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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
Automotive Repair Shop Trends Report Page 4
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.
Automotive Repair Shop Trends Report Page 5
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%).
Automotive Repair Shop Trends Report Page 7
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.
Automotive Repair Shop Trends Report Page 8
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.
Automotive Repair Shop Trends Report Page 9
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.
Automotive Repair Shop Trends Report Page 10
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.
Automotive Repair Shop Trends Report Page 11
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%).
Automotive Repair Shop Trends Report Page 13
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).
Automotive Repair Shop Trends Report Page 14
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
Automotive Repair Shop Trends Report Page 15
Do you expect that your 2019 sales volume will be…
Anticipated Y0Y Sales Volume
(Base = 175 responses)
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
Automotive Repair Shop Trends Report Page 16
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.
Automotive Repair Shop Trends Report Page 17
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.
Automotive Repair Shop Trends Report Page 18
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.
Automotive Repair Shop Trends Report Page 19
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
Automotive Repair Shop Trends Report Page 20
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
Automotive Repair Shop Trends Report Page 21
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.)
Automotive Repair Shop Trends Report Page 22
Which of these scenarios above is most challenging for your shop and how do you currently address that customer situation?
“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.)
Automotive Repair Shop Trends Report Page 23
Which of these scenarios above is most challenging for your shop and how do you currently address that customer situation?
“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.
Automotive Repair Shop Trends Report Page 25
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
Automotive Repair Shop Trends Report Page 26
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.
Automotive Repair Shop Trends Report Page 27
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%).
Automotive Repair Shop Trends Report Page 28
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
Automotive Repair Shop Trends Report Page 29
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
See appendix for a complete list of answers
Incentive Programs
Nearly half of the respondents (46%) use incentives for recruiting and/or retention.
Automotive Repair Shop Trends Report Page 30
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.”
See appendix for a complete list of answers
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.
Automotive Repair Shop Trends Report Page 31
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.
Automotive Repair Shop Trends Report Page 32
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.”
See appendix for a complete list of answers
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%).
Automotive Repair Shop Trends Report Page 33
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.
Automotive Repair Shop Trends Report Page 34
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
Automotive Repair Shop Trends Report Page 36
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
(Base = 141 responses)
Training Interest by SalesInterest in training varied significantly by sales volume. For most topics, the level of interest increased with sales volume.
Automotive Repair Shop Trends Report Page 37
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).
Automotive Repair Shop Trends Report Page 38
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.
Automotive Repair Shop Trends Report Page 39
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:
Automotive Repair Shop Trends Report Page 40
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.
Automotive Repair Shop Trends Report Page 41
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.”
See appendix for a complete list of answers
Software Feature Additions
Below are some Shop Management Software feature requests.
Automotive Repair Shop Trends Report Page 42
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.”
See appendix for a complete list of answers
Most Pressing Owner Issues
Below are some of the most pressing issues respondents face as Auto Repair Business Owners.
Automotive Repair Shop Trends Report Page 43
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.”
See appendix for a complete list of answers
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).
Automotive Repair Shop Trends Report Page 44
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.
Automotive Repair Shop Trends Report Page 45
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
3* Denotes variable with statistically significant findings
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
All Responses Generated on June 16, 2019
Industry_Experience *Q2. How many years of experience do you have working in the industry?
Confidence Level = 95%* Denotes variable with statistically significant findings
Significant difference within groups: ABCDEFG
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 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
All Responses Generated on June 16, 2019
Age *Q3. Which of the following ranges includes your age?
Confidence Level = 95%* Denotes variable with statistically significant findings
Significant difference within groups: ACEFGIK
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 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
All Responses Generated on June 16, 2019
Years_Own_Shop *Q4. For how many years have you owned your own auto repair business?
Confidence Level = 95%* Denotes variable with statistically significant findings
Significant difference within groups: ABDFG
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 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
All Responses Generated on June 16, 2019
Type_Of_Business *Q5. Which one of the following most closely describes your primary business
Confidence Level = 95%* Denotes variable with statistically significant findings
Significant difference within groups: ABFGHJK
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 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
All Responses Generated on June 16, 2019
Annual_Sales_Volume *Q6. What is the annual sales volume of your business?
