaining Technicians


% Total Mentions

56 46% 14%

44 51% 15%

12 34% 12%

53 46% 14%

28 64% 16%

E

20 45% 15%

E

5 18% 8%

56 46% 14%

18 46% 13%

38 46% 15%

56 46% 14%

44 57% 16%

I

12 27% 10%

56 46% 14%

24 59% 16%

32 40% 13%

Q24_4b_Training Mentions


38 31% 10%

30 34% 10%

8 23% 8%

35 30% 9%

18 41% 11%

11 25% 8%

6 21% 9%

38 31% 10%

14 36% 10%

24 29% 10%

38 31% 10%

28 36% 10%

10 22% 8%

38 31% 10%

15 37% 10%

23 28% 10%

Q24_5b_CustomerRetention Software


% Total Mentions

61 50% 16%

43 49% 15%

18 51% 19%

58 50% 16%

30 68% 18%

DE

18 41% 13%

10 36% 16%

61 50% 16%

23 59% 16%

38 46% 15%

61 50% 16%

42 55% 16%

19 42% 16%

61 50% 16%

27 66% 18%

34 42% 14%

Q24_6b_ShopManagement Software


% Total Mentions

66 54% 17%

50 57% 17%

16 46% 16%

63 54% 17%

27 61% 16%

23 52% 17%

13 46% 20%

66 54% 17%

23 59% 16%

43 52% 17%

66 54% 17%

44 57% 16%

22 49% 19%

66 54% 17%

23 56% 15%

43 53% 18%

40




Significant difference within groups: DEI


TotalOwner

A

Non-Owner

B TotalSmall

C

Medium D

Large E Total

<30years

F

30+years

G Total

<4Techs

H

4+Techs

I Total

<4Bays

J

4+Bays

KQ24_7b_Marketing and

CustomerCommunication Tools


% Total Mentions

54 44% 14%

41 47% 14%

13 37% 13%

51 44% 14%

21 48% 12%

21 48% 16%

9 32% 14%

54 44% 14%

20 51% 14%

34 41% 14%

54 44% 14%

37 48% 14%

17 38% 14%

54 44% 14%

22 54% 15%

32 40% 13%

41


MRV_Software_Used *Q25. Which Shop Management Software are you currently using?


Significant difference within groups: CDIJ


TotalOwner

A

Non-Owner

B TotalSmall

C

Medium D

Large E Total

<30years

F

30+years

G Total

<4Techs

H

4+Techs

I Total

<4Bays

J

4+Bays


Total Mentions 218 156 62 206 67 84 55 217 67 150 218 133 85 218 70 148Q25a_Mitchell1_ShopK

ey Mentions


61 33% 28%

43 32% 28%

18 35% 29%

58 33% 28%

12 19% 18%

31 45% 37%

C

15 36% 27%

60 33% 28%

20 34% 30%

40 32% 27%

61 33% 28%

35 31% 26%

26 37% 31%

61 33% 28%

14 21% 20%

47 39% 32%

JQ25b_ALLDATA


% Total Mentions

40 22% 18%

27 20% 17%

13 25% 21%

39 22% 19%

17 27% 25%

15 22% 18%

7 17% 13%

40 22% 18%

12 20% 18%

28 22% 19%

40 22% 18%

26 23% 20%

14 20% 16%

40 22% 18%

15 23% 21%

25 21% 17%

Q25c_MaxxTraxx Mentions


3 2% 1%

2 2% 1%

1 2% 2%

3 2% 1%

0 0% 0%

1 1% 1%

2 5% 4%

3 2% 1%

1 2% 1%

2 2% 1%

3 2% 1%

1 1% 1%

2 3% 2%

3 2% 1%

1 2% 1%

2 2% 1%

Q25d_NAPA TRACS Mentions


13 7% 6%

12 9% 8%

1 2% 2%

13 7% 6%

3 5% 4%

9 13% 11%

1 2% 2%

13 7% 6%

4 7% 6%

9 7% 6%

13 7% 6%

10 9% 8%

3 4% 4%

13 7% 6%

5 8% 7%

8 7% 5%

Q25e_RO Writer Mentions


6 3% 3%

4 3% 3%

2 4% 3%

5 3% 2%

0 0% 0%

0 0% 0%

5 12% 9%

6 3% 3%

1 2% 1%

5 4% 3%

6 3% 3%

0 0% 0%

6 8% 7%

6 3% 3%

0 0% 0%

6 5% 4%

Q25f_TASCO Mentions


0 0% 0%

0 0% 0%

0 0% 0%

0 0% 0%

0 0% 0%

0 0% 0%

0 0% 0%

0 0% 0%

0 0% 0%

0 0% 0%

0 0% 0%

0 0% 0%

0 0% 0%

0 0% 0%

0 0% 0%

0 0% 0%

Q25g_ASA TireMaster Mentions


1 1% 0%

1 1% 1%

0 0% 0%

1 1% 0%

0 0% 0%

0 0% 0%

1 2% 2%

1 1% 0%

0 0% 0%

1 1% 1%

1 1% 0%

0 0% 0%

1 1% 1%

1 1% 0%

0 0% 0%

1 1% 1%

42




Significant difference within groups: CDIJ


TotalOwner

A

Non-Owner

B TotalSmall

C

Medium D

Large E Total

<30years

F

30+years

G Total

<4Techs

H

4+Techs

I Total

<4Bays

J

4+Bays

KQ25h_BAST


% Total Mentions

0 0% 0%

0 0% 0%

0 0% 0%

0 0% 0%

0 0% 0%

0 0% 0%

0 0% 0%

0 0% 0%

0 0% 0%

0 0% 0%

0 0% 0%

0 0% 0%

0 0% 0%

0 0% 0%

0 0% 0%

0 0% 0%

Q25i_Shop Controller Mentions


1 1% 0%

1 1% 1%

0 0% 0%

1 1% 0%

1 2% 1%

0 0% 0%

0 0% 0%

1 1% 0%

0 0% 0%

1 1% 1%

1 1% 0%

1 1% 1%

0 0% 0%

1 1% 0%

1 2% 1%

0 0% 0%

Q25j_None Mentions


34 18% 16%

25 19% 16%

9 17% 15%

31 18% 15%

20 32% 30%

D

8 12% 10%

3 7% 5%

34 18% 16%

15 25% 22%

19 15% 13%

34 18% 16%

28 25% 21%

I

6 8% 7%

34 18% 16%

17 26% 24%

17 14% 11%

Q25k_I do not know Mentions


7 4% 3%

3 2% 2%

4 8% 6%

6 3% 3%

3 5% 4%

2 3% 2%

1 2% 2%

7 4% 3%

1 2% 1%

6 5% 4%

7 4% 3%

4 4% 3%

3 4% 4%

7 4% 3%

3 5% 4%

4 3% 3%

Q25_Other Mentions


52 28% 24%

38 29% 24%

14 27% 23%

49 28% 24%

11 17% 16%

18 26% 21%

20 48% 36%

CD

52 28% 24%

13 22% 19%

39 31% 26%

52 28% 24%

28 25% 21%

24 34% 28%

52 28% 24%

14 21% 20%

38 32% 26%

43


GR_JobTitle *


Significant difference within groups: ABFGHIJK


TotalOwner

A

Non-Owner

B TotalSmall

C

Medium D

Large E Total

<30years

F

30+years

G Total

<4Techs

H

4+Techs

I Total

<4Bays

J

4+Bays

KSample Size 249 175 74 225 81 91 53 248 77 171 242 152 90 243 90 153

Owner Count

Column %175

70%175

100% B

0 0%

172 76%

65 80%

71 78%

36 68%

174 70%

44 57%

130 76%

F

175 72%

122 80%

I

53 59%

174 72%

74 82%

K

100 65%

Non-Owner Count

Column %74

30%0

0%74

100% A

53 24%

16 20%

20 22%

17 32%

74 30%

33 43%

G

41 24%

67 28%

30 20%

37 41%

H

69 28%

16 18%

53 35%

J

44


GR_Sales *


Significant difference within groups: CDEHIJK


TotalOwner

A

Non-Owner

B TotalSmall

C

Medium D

Large E Total

<30years

F

30+years

G Total

<4Techs

H

4+Techs

I Total

<4Bays

J

4+Bays

KSample Size 225 172 53 225 81 91 53 224 69 155 225 144 81 224 85 139

Small Count

Column %81

36%65

38%16

30%81

36%81

100% DE

0 0%

0 0%

80 36%

24 35%

56 36%

81 36%

75 52%

I

6 7%

81 36%

57 67%

K

24 17%

Medium Count

Column %91

40%71

41%20

38%91

40%0

0%91

100% CE

0 0%

91 41%

23 33%

68 44%

91 40%

60 42%

31 38%

91 41%

25 29%

66 47%

JLarge Count

Column %53

24%36

21%17

32%53

24%0

0%0

0%53

100% CD

53 24%

22 32%

31 20%

53 24%

9 6%

44 54%

H

52 23%

3 4%

49 35%

J

45


GR_Experience *


Significant difference within groups: ABDEFG


TotalOwner

A

Non-Owner

B TotalSmall

C

Medium D

Large E Total

<30years

F

30+years

G Total

<4Techs

H

4+Techs

I Total

<4Bays

J

4+Bays

KSample Size 248 174 74 224 80 91 53 248 77 171 241 151 90 242 89 153<30 years

Count Column %

77 31%

44 25%

33 45%

A

69 31%

24 30%

23 25%

22 42%

D

77 31%

77 100%

G

0 0%

74 31%

40 26%

34 38%

74 31%

25 28%

49 32%

30+ years Count

Column %171

69%130

75% B

41 55%

155 69%

56 70%

68 75%

E

31 58%

171 69%

0 0%

171 100%

F

167 69%

111 74%

56 62%

168 69%

64 72%

104 68%

46


GR_Technicians *




TotalOwner

A

Non-Owner

B TotalSmall

C

Medium D

Large E Total

<30years

F

30+years

G Total

<4Techs

H

4+Techs

I Total

<4Bays

J

4+Bays

KSample Size 242 175 67 225 81 91 53 241 74 167 242 152 90 241 89 152

<4 Techs Count

Column %152

63%122

70% B

30 45%

144 64%

75 93%

DE

60 66%

E

9 17%

151 63%

40 54%

111 66%

152 63%

152 100%

I

0 0%

152 63%

86 97%

K

66 43%

4+ Techs Count

Column %90

37%53

30%37

55% A

81 36%

6 7%

31 34%

C

44 83%

CD

90 37%

34 46%

56 34%

90 37%

0 0%

90 100%

H

89 37%

3 3%

86 57%

J

47


GR_Sr Bays *




TotalOwner

A

Non-Owner

B TotalSmall

C

Medium D

Large E Total

<30years

F

30+years

G Total

<4Techs

H

4+Techs

I Total

<4Bays

J

4+Bays

KSample Size 243 174 69 224 81 91 52 242 74 168 241 152 89 243 90 153

<4 Bays Count

Column %90

37%74

43% B

16 23%

85 38%

57 70%

DE

25 27%

E

3 6%

89 37%

25 34%

64 38%

89 37%

86 57%

I

3 3%

90 37%

90 100%

K

0 0%

4+ Bays Count

Column %153

63%100

57%53

77% A

139 62%

24 30%

66 73%

C

49 94%

CD

153 63%

49 66%

104 62%

152 63%

66 43%

86 97%

H

153 63%

0 0%

153 100%

J

Owner Only

June 16, 2019

Generated by Marketsight®

Table of contents

DEMO Job_Title (Q1. Which one of the following best describes your job title?) 4Industry_Experience * (Q2. How many years of experience do you have working in the industry?) 5Age * (Q3. Which of the following ranges includes your age?) 6BUSINESS Years_Own_Shop * (Q4. For how many years have you owned your own auto repair business?) 7Type_Of_Business * (Q5. Which one of the following most closely describes your primary business) 8Annual_Sales_Volume * (Q6. What is the annual sales volume of your business?) 9Sales_Change_Expectations * (Q7. Do you expect that your 2019 sales volume will be...) 10Technicains * (Q8. How many technicians are employed by your shop?) 11Service_Bays * (Q9. How many service bays do you have at your shop?) 12Q11_Negative_Perception * (Q11. How often do you run into the following scenarios with your customers?) 13Q11_Trust * (Q11. How often do you run into the following scenarios with your customers?) 14Q11_Customer_Approve (Q11. How often do you run into the following scenarios with your customers?) 15Q11_Customer_Come_Back * (Q11. How often do you run into the following scenarios with your customers?) 16Q11_Trouble_reaching_Customer (Q11. How often do you run into the following scenarios with your customers?) 17New_Hires * (Q13. How many employees do you plan to hire over the next 12 months?) 18New_Hire_Title (Q14. If you plan to hire, which of the following job titles/roles will you look to fill?) 19Q15_Recruiting_Source * (Q15. Which one of the following is your primary source for recruiting new technicians?) 20Incentive_Use * (Q17. Do you use any incentives to retain top talent or recruit new talent?) 21Require_Training * (Q19. Formal Training) 22Require_Certification * (Q20. Ongoing Certification) 23Helpful_Shop Management systems * (Q23. How helpful would each of the following types of training be to your auto repair business? (please use a 5-pointscale where 1 =Not at all helpful' and 5 = 'Very helpful')) 24Helpful_Digital Vehicle Inspections * (Q23. How helpful would each of the following types of training be to your auto repair business? (please use a 5-pointscale where 1 =Not at all helpful' and 5 = 'Very helpful')) 25Helpful_Customer_Service_Communication * (Q23. How helpful would each of the following types of training be to your auto repair business? (please use a5-point scale where 1 =Not at all helpful' and 5 = 'Very helpful')) 26Helpful_Recruitment and Retention * (Q23. How helpful would each of the following types of training be to your auto repair business? (please use a 5-pointscale where 1 =Not at all helpful' and 5 = 'Very helpful')) 27Helpful_Strategies to increase AROs and car count * (Q23. How helpful would each of the following types of training be to your auto repair business?(please use a 5-point scale where 1 =Not at all helpful' and 5 = 'Very helpful')) 28Helpful_Establishing effective labor rates (Q23. How helpful would each of the following types of training be to your auto repair business? (please use a 5-point scale where 1 =Not at all helpful' and 5 = 'Very helpful')) 29Helpful_Greater internal communications and efficiencies * (Q23. How helpful would each of the following types of training be to your auto repair business?


(please use a 5-point scale where 1 =Not at all helpful' and 5 = 'Very helpful')) 30Helpful_Shop time management * (Q23. How helpful would each of the following types of training be to your auto repair business? (please use a 5-pointscale where 1 =Not at all helpful' and 5 = 'Very helpful')) 31Helpful_Team Building * (Q23. How helpful would each of the following types of training be to your auto repair business? (please use a 5-point scale where1 =Not at all helpful' and 5 = 'Very helpful')) 32Helpful_Generating repeat business * (Q23. How helpful would each of the following types of training be to your auto repair business? (please use a 5-pointscale where 1 =Not at all helpful' and 5 = 'Very helpful')) 33Post_Retirement_Shop_plans * (Q31. What plans do you have for your auto repair shop when you retire?) 34Q10_What_Done * (Q10. Thinking about your current role, which of the following have you done?) 35MRV_Training_Location * (Q22. Where does the technician training typically take place?) 36MRV_Next_12_Months * (Q24. Which of the following do you plan to invest in A) during the next 12 months, and B) within the next 5 years? (select all thatapply)) 37MRV_Next_5_Years * (Q24. Which of the following do you plan to invest in A) during the next 12 months, and B) within the next 5 years? (select all thatapply)) 39MRV_Software_Used * (Q25. Which Shop Management Software are you currently using?) 40Uncategorized Variables GR_JobTitle 42GR_Sales * 43GR_Experience * 44GR_Technicians * 45GR_Sr Bays * 46


4

Owner Only Generated on June 16, 2019

Job_TitleQ1. Which one of the following best describes your job title?

Confidence Level = 95%Respondents Included = 70%, Filter Applied(Job_Title = Owner)

GR_Sales GR_Experience GR_Technicians GR_Sr Bays

TotalSmall

AMedium

BLarge

C Total

<30years

D

30+years

E Total

<4Techs

F

4+Techs

G Total<4 Bays

H4+ Bays

ISample Size 172 65 71 36 174 44 130 175 122 53 174 74 100

Owner Count

Column %172

100%65

100%71

100%36

100%174

100%44

100%130

100%175

100%122

100%53

100%174

100%74

100%100

100%


Column %0

0%0

0%0

0%0

0%0

0%0

0%0

0%0

0%0

0%0

0%0

0%0

0%0

0%

Service Writer Count

Column %0

0%0

0%0

0%0

0%0

0%0

0%0

0%0

0%0

0%0

0%0

0%0

0%0

0%

Technician Count

Column %0

0%0

0%0

0%0

0%0

0%0

0%0

0%0

0%0

0%0

0%0

0%0

0%0

0%

Other Count

Column %0

0%0

0%0

0%0

0%0

0%0

0%0

0%0

0%0

0%0

0%0

0%0

0%0

0%

5


Industry_Experience *Q2. How many years of experience do you have working in the industry?


Significant difference within groups: BDEIRespondents Included = 70%, Filter Applied(Job_Title = Owner)


TotalSmall

AMedium

BLarge

C Total

<30years

D

30+years

E Total

<4Techs

F

4+Techs

G Total<4 Bays

H4+ Bays

ISample Size 171 64 71 36 174 44 130 174 121 53 173 73 100Less than 5

Count Column %

5 3%

5 8%

B

0 0%

0 0%

5 3%

5 11%

E

0 0%

5 3%

5 4%

0 0%

5 3%

5 7%

I

0 0%

5-9 Count

Column %2

1%2

3%0

0%0

0%2

1%2

5%0

0%2

1%2

2%0

0%2

1%1

1%1

1%

10-19 Count

Column %11

6%4

6%4

6%3

8%11

6%11

25% E

0 0%

11 6%

8 7%

3 6%

11 6%

5 7%

6 6%

20-29 Count

Column %26

15%7

11%10

14%9

25%26

15%26

59% E

0 0%

26 15%

15 12%

11 21%

26 15%

9 12%

17 17%

30+ Count

Column %127

74%46

72%57

80%24

67%130

75%0

0%130

100% D

130 75%

91 75%

39 74%

129 75%

53 73%

76 76%

6


Age *Q3. Which of the following ranges includes your age?


Significant difference within groups: ADERespondents Included = 70%, Filter Applied(Job_Title = Owner)


TotalSmall

AMedium

BLarge

C Total

<30years

D

30+years

E Total

<4Techs

F

4+Techs

G Total<4 Bays

H4+ Bays

ISample Size 171 65 70 36 173 44 129 174 121 53 173 73 100

18-24 Count

Column %0

0%0

0%0

0%0

0%0

0%0

0%0

0%0

0%0

0%0

0%0

0%0

0%0

0%

25-29 Count

Column %1

1%0

0%1

1%0

0%1

1%1

2%0

0%1

1%1

1%0

0%1

1%1

1%0

0%

30-39 Count

Column %6

4%3

5%1

1%2

6%6

3%6

14% E

0 0%

6 3%

4 3%

2 4%

6 3%

1 1%

5 5%

40-49 Count

Column %21

12%3

5%12

17% A

6 17%

21 12%

16 36%

E

5 4%

21 12%

13 11%

8 15%

21 12%

8 11%

13 13%

50-59 Count

Column %59

35%25

38%20

29%14

39%60

35%11

25%49

38%60

34%40

33%20

38%59

34%22

30%37

37%

60+ Count

Column %84

49%34

52%36

51%14

39%85

49%10

23%75

58% D

86 49%

63 52%

23 43%

86 50%

41 56%

45 45%

7


Years_Own_Shop *Q4. For how many years have you owned your own auto repair business?