Confidence Level = 95%* Denotes variable with statistically significant findings
Significant difference within groups: ACDEHIJK
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 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
All Responses Generated on June 16, 2019
Sales_Change_Expectations *Q7. Do you expect that your 2019 sales volume will be...
Confidence Level = 95%* Denotes variable with statistically significant findings
Significant difference within groups: CEHIJK
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 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
All Responses Generated on June 16, 2019
Technicains *Q8. How many technicians are employed by your shop?
Confidence Level = 95%* Denotes variable with statistically significant findings
Significant difference within groups: ABCDEGHIJK
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 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
All Responses Generated on June 16, 2019
Service_Bays *Q9. How many service bays do you have at your shop?
Confidence Level = 95%* Denotes variable with statistically significant findings
Significant difference within groups: ABCDEHIJK
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 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
All Responses Generated on June 16, 2019
Q11_Negative_Perception *Q11. How often do you run into the following scenarios with your customers?
Confidence Level = 95%* Denotes variable with statistically significant findings
Significant difference within groups: ABG
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 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
All Responses Generated on June 16, 2019
Q11_Trust *Q11. How often do you run into the following scenarios with your customers?
Confidence Level = 95%* Denotes variable with statistically significant findings
Significant difference within groups: ABCDEFGH
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 228 164 64 214 78 85 51 227 72 155 226 141 85 226 82 1441 = Never
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
All Responses Generated on June 16, 2019
Q11_Customer_Approve *Q11. How often do you run into the following scenarios with your customers?
Confidence Level = 95%* Denotes variable with statistically significant findings
Significant difference within groups: D
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 225 162 63 212 78 85 49 224 72 152 223 140 83 224 82 1421 = Never
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
All Responses Generated on June 16, 2019
Q11_Customer_Come_Back *Q11. How often do you run into the following scenarios with your customers?
Confidence Level = 95%* Denotes variable with statistically significant findings
Significant difference within groups: CD
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 224 161 63 211 76 84 51 223 71 152 222 138 84 222 81 1411 = Never
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
All Responses Generated on June 16, 2019
Q11_Trouble_reaching_CustomerQ11. How often do you run into the following scenarios with your customers?
Confidence Level = 95%
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 225 164 61 212 78 84 50 224 72 152 223 140 83 223 82 1411 = Never
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
All Responses Generated on June 16, 2019
New_Hires *Q13. How many employees do you plan to hire over the next 12 months?
Confidence Level = 95%* Denotes variable with statistically significant findings
Significant difference within groups: BCDEFGHIJK
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 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
All Responses Generated on June 16, 2019
New_Hire_TitleQ14. If you plan to hire, which of the following job titles/roles will you look to fill?
Confidence Level = 95%
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 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%
General Manager Count
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
All Responses Generated on June 16, 2019
Q15_Recruiting_Source *Q15. Which one of the following is your primary source for recruiting new technicians?
Confidence Level = 95%* Denotes variable with statistically significant findings
Significant difference within groups: ABCDFGJ
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 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
All Responses Generated on June 16, 2019
Incentive_Use *Q17. Do you use any incentives to retain top talent or recruit new talent?