Significant difference within groups: BDERespondents Included = 70%, Filter Applied(Job_Title = Owner)


TotalSmall

AMedium

BLarge

C Total

<30years

D

30+years

E Total

<4Techs

F

4+Techs

G Total<4 Bays

H4+ Bays

ISample Size 172 65 71 36 174 44 130 175 122 53 174 74 100Less than 5

Count Column %

13 8%

5 8%

6 8%

2 6%

13 7%

7 16%

E

6 5%

13 7%

11 9%

2 4%

13 7%

7 9%

6 6%

5-9 Count

Column %17

10%7

11%6

8%4

11%17

10%12

27% E

5 4%

17 10%

10 8%

7 13%

17 10%

8 11%

9 9%

10-19 Count

Column %29

17%11

17%14

20%4

11%30

17%11

25%19

15%30

17%21

17%9

17%30

17%12

16%18

18%

20-29 Count

Column %45

26%17

26%14

20%14

39% B

44 25%

11 25%

33 25%

45 26%

30 25%

15 28%

45 26%

16 22%

29 29%

30 years or more Count

Column %68

40%25

38%31

44%12

33%70

40%3

7%67

52% D

70 40%

50 41%

20 38%

69 40%

31 42%

38 38%

8


Type_Of_Business *Q5. Which one of the following most closely describes your primary business


Significant difference within groups: FHRespondents Included = 70%, Filter Applied(Job_Title = Owner)


TotalSmall

AMedium

BLarge

C Total

<30years

D

30+years

E Total

<4Techs

F

4+Techs

G Total<4 Bays

H4+ Bays

ISample Size 172 65 71 36 174 44 130 175 122 53 174 74 100

General Repair Shop Count

Column %123

72%47

72%50

70%26

72%125

72%27

61%98

75%126

72%89

73%37

70%125

72%57

77%68

68%

Heavy Duty Trucking Count

Column %2

1%0

0%2

3%0

0%2

1%2

5%0

0%2

1%2

2%0

0%2

1%2

3%0

0%

New Car or Truck DealershipService Center

Count Column %

0 0%

0 0%

0 0%

0 0%

0 0%

0 0%

0 0%

0 0%

0 0%

0 0%

0 0%

0 0%

0 0%

Specialty Repair shop Count

Column %34

20%15

23%14

20%5

14%34

20%9

20%25

19%34

19%26

21%8

15%34

20%14

19%20

20%

Tire Dealership Count

Column %1

1%0

0%0

0%1

3%1

1%1

2%0

0%1

1%1

1%0

0%1

1%0

0%1

1%

Training Facility Count

Column %1

1%0

0%1

1%0

0%1

1%0

0%1

1%1

1%0

0%1

2%1

1%0

0%1

1%

Collision Repair/Body Shop Count

Column %10

6%2

3%4

6%4

11%10

6%5

11%5

4%10

6%3

2%7

13% F

10 6%

0 0%

10 10%

HOther Count

Column %1

1%1

2%0

0%0

0%1

1%0

0%1

1%1

1%1

1%0

0%1

1%1

1%0

0%

9


Annual_Sales_Volume *Q6. What is the annual sales volume of your business?


Significant difference within groups: ABCFGHIRespondents Included = 70%, Filter Applied(Job_Title = Owner)


TotalSmall

AMedium

BLarge

C Total

<30years

D

30+years

E Total

<4Techs

F

4+Techs

G Total<4 Bays

H4+ Bays

ISample Size 172 65 71 36 172 44 128 173 121 52 172 74 98

Less than $100,000 Count

Column %35

20%35

54% BC

0 0%

0 0%

34 20%

7 16%

27 21%

35 20%

33 27%

G

2 4%

35 20%

26 35%

I

9 9%

$100,000 to $199,999 Count

Column %30

17%30

46% BC

0 0%

0 0%

30 17%

11 25%

19 15%

30 17%

29 24%

G

1 2%

30 17%

21 28%

I

9 9%

$200,000 to $499,999 Count

Column %30

17%0

0%30

42% AC

0 0%

30 17%

5 11%

25 20%

30 17%

26 21%

G

4 8%

30 17%

16 22%

14 14%

$500,000 to $749,999 Count

Column %24

14%0

0%24

34% AC

0 0%

24 14%

5 11%

19 15%

24 14%

17 14%

7 13%

24 14%

7 9%

17 17%

$750,000 to $999,999 Count

Column %17

10%0

0%17

24% AC

0 0%

17 10%

4 9%

13 10%

17 10%

9 7%

8 15%

17 10%

1 1%

16 16%

H$1,000,000 or more

Count Column %

36 21%

0 0%

0 0%

36 100%

AB

36 21%

12 27%

24 19%

36 21%

6 5%

30 58%

F

35 20%

2 3%

33 34%

HNot Applicable

Count Column %

0 0%

0 0%

0 0%

0 0%

0 0%

0 0%

0 0%

0 0%

0 0%

0 0%

0 0%

0 0%

0 0%

Prefer not to say Count

Column %0

0%0

0%0

0%0

0%1

1%0

0%1

1%1

1%1

1%0

0%1

1%1

1%0

0%

10


Sales_Change_Expectations *Q7. Do you expect that your 2019 sales volume will be...


Significant difference within groups: ACFGHIRespondents Included = 70%, Filter Applied(Job_Title = Owner)


TotalSmall

AMedium

BLarge

C Total

<30years

D

30+years

E Total

<4Techs

F

4+Techs

G Total<4 Bays

H4+ Bays

ISample Size 172 65 71 36 174 44 130 175 122 53 174 74 100

More than your 2018 salesvolume Count

Column %85

49%23

35%37

52% A

25 69%

A

85 49%

24 55%

61 47%

86 49%

50 41%

36 68%

F

86 49%

27 36%

59 59%

HThe same as your 2018

sales volume Count

Column %67

39%34

52% C

26 37%

7 19%

69 40%

13 30%

56 43%

69 39%

57 47%

G

12 23%

69 40%

40 54%

I

29 29%

Less than your 2018 salesvolume Count

Column %20

12%8

12%8

11%4

11%20

11%7

16%13

10%20

11%15

12%5

9%19

11%7

9%12

12%

11


Technicains *Q8. How many technicians are employed by your shop?




TotalSmall

AMedium

BLarge

C Total

<30years

D

30+years

E Total

<4Techs

F

4+Techs

G Total<4 Bays

H4+ Bays

ISample Size 172 65 71 36 174 44 130 175 122 53 174 74 100

1 Count

Column %38

22%30

46% BC

8 11%

C

0 0%

38 22%

12 27%

26 20%

39 22%

39 32%

G

0 0%

39 22%

30 41%

I

9 9%

2-3 Count

Column %67

39%18

28%43

61% AC

6 17%

68 39%

17 39%

51 39%

68 39%

68 56%

G

0 0%

68 39%

29 39%

39 39%

4-6 Count

Column %44

26%3

5%19

27% A

22 61%

AB

45 26%

11 25%

34 26%

45 26%

0 0%

45 85%

F

44 25%

2 3%

42 42%

H7 or more

Count Column %

8 5%

0 0%

0 0%

8 22%

AB

8 5%

3 7%

5 4%

8 5%

0 0%

8 15%

F

8 5%

0 0%

8 8%

HNone, just me

Count Column %

15 9%

14 22%

BC

1 1%

0 0%

15 9%

1 2%

14 11%

15 9%

15 12%

G

0 0%

15 9%

13 18%

I

2 2%

12


Service_Bays *Q9. How many service bays do you have at your shop?




TotalSmall

AMedium

BLarge

C Total

<30years

D

30+years

E Total

<4Techs

F

4+Techs

G Total<4 Bays

H4+ Bays

ISample Size 171 65 71 35 173 44 129 174 122 52 174 74 100

1-3 Count

Column %73

43%47

72% BC

24 34%

C

2 6%

73 42%

20 45%

53 41%

74 43%

72 59%

G

2 4%

74 43%

74 100%

I

0 0%

4-9 Count

Column %75

44%17

26%41

58% A

17 49%

A

77 45%

19 43%

58 45%

77 44%

43 35%

34 65%

F

77 44%

0 0%

77 77%

H10 or more

Count Column %

23 13%

1 2%

6 8%

16 46%

AB

23 13%

5 11%

18 14%

23 13%

7 6%

16 31%

F

23 13%

0 0%

23 23%

H

13


Q11_Negative_Perception *Q11. How often do you run into the following scenarios with your customers?