Confidence Level = 95%* Denotes variable with statistically significant findings
Significant difference within groups: CDEHIJK
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 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
All Responses Generated on June 16, 2019
Require_Training *Q19. Formal Training
Confidence Level = 95%* Denotes variable with statistically significant findings
Significant difference within groups: BCHIJK
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 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
All Responses Generated on June 16, 2019
Require_Certification *Q20. Ongoing Certification
Confidence Level = 95%* Denotes variable with statistically significant findings
Significant difference within groups: BCDEJK
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 198 141 57 187 66 75 46 197 67 130 197 120 77 196 65 131
Every 1-3 Years Count
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%
Every 6 years or longer Count
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%
Do not require Count
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
All Responses Generated on June 16, 2019
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')
Confidence Level = 95%* Denotes variable with statistically significant findings
Significant difference within groups: CD
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 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
All Responses Generated on June 16, 2019
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')
Confidence Level = 95%* Denotes variable with statistically significant findings
Significant difference within groups: DJ
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 182 135 47 175 66 69 40 181 59 122 182 115 67 181 68 113
1 = Not at all helpful Count
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%
5 = Very helpful Count
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
All Responses Generated on June 16, 2019
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')
Confidence Level = 95%* Denotes variable with statistically significant findings
Significant difference within groups: AG
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 186 138 48 178 64 70 44 185 59 126 186 114 72 185 66 119
1 = Not at all helpful Count
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%
5 = Very helpful Count
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
All Responses Generated on June 16, 2019
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')
Confidence Level = 95%* Denotes variable with statistically significant findings
Significant difference within groups: BCDEFGHIJK
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 187 137 50 179 65 70 44 186 62 124 187 115 72 186 66 120
1 = Not at all helpful Count
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
5 = Very helpful Count
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
All Responses Generated on June 16, 2019
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')
Confidence Level = 95%* Denotes variable with statistically significant findings
Significant difference within groups: CDEFG
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 185 138 47 180 65 71 44 184 61 123 185 115 70 184 67 117
1 = Not at all helpful Count
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%
5 = Very helpful Count
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
All Responses Generated on June 16, 2019
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')
Confidence Level = 95%* Denotes variable with statistically significant findings
Significant difference within groups: HI
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 186 139 47 181 66 71 44 185 61 124 186 117 69 185 69 116
1 = Not at all helpful Count
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%
5 = Very helpful Count
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
All Responses Generated on June 16, 2019
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')
Confidence Level = 95%* Denotes variable with statistically significant findings
Significant difference within groups: ACDEHIJK
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 187 138 49 179 66 69 44 186 61 125 187 116 71 186 68 118
1 = Not at all helpful Count
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
All Responses Generated on June 16, 2019
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')
Confidence Level = 95%* Denotes variable with statistically significant findings
Significant difference within groups: BDEHIJK
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 190 141 49 183 68 71 44 189 61 128 190 119 71 189 70 119
1 = Not at all helpful Count
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%
5 = Very helpful Count
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
All Responses Generated on June 16, 2019
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')
Confidence Level = 95%* Denotes variable with statistically significant findings
Significant difference within groups: ABCDEFGHIJK
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 184 137 47 178 64 70 44 184 61 123 184 113 71 183 66 117
1 = Not at all helpful Count
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
All Responses Generated on June 16, 2019
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')
Confidence Level = 95%* Denotes variable with statistically significant findings
Significant difference within groups: DEH
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 188 141 47 183 68 71 44 187 61 126 188 118 70 187 70 117
1 = Not at all helpful Count
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%
5 = Very helpful Count
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
All Responses Generated on June 16, 2019
Post_Retirement_Shop_plans *Q31. What plans do you have for your auto repair shop when you retire?
Confidence Level = 95%* Denotes variable with statistically significant findings
Significant difference within groups: CDEHJ
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 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
All Responses Generated on June 16, 2019
Q10_What_Done *Q10. Thinking about your current role, which of the following have you done?
Confidence Level = 95%* Denotes variable with statistically significant findings
Significant difference within groups: BCDEGHIJK
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 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
% Valid Cases % Total 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
All Responses Generated on June 16, 2019
MRV_Training_Location *Q22. Where does the technician training typically take place?