Significant difference within groups: IRespondents Included = 70%, Filter Applied(Job_Title = Owner)


TotalSmall

AMedium

BLarge

C Total

<30years

D

30+years

E Total

<4Techs

F

4+Techs

G Total<4 Bays

H4+ Bays

ISample Size 163 64 65 34 163 42 121 164 114 50 163 68 951 = Never

Count Column %

15 9%

8 13%

5 8%

2 6%

15 9%

3 7%

12 10%

15 9%

10 9%

5 10%

15 9%

4 6%

11 12%

2 Count

Column %37

23%11

17%15

23%11

32%38

23%7

17%31

26%38

23%24

21%14

28%38

23%14

21%24

25%

3 Count

Column %88

54%32

50%38

58%18

53%87

53%24

57%63

52%88

54%64

56%24

48%87

53%36

53%51

54%

4 Count

Column %16

10%8

13%6

9%2

6%16

10%5

12%11

9%16

10%11

10%5

10%16

10%10

15%6

6%

5 = Always Count

Column %7

4%5

8%1

2%1

3%7

4%3

7%4

3%7

4%5

4%2

4%7

4%4

6%3

3%

Sometimes+ Count

Column %111

68%45

70%45

69%21

62%110

67%32

76%78

64%111

68%80

70%31

62%110

67%50

74%60

63%

Bottom 2 Count

Column %52

32%19

30%20

31%13

38%53

33%10

24%43

36%53

32%34

30%19

38%53

33%18

26%35

37%

Mean 2.77 2.86 2.74 2.68 2.77 2.95 2.70 2.77 2.80 2.70 2.77 2.94 I

2.64

14


Q11_Trust *Q11. How often do you run into the following scenarios with your customers?


Significant difference within groups: DEHIRespondents Included = 70%, Filter Applied(Job_Title = Owner)


TotalSmall

AMedium

BLarge

C Total

<30years

D

30+years

E Total

<4Techs

F

4+Techs

G Total<4 Bays

H4+ Bays


Count Column %

78 48%

29 45%

34 52%

15 44%

78 48%

18 43%

60 50%

79 48%

55 48%

24 48%

79 48%

30 44%

49 52%

2 Count

Column %68

42%25

39%27

42%16

47%68

42%15

36%53

44%68

41%47

41%21

42%67

41%26

38%41

43%

3 Count

Column %13

8%6

9%4

6%3

9%13

8%7

17% E

6 5%

13 8%

8 7%

5 10%

13 8%

9 13%

I

4 4%

4 Count

Column %4

2%4

6%0

0%0

0%4

2%2

5%2

2%4

2%4

4%0

0%4

2%3

4%1

1%

5 = Always Count

Column %0

0%0

0%0

0%0

0%0

0%0

0%0

0%0

0%0

0%0

0%0

0%0

0%0

0%

Sometimes+ Count

Column %17

10%10

16%4

6%3

9%17

10%9

21% E

8 7%

17 10%

12 11%

5 10%

17 10%

12 18%

I

5 5%

Bottom 2 Count

Column %146

90%54

84%61

94%31

91%146

90%33

79%113

93% D

147 90%

102 89%

45 90%

146 90%

56 82%

90 95%

HMean 1.65 1.77 1.54 1.65 1.65 1.83 1.59 1.65 1.66 1.62 1.64 1.78

I1.55

15


Q11_Customer_ApproveQ11. How often do you run into the following scenarios with your customers?



TotalSmall

AMedium

BLarge

C Total

<30years

D

30+years

E Total

<4Techs

F

4+Techs

G Total<4 Bays

H4+ Bays


Count Column %

21 13%

11 17%

9 14%

1 3%

21 13%

7 17%

14 12%

21 13%

17 15%

4 8%

21 13%

9 13%

12 13%

2 Count

Column %81

50%27

42%35

54%19

59%81

50%21

50%60

50%82

51%53

47%29

59%82

51%30

44%52

55%

3 Count

Column %54

34%26

41%17

26%11

34%54

34%14

33%40

34%54

33%40

35%14

29%54

33%27

40%27

29%

4 Count

Column %4

2%0

0%3

5%1

3%4

2%0

0%4

3%4

2%3

3%1

2%4

2%2

3%2

2%

5 = Always Count

Column %1

1%0

0%1

2%0

0%1

1%0

0%1

1%1

1%0

0%1

2%1

1%0

0%1

1%

Sometimes+ Count

Column %59

37%26

41%21

32%12

38%59

37%14

33%45

38%59

36%43

38%16

33%59

36%29

43%30

32%

Bottom 2 Count

Column %102

63%38

59%44

68%20

63%102

63%28

67%74

62%103

64%70

62%33

67%103

64%39

57%64

68%

Mean 2.27 2.23 2.26 2.38 2.27 2.17 2.31 2.27 2.26 2.31 2.27 2.32 2.23

16


Q11_Customer_Come_Back *Q11. How often do you run into the following scenarios with your customers?


Significant difference within groups: HIRespondents Included = 70%, Filter Applied(Job_Title = Owner)


TotalSmall

AMedium

BLarge

C Total

<30years

D

30+years

E Total

<4Techs

F

4+Techs

G Total<4 Bays

H4+ Bays


Count Column %

31 19%

10 16%

13 20%

8 24%

31 19%

8 20%

23 19%

31 19%

18 16%

13 26%

31 19%

9 13%

22 24%

2 Count

Column %66

41%24

39%30

47%12

35%67

42%17

41%50

42%67

42%49

44%18

36%67

42%26

39%41

44%

3 Count

Column %50

31%22

35%16

25%12

35%50

31%14

34%36

30%50

31%33

30%17

34%50

31%26

39%24

26%

4 Count

Column %10

6%4

6%5

8%1

3%9

6%2

5%7

6%10

6%9

8%1

2%10

6%5

7%5

5%

5 = Always Count

Column %3

2%2

3%0

0%1

3%3

2%0

0%3

3%3

2%2

2%1

2%2

1%1

1%1

1%

Sometimes+ Count

Column %63

39%28

45%21

33%14

41%62

39%16

39%46

39%63

39%44

40%19

38%62

39%32

48% I

30 32%

Bottom 2 Count

Column %97

61%34

55%43

67%20

59%98

61%25

61%73

61%98

61%67

60%31

62%98

61%35

52%63

68% H

Mean 2.30 2.42 2.20 2.26 2.29 2.24 2.30 2.30 2.35 2.18 2.28 2.45 I

2.16

17


Q11_Trouble_reaching_CustomerQ11. How often do you run into the following scenarios with your customers?



TotalSmall

AMedium

BLarge

C Total

<30years

D

30+years

E Total

<4Techs

F

4+Techs

G Total<4 Bays

H4+ Bays


Count Column %

47 29%

21 33%

20 31%

6 18%

47 29%

15 36%

32 26%

47 29%

37 32%

10 20%

47 29%

21 31%

26 27%

2 Count

Column %53

33%21

33%18

28%14

41%53

33%12

29%41

34%54

33%36

32%18

36%54

33%25

37%29

31%

3 Count

Column %52

32%18

28%23

35%11

32%52

32%13

31%39

32%52

32%34

30%18

36%51

31%18

26%33

35%

4 Count

Column %10

6%3

5%4

6%3

9%10

6%2

5%8

7%10

6%6

5%4

8%10

6%4

6%6

6%

5 = Always Count

Column %1

1%1

2%0

0%0

0%1

1%0

0%1

1%1

1%1

1%0

0%1

1%0

0%1

1%

Sometimes+ Count

Column %63

39%22

34%27

42%14

41%63

39%15

36%48

40%63

38%41

36%22

44%62

38%22

32%40

42%

Bottom 2 Count

Column %100

61%42

66%38

58%20

59%100

61%27

64%73

60%101

62%73

64%28

56%101

62%46

68%55

58%

Mean 2.17 2.09 2.17 2.32 2.17 2.05 2.21 2.17 2.11 2.32 2.17 2.07 2.23

18


New_Hires *Q13. How many employees do you plan to hire over the next 12 months?


Significant difference within groups: ABCEFGHIRespondents Included = 70%, Filter Applied(Job_Title = Owner)


TotalSmall

AMedium

BLarge

C Total

<30years

D

30+years

E Total

<4Techs

F

4+Techs

G Total<4 Bays

H4+ Bays

ISample Size 160 63 64 33 160 41 119 161 112 49 160 66 94

None Count

Column %79

49%45

71% BC

27 42%

C

7 21%

78 49%

15 37%

63 53%

79 49%

66 59%

G

13 27%

79 49%

49 74%

I

30 32%

1-3 Count

Column %78

49%18

29%36

56% A

24 73%

A

79 49%

26 63%

E

53 45%

79 49%

46 41%

33 67%

F

78 49%

17 26%

61 65%

H4 or more

Count Column %

3 2%

0 0%

1 2%

2 6%

3 2%

0 0%

3 3%

3 2%

0 0%

3 6%

F

3 2%

0 0%

3 3%

19


New_Hire_TitleQ14. If you plan to hire, which of the following job titles/roles will you look to fill?



TotalSmall

AMedium

BLarge

C Total

<30years

D

30+years

E Total

<4Techs

F

4+Techs

G Total<4 Bays

H4+ Bays

ISample Size 81 18 37 26 82 26 56 82 46 36 81 17 64

Lead Technician Count

Column %11

14%3

17%4

11%4

15%12

15%4

15%8

14%12

15%9

20%3

8%12

15%2

12%10

16%

Technician Count

Column %55

68%12

67%26

70%17

65%55

67%18

69%37

66%55

67%32

70%23

64%54

67%14

82%40

63%


Column %3

4%1

6%1

3%1

4%3

4%1

4%2

4%3

4%1

2%2

6%3

4%0

0%3

5%

Superintendent/Foreman Count

Column %2

2%0

0%1

3%1

4%2

2%0

0%2

4%2

2%0

0%2

6%2

2%0

0%2

3%

Service Manager Count

Column %3

4%0

0%3

8%0

0%3

4%1

4%2

4%3

4%2

4%1

3%3

4%0

0%3

5%

Sales/Marketing Count

Column %3

4%0

0%1

3%2

8%3

4%1

4%2

4%3

4%1

2%2

6%3

4%0

0%3

5%

Administrative Count

Column %3

4%2

11%0

0%1

4%3

4%1

4%2

4%3

4%1

2%2

6%3

4%1

6%2

3%

Other Count

Column %1

1%0

0%1

3%0

0%1

1%0

0%1

2%1

1%0

0%1

3%1

1%0

0%1

2%

20


Q15_Recruiting_Source *Q15. Which one of the following is your primary source for recruiting new technicians?


Significant difference within groups: ABRespondents Included = 70%, Filter Applied(Job_Title = Owner)


TotalSmall

AMedium

BLarge

C Total

<30years

D

30+years

E Total

<4Techs

F

4+Techs

G Total<4 Bays

H4+ Bays

ISample Size 132 39 60 33 133 37 96 133 84 49 132 43 89

Tech School Count

Column %15

11%8

21% B

3 5%

4 12%

15 11%

5 14%

10 10%

15 11%

10 12%

5 10%

15 11%

8 19%

7 8%

Job recruiting website (e.g.Monster.com, Indeed.com)

Count Column %

18 14%

1 3%

8 13%

9 27%

A

18 14%

7 19%

11 11%

18 14%

11 13%

7 14%

18 14%

5 12%

13 15%

Local newspaper classifiedad

Count Column %

4 3%

2 5%

1 2%

1 3%

5 4%

1 3%

4 4%

5 4%

2 2%

3 6%

5 4%

1 2%

4 4%

Internet advertising Count

Column %17

13%3

8%9

15%5

15%17

13%6

16%11

11%17

13%9

11%8

16%16

12%2

5%14

16%

Word of mouth Count

Column %72

55%23

59%35

58%14

42%72

54%15

41%57

59%72

54%48

57%24

49%72

55%25

58%47

53%

Other Count

Column %6

5%2

5%4

7%0

0%6

5%3

8%3

3%6

5%4

5%2

4%6

5%2

5%4

4%

21


Incentive_Use *Q17. Do you use any incentives to retain top talent or recruit new talent?




TotalSmall

AMedium

BLarge

C Total

<30years

D

30+years

E Total

<4Techs

F

4+Techs

G Total<4 Bays

H4+ Bays

ISample Size 152 57 62 33 152 41 111 153 104 49 152 59 93

Yes Count

Column %69

45%12

21%32

52% A

25 76%

AB

70 46%

20 49%

50 45%

70 46%

37 36%

33 67%

F

70 46%

15 25%

55 59%

HNo

Count Column %

83 55%

45 79%

BC

30 48%

C

8 24%

82 54%

21 51%

61 55%

83 54%

67 64%

G

16 33%

82 54%

44 75%

I

38 41%

22


Require_Training *Q19. Formal Training


Significant difference within groups: AFHIRespondents Included = 70%, Filter Applied(Job_Title = Owner)


TotalSmall

AMedium

BLarge

C Total

<30years

D

30+years

E Total

<4Techs

F

4+Techs

G Total<4 Bays

H4+ Bays

ISample Size 142 52 58 32 141 39 102 142 95 47 141 53 88


Column %76

54%21

40%33

57%22

69% A

76 54%

21 54%

55 54%

76 54%

44 46%

32 68%

F

75 53%

21 40%

54 61%

HEvery 4-5 years

Count Column %

5 4%

2 4%

3 5%

0 0%

5 4%

3 8%

2 2%

5 4%

5 5%

0 0%

5 4%

2 4%

3 3%


Column %0

0%0

0%0

0%0

0%0

0%0

0%0

0%0

0%0

0%0

0%0

0%0

0%0

0%


Column %57

40%27

52%20

34%10

31%56

40%13

33%43

42%57

40%42

44%15

32%57

40%27

51% I

30 34%

I do not know Count

Column %4

3%2

4%2

3%0

0%4

3%2

5%2

2%4

3%4

4%0

0%4

3%3

6%1

1%

23


Require_Certification *Q20. Ongoing Certification


Significant difference within groups: CFIRespondents Included = 70%, Filter Applied(Job_Title = Owner)


TotalSmall

AMedium

BLarge

C Total

<30years

D

30+years

E Total

<4Techs

F

4+Techs

G Total<4 Bays

H4+ Bays

ISample Size 141 52 59 30 140 38 102 141 96 45 140 53 87


Column %65

46%19

37%29

49%17

57%65

46%20

53%45

44%65

46%43

45%22

49%64

46%19

36%45

52%

Every 4-5 years Count

Column %13

9%2

4%6

10%5

17%13

9%4

11%9

9%13

9%5

5%8

18% F

13 9%

3 6%

10 11%


Column %1

1%1

2%0

0%0

0%1

1%1

3%0

0%1

1%1

1%0

0%1

1%0

0%1

1%


Column %59

42%29

56% C

22 37%

8 27%

58 41%

11 29%

47 46%

59 42%

45 47%

14 31%

59 42%

29 55%

I

30 34%

I do not know Count

Column %3

2%1

2%2

3%0

0%3

2%2

5%1

1%3

2%2

2%1

2%3

2%2

4%1

1%

24


Helpful_Shop Management systems *Q23. How helpful would each of the following types of training be to your auto repair business? (please use a 5-point scale where 1 =Not at all helpful' and 5 = 'Very helpful')




TotalSmall

AMedium

BLarge

C Total

<30years

D

30+years

E Total

<4Techs

F

4+Techs

G Total<4 Bays

H4+ Bays

ISample Size 138 55 54 29 137 39 98 138 95 43 137 57 80


Column %22

16%13

24% B

5 9%

4 14%

22 16%

7 18%

15 15%

22 16%

17 18%

5 12%

21 15%

11 19%

10 13%

2 Count

Column %26

19%8

15%11

20%7

24%26

19%9

23%17

17%26

19%16

17%10

23%26

19%9

16%17

21%

3 Count

Column %40

29%19

35%14

26%7

24%39

28%9

23%30

31%40

29%30

32%10

23%40

29%16

28%24

30%

4 Count

Column %21

15%4

7%14

26% A

3 10%

21 15%

3 8%

18 18%

21 15%

13 14%

8 19%

21 15%

8 14%

13 16%


Column %29

21%11

20%10

19%8

28%29

21%11

28%18

18%29

21%19

20%10

23%29

21%13

23%16

20%

Top 2 Count

Column %50

36%15

27%24

44%11

38%50

36%14

36%36

37%50

36%32

34%18

42%50

36%21

37%29

36%

Mean 3.07 2.85 3.24 3.14 3.07 3.05 3.07 3.07 3.01 3.19 3.08 3.05 3.10

25


Helpful_Digital Vehicle Inspections *Q23. How helpful would each of the following types of training be to your auto repair business? (please use a 5-point scale where 1 =Not at all helpful' and 5 = 'Very helpful')


Significant difference within groups: HRespondents Included = 70%, Filter Applied(Job_Title = Owner)


TotalSmall

AMedium

BLarge

C Total

<30years

D

30+years

E Total

<4Techs

F

4+Techs

G Total<4 Bays

H4+ Bays

ISample Size 135 55 53 27 134 38 96 135 95 40 134 57 77


Column %29

21%17

31%8

15%4

15%29

22%12

32%17

18%29

21%21

22%8

20%29

22%13

23%16

21%

2 Count

Column %28

21%12

22%10

19%6

22%28

21%7

18%21

22%28

21%21

22%7

18%27

20%13

23%14

18%

3 Count

Column %34

25%11

20%16

30%7

26%33

25%7

18%26

27%34

25%22

23%12

30%34

25%19

33%15

19%

4 Count

Column %21

16%6

11%12

23%3

11%21

16%5

13%16

17%21

16%16

17%5

13%21

16%6

11%15

19%


Column %23

17%9

16%7

13%7

26%23

17%7

18%16

17%23

17%15

16%8

20%23

17%6

11%17

22%

Top 2 Count

Column %44

33%15

27%19

36%10

37%44

33%12

32%32

33%44

33%31

33%13

33%44

33%12

21%32

42% H

Mean 2.86 2.60 3.00 3.11 2.86 2.68 2.93 2.86 2.82 2.95 2.87 2.63 3.04

26


Helpful_Customer_Service_Communication *Q23. How helpful would each of the following types of training be to your auto repair business? (please use a 5-point scale where 1 =Not at all helpful' and 5 = 'Very helpful')


Significant difference within groups: ERespondents Included = 70%, Filter Applied(Job_Title = Owner)


TotalSmall

AMedium

BLarge

C Total

<30years

D

30+years

E Total

<4Techs

F

4+Techs

G Total<4 Bays

H4+ Bays

ISample Size 138 54 54 30 137 39 98 138 94 44 137 56 81


Column %13

9%7

13%3

6%3

10%13

9%7

18% E

6 6%

13 9%

9 10%

4 9%

13 9%

6 11%

7 9%

2 Count

Column %18

13%7

13%8

15%3

10%17

12%5

13%12

12%18

13%15

16%3

7%18

13%8

14%10

12%

3 Count

Column %34

25%12

22%15

28%7

23%34

25%7

18%27

28%34

25%23

24%11

25%34

25%16

29%18

22%

4 Count

Column %39

28%14

26%17

31%8

27%39

28%9

23%30

31%39

28%24

26%15

34%38

28%11

20%27

33%


Column %34

25%14

26%11

20%9

30%34

25%11

28%23

23%34

25%23

24%11

25%34

25%15

27%19

23%

Top 2 Count

Column %73

53%28

52%28

52%17

57%73

53%20

51%53

54%73

53%47

50%26

59%72

53%26

46%46

57%

Mean 3.46 3.39 3.46 3.57 3.47 3.31 3.53 3.46 3.39 3.59 3.45 3.38 3.51

27


Helpful_Recruitment and Retention *Q23. How helpful would each of the following types of training be to your auto repair business? (please use a 5-point scale where 1 =Not at all helpful' and 5 = 'Very helpful')


Significant difference within groups: ABCEFGHIRespondents Included = 70%, Filter Applied(Job_Title = Owner)


TotalSmall

AMedium

BLarge

C Total

<30years

D

30+years

E Total

<4Techs

F

4+Techs

G Total<4 Bays

H4+ Bays

ISample Size 137 54 53 30 136 39 97 137 93 44 136 55 81


Column %29

21%19

35% BC

9 17%

1 3%

29 21%

5 13%

24 25%

29 21%

25 27%

G

4 9%

29 21%

20 36%

I

9 11%

2 Count

Column %24

18%10

19%10

19%4

13%23

17%7

18%16

16%24

18%17

18%7

16%23

17%10

18%13

16%

3 Count

Column %31

23%11

20%12

23%8

27%31

23%9

23%22

23%31

23%23

25%8

18%31

23%13

24%18

22%

4 Count

Column %37

27%11

20%17

32%9

30%37

27%9

23%28

29%37

27%22

24%15

34%37

27%9

16%28

35% H


Column %16

12%3

6%5

9%8

27% AB

16 12%

9 23%

E

7 7%

16 12%

6 6%

10 23%

F

16 12%

3 5%

13 16%

Top 2 Count

Column %53

39%14

26%22

42%17

57% A

53 39%

18 46%

35 36%

53 39%

28 30%

25 57%

F

53 39%

12 22%

41 51%

HMean 2.91 2.43 2.98

A3.63 AB

2.91 3.26 2.77 2.91 2.65 3.45 F

2.91 2.36 3.28 H

28


Helpful_Strategies to increase AROs and car count *Q23. How helpful would each of the following types of training be to your auto repair business? (please use a 5-point scale where 1 =Not at all helpful' and 5 = 'Very helpful')


Significant difference within groups: AEFRespondents Included = 70%, Filter Applied(Job_Title = Owner)


TotalSmall

AMedium

BLarge

C Total

<30years

D

30+years

E Total

<4Techs

F

4+Techs

G Total<4 Bays

H4+ Bays

ISample Size 138 54 54 30 137 39 98 138 94 44 137 56 81


Column %25

18%15

28%7

13%3

10%25

18%7

18%18

18%25

18%20

21%5

11%25

18%13

23%12

15%

2 Count

Column %17

12%9

17%4

7%4

13%16

12%4

10%12

12%17

12%12

13%5

11%17

12%8

14%9

11%

3 Count

Column %45

33%15

28%22

41%8

27%45

33%8

21%37

38%45

33%33

35%12

27%45

33%19

34%26

32%

4 Count

Column %29

21%8

15%13

24%8

27%29

21%10

26%19

19%29

21%16

17%13

30%28

20%8

14%20

25%


Column %22

16%7

13%8

15%7

23%22

16%10

26%12

12%22

16%13

14%9

20%22

16%8

14%14

17%

Top 2 Count

Column %51

37%15

28%21

39%15

50% A

51 37%

20 51%

E

31 32%

51 37%

29 31%

22 50%

F

50 36%

16 29%

34 42%

Mean 3.04 2.69 3.20 A

3.40 A

3.05 3.31 2.95 3.04 2.89 3.36 F

3.04 2.82 3.19

29


Helpful_Establishing effective labor ratesQ23. How helpful would each of the following types of training be to your auto repair business? (please use a 5-point scale where 1 =Not at all helpful' and 5 = 'Very helpful')



TotalSmall

AMedium

BLarge

C Total

<30years

D

30+years

E Total

<4Techs

F

4+Techs

G Total<4 Bays

H4+ Bays

ISample Size 139 55 54 30 138 39 99 139 96 43 138 58 80


Column %19

14%12

22%5

9%2

7%19

14%6

15%13

13%19

14%17

18%2

5%19

14%10

17%9

11%

2 Count

Column %11

8%5

9%5

9%1

3%11

8%2

5%9

9%11

8%6

6%5

12%11

8%5

9%6

8%

3 Count

Column %35

25%11

20%13

24%11

37%34

25%8

21%26

26%35

25%22

23%13

30%34

25%13

22%21

26%

4 Count

Column %44

32%14

25%22

41%8

27%44

32%12

31%32

32%44

32%29

30%15

35%44

32%16

28%28

35%


Column %30

22%13

24%9

17%8

27%30

22%11

28%19

19%30

22%22

23%8

19%30

22%14

24%16

20%

Top 2 Count

Column %74

53%27

49%31

57%16

53%74

54%23

59%51

52%74

53%51

53%23

53%74

54%30

52%44

55%

Mean 3.40 3.20 3.46 3.63 3.40 3.51 3.35 3.40 3.34 3.51 3.40 3.33 3.45

30


Helpful_Greater internal communications and efficiencies *Q23. How helpful would each of the following types of training be to your auto repair business? (please use a 5-point scale where 1 =Not at all helpful' and 5 = 'Very helpful')


Significant difference within groups: ABCGHIRespondents Included = 70%, Filter Applied(Job_Title = Owner)


TotalSmall

AMedium

BLarge

C Total

<30years

D

30+years

E Total

<4Techs

F

4+Techs

G Total<4 Bays

H4+ Bays

ISample Size 138 55 53 30 137 38 99 138 95 43 137 57 80


Column %25

18%18

33% BC

6 11%

1 3%

25 18%

6 16%

19 19%

25 18%

22 23%

G

3 7%

25 18%

16 28%

I

9 11%

2 Count

Column %16

12%6

11%7

13%3

10%16

12%4

11%12

12%16

12%10

11%6

14%15

11%5

9%10

13%

3 Count

Column %42

30%14

25%18

34%10

33%41

30%12

32%29

29%42

30%29

31%13

30%42

31%17

30%25

31%

4 Count

Column %29

21%9

16%11

21%9

30%29

21%7

18%22

22%29

21%16

17%13

30%29

21%10

18%19

24%


Column %26

19%8

15%11

21%7

23%26

19%9

24%17

17%26

19%18

19%8

19%26

19%9

16%17

21%

Top 2 Count

Column %55

40%17

31%22

42%16

53% A

55 40%

16 42%

39 39%

55 40%

34 36%

21 49%

55 40%

19 33%

36 45%

Mean 3.11 2.69 3.26 A

3.60 A

3.11 3.24 3.06 3.11 2.98 3.40 3.12 2.84 3.31 H

31


Helpful_Shop time management *Q23. How helpful would each of the following types of training be to your auto repair business? (please use a 5-point scale where 1 =Not at all helpful' and 5 = 'Very helpful')


Significant difference within groups: CIRespondents Included = 70%, Filter Applied(Job_Title = Owner)


TotalSmall

AMedium

BLarge

C Total

<30years

D

30+years

E Total

<4Techs

F

4+Techs

G Total<4 Bays

H4+ Bays

ISample Size 141 57 54 30 140 39 101 141 97 44 140 59 81


Column %17

12%12

21% C

4 7%

1 3%

17 12%

5 13%

12 12%

17 12%

15 15%

2 5%

17 12%

12 20%

I

5 6%

2 Count

Column %16

11%6

11%5

9%5

17%16

11%4

10%12

12%16

11%9

9%7

16%16

11%5

8%11

14%

3 Count

Column %38

27%14

25%17

31%7

23%37

26%7

18%30

30%38

27%27

28%11

25%38

27%16

27%22

27%

4 Count

Column %33

23%12

21%11

20%10

33%33

24%12

31%21

21%33

23%19

20%14

32%32

23%11

19%21

26%


Column %37

26%13

23%17

31%7

23%37

26%11

28%26

26%37

26%27

28%10

23%37

26%15

25%22

27%

Top 2 Count

Column %70

50%25

44%28

52%17

57%70

50%23

59%47

47%70

50%46

47%24

55%69

49%26

44%43

53%

Mean 3.40 3.14 3.59 3.57 3.41 3.51 3.37 3.40 3.35 3.52 3.40 3.20 3.54

32


Helpful_Team Building *Q23. How helpful would each of the following types of training be to your auto repair business? (please use a 5-point scale where 1 =Not at all helpful' and 5 = 'Very helpful')




TotalSmall

AMedium

BLarge

C Total

<30years

D

30+years

E Total

<4Techs

F

4+Techs

G Total<4 Bays

H4+ Bays

ISample Size 137 53 54 30 137 39 98 137 93 44 136 55 81


Column %29

21%19

36% BC

9 17%

1 3%

29 21%

5 13%

24 24%

29 21%

26 28%

G

3 7%

29 21%

19 35%

I

10 12%

2 Count

Column %18

13%10

19%4

7%4

13%18

13%7

18%11

11%18

13%13

14%5

11%18

13%5

9%13

16%

3 Count

Column %30

22%6

11%19

35% A

5 17%

30 22%

5 13%

25 26%

30 22%

21 23%

9 20%

30 22%

12 22%

18 22%

4 Count

Column %35

26%9

17%13

24%13

43% A

35 26%

13 33%

22 22%

35 26%

16 17%

19 43%

F

34 25%

10 18%

24 30%


Column %25

18%9

17%9

17%7

23%25

18%9

23%16

16%25

18%17

18%8

18%25

18%9

16%16

20%

Top 2 Count

Column %60

44%18

34%22

41%20

67% AB

60 44%

22 56%

38 39%

60 44%

33 35%

27 61%

F

59 43%

19 35%

40 49%

Mean 3.07 2.60 3.17 A

3.70 A

3.07 3.36 2.95 3.07 2.84 3.55 F

3.06 2.73 3.28 H

33


Helpful_Generating repeat business *Q23. How helpful would each of the following types of training be to your auto repair business? (please use a 5-point scale where 1 =Not at all helpful' and 5 = 'Very helpful')


Significant difference within groups: CFRespondents Included = 70%, Filter Applied(Job_Title = Owner)


TotalSmall

AMedium

BLarge

C Total

<30years

D

30+years

E Total

<4Techs

F

4+Techs

G Total<4 Bays

H4+ Bays

ISample Size 141 57 54 30 140 39 101 141 97 44 140 59 81


Column %17

12%11

19% C

6 11%

0 0%

17 12%

7 18%

10 10%

17 12%

15 15%

2 5%

17 12%

8 14%

9 11%

2 Count

Column %18

13%7

12%5

9%6

20%18

13%2

5%16

16%18

13%10

10%8

18%18

13%4

7%14

17%

3 Count

Column %31

22%9

16%15

28%7

23%31

22%7

18%24

24%31

22%23

24%8

18%31

22%14

24%17

21%

4 Count

Column %29

21%11

19%11

20%7

23%28

20%8

21%20

20%29

21%15

15%14

32% F

29 21%

12 20%

17 21%


Column %46

33%19

33%17

31%10

33%46

33%15

38%31

31%46

33%34

35%12

27%45

32%21

36%24

30%

Top 2 Count

Column %75

53%30

53%28

52%17

57%74

53%23

59%51

50%75

53%49

51%26

59%74

53%33

56%41

51%

Mean 3.49 3.35 3.52 3.70 3.49 3.56 3.46 3.49 3.44 3.59 3.48 3.58 3.41

34


Post_Retirement_Shop_plans *Q31. What plans do you have for your auto repair shop when you retire?


Significant difference within groups: ABCFHIRespondents Included = 70%, Filter Applied(Job_Title = Owner)


TotalSmall

AMedium

BLarge

C Total

<30years

D

30+years

E Total

<4Techs

F

4+Techs

G Total<4 Bays

H4+ Bays

ISample Size 93 36 38 19 93 26 67 93 68 25 93 37 56

I plan to sell the business Count

Column %48

52%14

39%25

66% A

9 47%

48 52%

16 62%

32 48%

48 52%

38 56%

10 40%

48 52%

21 57%

27 48%

I plan to pass the businesson to a family member

Count Column %

24 26%

5 14%

9 24%

10 53%

AB

24 26%

6 23%

18 27%

24 26%

11 16%

13 52%

F

24 26%

3 8%

21 38%

HI plan to close the business

Count Column %

16 17%

12 33%

BC

4 11%

0 0%

16 17%

4 15%

12 18%

16 17%

14 21%

2 8%

16 17%

10 27%

I

6 11%

Other Count

Column %5

5%5

14% B

0 0%

0 0%

5 5%

0 0%

5 7%

5 5%

5 7%

0 0%

5 5%

3 8%

2 4%

35


Q10_What_Done *Q10. Thinking about your current role, which of the following have you done?




TotalSmall

AMedium

BLarge

C Total

<30years

D

30+years

E Total

<4Techs

F

4+Techs

G Total<4 Bays

H4+ Bays

ISample Size 172 65 71 36 174 44 130 175 122 53 174 74 100Valid Cases 172 65 71 36 174 44 130 175 122 53 174 74 100

Total Mentions 222 77 98 47 224 66 158 225 153 72 224 92 132Q10_Created_Job


% Total Mentions

50 29% 23%

27 42% 35%

BC

17 24% 17%

6 17% 13%

49 28% 22%

16 36% 24%

33 25% 21%

50 29% 22%

38 31% 25%

12 23% 17%

50 29% 22%

29 39% 32%

I

21 21% 16%

Q10_Opened_shop Mentions


107 62% 48%

42 65% 55%

C

52 73% 53%

C

13 36% 28%

108 62% 48%

29 66% 44%

79 61% 50%

108 62% 48%

82 67% 54%

G

26 49% 36%

107 61% 48%

46 62% 50%

61 61% 46%

Q10_Built_Sustainable_Business


% Total Mentions

65 38% 29%

8 12% 10%

29 41% 30%

A

28 78% 60%

AB

67 39% 30%

21 48% 32%

46 35% 29%

67 38% 30%

33 27% 22%

34 64% 47%

F

67 39% 30%

17 23% 18%

50 50% 38%

H

36


MRV_Training_Location *Q22. Where does the technician training typically take place?




TotalSmall

AMedium

BLarge

C Total

<30years

D

30+years

E Total

<4Techs

F

4+Techs

G Total<4 Bays

H4+ Bays


Total Mentions 123 38 48 37 123 41 82 123 73 50 121 36 85Training_At your shop


% Total Mentions

26 32% 21%

13 52% 34%

B

8 23% 17%

5 23% 14%

26 32% 21%

11 48% 27%

15 25% 18%

26 32% 21%

18 35% 25%

8 26% 16%

25 31% 21%

10 38% 28%

15 27% 18%

Training_Online Mentions


31 38% 25%

9 36% 24%

9 26% 19%

13 59% 35%

B

31 38% 25%

12 52% 29%

19 32% 23%

31 38% 25%

16 31% 22%

15 48% 30%

31 38% 26%

8 31% 22%

23 42% 27%

Training_Offsite location Mentions


66 80% 54%

16 64% 42%

31 89% 65%

A

19 86% 51%

66 80% 54%

18 78% 44%

48 81% 59%

66 80% 54%

39 76% 53%

27 87% 54%

65 80% 54%

18 69% 50%

47 85% 55%

37




Significant difference within groups: ABFHRespondents Included = 70%, Filter Applied(Job_Title = Owner)


TotalSmall

AMedium

BLarge

C Total

<30years

D

30+years

E Total

<4Techs

F

4+Techs

G Total<4 Bays

H4+ Bays


Total Mentions 373 122 140 111 371 110 261 373 231 142 371 135 236Q24_1a_Digital Inspection

Tools Mentions


45 38% 12%

18 41% 15%

16 34% 11%

11 39% 10%

45 38% 12%

13 43% 12%

32 36% 12%

45 38% 12%

31 39% 13%

14 35% 10%

45 38% 12%

22 46% 16%

23 33% 10%

Q24_2a_Diagnostic Toolsand Equipment


% Total Mentions

93 78% 25%

37 84% 30%

32 68% 23%

24 86% 22%

92 78% 25%

24 80% 22%

68 77% 26%

93 78% 25%

60 76% 26%

33 83% 23%

93 79% 25%

38 79% 28%

55 79% 23%

Q24_3a_Recruiting/Retaining Technicians


% Total Mentions

49 41% 13%

8 18% 7%

22 47% 16%

A

19 68% 17%

A

49 42% 13%

18 60% 16%

31 35% 12%

49 41% 13%

24 30% 10%

25 63% 18%

F

48 41% 13%

11 23% 8%

37 53% 16%

HQ24_4a_Training


% Total Mentions

84 71% 23%

28 64% 23%

36 77% 26%

20 71% 18%

83 70% 22%

26 87% 24%

57 65% 22%

84 71% 23%

56 71% 24%

28 70% 20%

84 71% 23%

32 67% 24%

52 74% 22%

Q24_5a_CustomerRetention Software


% Total Mentions

26 22% 7%

6 14% 5%

9 19% 6%

11 39% 10%

AB

26 22% 7%

7 23% 6%

19 22% 7%

26 22% 7%

15 19% 6%

11 28% 8%

26 22% 7%

7 15% 5%

19 27% 8%

Q24_6a_Shop ManagementSoftware Mentions


29 24% 8%

10 23% 8%

9 19% 6%

10 36% 9%

29 25% 8%

9 30% 8%

20 23% 8%

29 24% 8%

17 22% 7%

12 30% 8%

29 25% 8%

12 25% 9%

17 24% 7%

38




Significant difference within groups: ABFHRespondents Included = 70%, Filter Applied(Job_Title = Owner)


TotalSmall

AMedium

BLarge

C Total

<30years

D

30+years

E Total

<4Techs

F

4+Techs

G Total<4 Bays

H4+ Bays

IQ24_7a_Marketing and

Customer CommunicationTools


% Total Mentions

42 35% 11%

12 27% 10%

14 30% 10%

16 57% 14%

AB

42 36% 11%

11 37% 10%

31 35% 12%

42 35% 11%

24 30% 10%

18 45% 13%

41 35% 11%

10 21% 7%

31 44% 13%

HQ24_Other


% Total Mentions

5 4% 1%

3 7% 2%

2 4% 1%

0 0% 0%

5 4% 1%

2 7% 2%

3 3% 1%

5 4% 1%

4 5% 2%

1 3% 1%

5 4% 1%

3 6% 2%

2 3% 1%

39




Significant difference within groups: BRespondents Included = 70%, Filter Applied(Job_Title = Owner)


TotalSmall

AMedium

BLarge

C Total

<30years

D

30+years

E Total

<4Techs

F

4+Techs

G Total<4 Bays

H4+ Bays


Total Mentions 291 139 103 49 291 92 199 291 212 79 291 112 179Q24_1b_Digital Inspection

Tools Mentions


51 59% 18%

24 69% 17%

15 47% 15%

12 60% 24%

51 59% 18%

15 68% 16%

36 55% 18%

51 59% 18%

35 60% 17%

16 55% 20%

51 59% 18%

18 56% 16%

33 60% 18%

Q24_2b_Diagnostic Toolsand Equipment


% Total Mentions

32 37% 11%

14 40% 10%

14 44% 14%

4 20% 8%

32 37% 11%

10 45% 11%

22 34% 11%

32 37% 11%

26 45% 12%

6 21% 8%

32 37% 11%

12 38% 11%

20 36% 11%

Q24_3b_Recruiting/Retaining Technicians


% Total Mentions

44 51% 15%

23 66% 17%

17 53% 17%

4 20% 8%

44 51% 15%

12 55% 13%

32 49% 16%

44 51% 15%

34 59% 16%

10 34% 13%

44 51% 15%

19 59% 17%

25 45% 14%

Q24_4b_Training Mentions


30 34% 10%

15 43% 11%

9 28% 9%

6 30% 12%

30 34% 10%

10 45% 11%

20 31% 10%

30 34% 10%

22 38% 10%

8 28% 10%

30 34% 10%

12 38% 11%

18 33% 10%

Q24_5b_CustomerRetention Software


% Total Mentions

43 49% 15%

23 66% 17%

B

13 41% 13%

7 35% 14%

43 49% 15%

15 68% 16%

28 43% 14%

43 49% 15%

31 53% 15%

12 41% 15%

43 49% 15%

18 56% 16%

25 45% 14%

Q24_6b_Shop ManagementSoftware Mentions


50 57% 17%

22 63% 16%

18 56% 17%

10 50% 20%

50 57% 17%

17 77% 18%

33 51% 17%

50 57% 17%

34 59% 16%

16 55% 20%

50 57% 17%

17 53% 15%

33 60% 18%

40




Significant difference within groups: BRespondents Included = 70%, Filter Applied(Job_Title = Owner)


TotalSmall

AMedium

BLarge

C Total

<30years

D

30+years

E Total

<4Techs

F

4+Techs

G Total<4 Bays

H4+ Bays

IQ24_7b_Marketing and

Customer CommunicationTools


% Total Mentions

41 47% 14%

18 51% 13%

17 53% 17%

6 30% 12%

41 47% 14%

13 59% 14%

28 43% 14%

41 47% 14%

30 52% 14%

11 38% 14%

41 47% 14%

16 50% 14%

25 45% 14%

41




Significant difference within groups: ABHRespondents Included = 70%, Filter Applied(Job_Title = Owner)


TotalSmall

AMedium

BLarge

C Total

<30years

D

30+years

E Total

<4Techs

F

4+Techs

G Total<4 Bays

H4+ Bays


Total Mentions 156 56 62 38 155 40 115 156 102 54 156 56 100Q25a_Mitchell1_ShopKey


% Total Mentions

43 32% 28%

10 19% 18%

23 44% 37%

A

10 34% 26%

42 32% 27%

12 32% 30%

30 32% 26%

43 32% 28%

28 31% 27%

15 36% 28%

43 32% 28%

10 19% 18%

33 42% 33%

HQ25b_ALLDATA


% Total Mentions

27 20% 17%

13 25% 23%

9 17% 15%

5 17% 13%

27 20% 17%

7 19% 18%

20 21% 17%

27 20% 17%

17 19% 17%

10 24% 19%

27 20% 17%

11 20% 20%

16 20% 16%

Q25c_MaxxTraxx Mentions


2 2% 1%

0 0% 0%

1 2% 2%

1 3% 3%

2 2% 1%

1 3% 3%

1 1% 1%

2 2% 1%

1 1% 1%

1 2% 2%

2 2% 1%

1 2% 2%

1 1% 1%

Q25d_NAPA TRACS Mentions


12 9% 8%

3 6% 5%

8 15% 13%

1 3% 3%

12 9% 8%

3 8% 8%

9 9% 8%

12 9% 8%

9 10% 9%

3 7% 6%

12 9% 8%

5 9% 9%

7 9% 7%

Q25e_RO Writer Mentions


4 3% 3%

0 0% 0%

0 0% 0%

4 14% 11%

4 3% 3%

0 0% 0%

4 4% 3%

4 3% 3%

0 0% 0%

4 10% 7%

4 3% 3%

0 0% 0%

4 5% 4%

Q25f_TASCO Mentions


0 0% 0%

0 0% 0%

0 0% 0%

0 0% 0%

0 0% 0%

0 0% 0%

0 0% 0%

0 0% 0%

0 0% 0%

0 0% 0%

0 0% 0%

0 0% 0%

0 0% 0%

Q25g_ASA TireMaster Mentions


1 1% 1%

0 0% 0%

0 0% 0%

1 3% 3%

1 1% 1%

0 0% 0%

1 1% 1%

1 1% 1%

0 0% 0%

1 2% 2%

1 1% 1%

0 0% 0%

1 1% 1%

42




Significant difference within groups: ABHRespondents Included = 70%, Filter Applied(Job_Title = Owner)


TotalSmall

AMedium

BLarge

C Total

<30years

D

30+years

E Total

<4Techs

F

4+Techs

G Total<4 Bays

H4+ Bays

IQ25h_BAST


% Total Mentions

0 0% 0%

0 0% 0%

0 0% 0%

0 0% 0%

0 0% 0%

0 0% 0%

0 0% 0%

0 0% 0%

0 0% 0%

0 0% 0%

0 0% 0%

0 0% 0%

0 0% 0%

Q25i_Shop Controller Mentions


1 1% 1%

1 2% 2%

0 0% 0%

0 0% 0%

1 1% 1%

0 0% 0%

1 1% 1%

1 1% 1%

1 1% 1%

0 0% 0%

1 1% 1%

1 2% 2%

0 0% 0%

Q25j_None Mentions


25 19% 16%

18 35% 32%

B

5 10% 8%

2 7% 5%

25 19% 16%

9 24% 23%

16 17% 14%

25 19% 16%

22 24% 22%

3 7% 6%

25 19% 16%

14 26% 25%

11 14% 11%

Q25k_I do not know Mentions


3 2% 2%

2 4% 4%

1 2% 2%

0 0% 0%

3 2% 2%

0 0% 0%

3 3% 3%

3 2% 2%

2 2% 2%

1 2% 2%

3 2% 2%

2 4% 4%

1 1% 1%

Q25_Other Mentions


38 29% 24%

9 17% 16%

15 29% 24%

14 48% 37%

A

38 29% 25%

8 22% 20%

30 32% 26%

38 29% 24%

22 24% 22%

16 38% 30%

38 29% 24%

12 22% 21%

26 33% 26%

43


GR_JobTitle



TotalSmall

AMedium

BLarge

C Total

<30years

D

30+years

E Total

<4Techs

F

4+Techs

G Total<4 Bays

H4+ Bays

ISample Size 172 65 71 36 174 44 130 175 122 53 174 74 100

Owner Count

Column %172

100%65

100%71

100%36

100%174

100%44

100%130

100%175

100%122

100%53

100%174

100%74

100%100

100%

Non-Owner Count

Column %0

0%0

0%0

0%0

0%0

0%0

0%0

0%0

0%0

0%0

0%0

0%0

0%0

0%

44


GR_Sales *




TotalSmall

AMedium

BLarge

C Total

<30years

D

30+years

E Total

<4Techs

F

4+Techs

G Total<4 Bays

H4+ Bays

ISample Size 172 65 71 36 171 44 127 172 120 52 171 73 98

Small Count

Column %65

38%65

100% BC

0 0%

0 0%

64 37%

18 41%

46 36%

65 38%

62 52%

G

3 6%

65 38%

47 64%

I

18 18%

Medium Count

Column %71

41%0

0%71

100% AC

0 0%

71 42%

14 32%

57 45%

71 41%

52 43%

19 37%

71 42%

24 33%

47 48%

HLarge Count

Column %36

21%0

0%0

0%36

100% AB

36 21%

12 27%

24 19%

36 21%

6 5%

30 58%

F

35 20%

2 3%

33 34%

H

45


GR_Experience *


Significant difference within groups: DERespondents Included = 70%, Filter Applied(Job_Title = Owner)


TotalSmall

AMedium

BLarge

C Total

<30years

D

30+years

E Total

<4Techs

F

4+Techs

G Total<4 Bays

H4+ Bays

ISample Size 171 64 71 36 174 44 130 174 121 53 173 73 100<30 years

Count Column %

44 26%

18 28%

14 20%

12 33%

44 25%

44 100%

E

0 0%

44 25%

30 25%

14 26%

44 25%

20 27%

24 24%

30+ years Count

Column %127

74%46

72%57

80%24

67%130

75%0

0%130

100% D

130 75%

91 75%

39 74%

129 75%

53 73%

76 76%

46


GR_Technicians *




TotalSmall

AMedium

BLarge

C Total

<30years

D

30+years

E Total

<4Techs

F

4+Techs

G Total<4 Bays

H4+ Bays

ISample Size 172 65 71 36 174 44 130 175 122 53 174 74 100

<4 Techs Count

Column %120

70%62

95% BC

52 73%

C

6 17%

121 70%

30 68%

91 70%

122 70%

122 100%

G

0 0%

122 70%

72 97%

I

50 50%

4+ Techs Count

Column %52

30%3

5%19

27% A

30 83%

AB

53 30%

14 32%

39 30%

53 30%

0 0%

53 100%

F

52 30%

2 3%

50 50%

H

47


GR_Sr Bays *




TotalSmall

AMedium

BLarge

C Total

<30years

D

30+years

E Total

<4Techs

F

4+Techs

G Total<4 Bays

H4+ Bays

ISample Size 171 65 71 35 173 44 129 174 122 52 174 74 100

<4 Bays Count

Column %73

43%47

72% BC

24 34%

C

2 6%

73 42%

20 45%

53 41%

74 43%

72 59%

G

2 4%

74 43%

74 100%

I

0 0%

4+ Bays Count

Column %98

57%18

28%47

66% A

33 94%

AB

100 58%

24 55%

76 59%

100 57%

50 41%

50 96%

F

100 57%

0 0%

100 100%

H

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