Confidence Level = 95%* Denotes variable with statistically significant findings
Significant difference within groups: C
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 132 84 48 122 37 50 35 132 46 86 130 70 60 130 35 95Valid Cases 130 82 48 120 36 49 35 130 45 85 128 69 59 128 35 93
Total Mentions 189 123 66 177 52 71 54 189 72 117 186 95 91 185 49 136Training_At your shop
Mentions % Valid Cases
% 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
% Valid Cases % Total 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
Mentions % Valid Cases
% 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
All Responses Generated on June 16, 2019
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)
Confidence Level = 95%* Denotes variable with statistically significant findings
Significant difference within groups: CDGHJ
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 179 132 47 171 63 67 41 178 57 121 179 112 67 178 64 114Valid Cases 161 119 42 154 53 61 40 160 49 111 161 98 63 160 57 103
Total Mentions 514 373 141 498 152 193 153 512 176 336 514 298 216 512 166 346Q24_1a_Digital
Inspection Tools Mentions
% Valid Cases % Total 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
Mentions % Valid Cases
% 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
Mentions % Valid Cases
% 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
Mentions % Valid Cases
% 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
Mentions % Valid Cases
% 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
Mentions % Valid Cases
% 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
All Responses Generated on June 16, 2019
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)
Confidence Level = 95%* Denotes variable with statistically significant findings
Significant difference within groups: CDGHJ
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
KQ24_7a_Marketing and
CustomerCommunication Tools
Mentions % Valid Cases
% 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
% Valid Cases % Total 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
All Responses Generated on June 16, 2019
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)
Confidence Level = 95%* Denotes variable with statistically significant findings
Significant difference within groups: DEI
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 179 132 47 171 63 67 41 178 57 121 179 112 67 178 64 114Valid Cases 122 87 35 116 44 44 28 122 39 83 122 77 45 122 41 81
Total Mentions 388 291 97 370 171 135 64 388 141 247 388 270 118 388 149 239Q24_1b_Digital
Inspection Tools Mentions
% Valid Cases % Total 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
Mentions % Valid Cases
% 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
Mentions % Valid Cases
% 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
% Valid Cases % Total 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
Mentions % Valid Cases
% 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
Mentions % Valid Cases
% 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
All Responses Generated on June 16, 2019
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)
Confidence Level = 95%* Denotes variable with statistically significant findings
Significant difference within groups: DEI
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
KQ24_7b_Marketing and
CustomerCommunication Tools
Mentions % Valid Cases
% 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
All Responses Generated on June 16, 2019
MRV_Software_Used *Q25. Which Shop Management Software are you currently using?
Confidence Level = 95%* Denotes variable with statistically significant findings
Significant difference within groups: CDIJ
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 185 133 52 174 63 69 42 184 59 125 185 114 71 185 66 119Valid Cases 185 133 52 174 63 69 42 184 59 125 185 114 71 185 66 119
Total Mentions 218 156 62 206 67 84 55 217 67 150 218 133 85 218 70 148Q25a_Mitchell1_ShopK
ey Mentions
% Valid Cases % Total 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
Mentions % Valid Cases
% 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
% Valid Cases % Total 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
% Valid Cases % Total 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
% Valid Cases % Total 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
% Valid Cases % 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%
Q25g_ASA TireMaster Mentions
% Valid Cases % Total 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
All Responses Generated on June 16, 2019
MRV_Software_Used *Q25. Which Shop Management Software are you currently using?
Confidence Level = 95%* Denotes variable with statistically significant findings
Significant difference within groups: CDIJ
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
KQ25h_BAST
Mentions % Valid Cases
% 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
% Valid Cases % Total 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
% Valid Cases % Total 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
% Valid Cases % Total 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
% Valid Cases % Total 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
All Responses Generated on June 16, 2019
GR_JobTitle *
Confidence Level = 95%* Denotes variable with statistically significant findings
Significant difference within groups: ABFGHIJK
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%
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
All Responses Generated on June 16, 2019
GR_Sales *
Confidence Level = 95%* Denotes variable with statistically significant findings
Significant difference within groups: CDEHIJK
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 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
All Responses Generated on June 16, 2019
GR_Experience *
Confidence Level = 95%* Denotes variable with statistically significant findings
Significant difference within groups: ABDEFG
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 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
All Responses Generated on June 16, 2019
GR_Technicians *
Confidence Level = 95%* Denotes variable with statistically significant findings
Significant difference within groups: ABCDEHIJK
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 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
All Responses Generated on June 16, 2019
GR_Sr Bays *
Confidence Level = 95%* Denotes variable with statistically significant findings
Significant difference within groups: ABCDEHIJK
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 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?
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
3* Denotes variable with statistically significant findings
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%
General Manager 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%
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
Owner Only Generated on June 16, 2019
Industry_Experience *Q2. How many years of experience do you have working in the industry?
Confidence Level = 95%* Denotes variable with statistically significant findings
Significant difference within groups: BDEIRespondents 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 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
Owner Only Generated on June 16, 2019
Age *Q3. Which of the following ranges includes your age?
Confidence Level = 95%* Denotes variable with statistically significant findings
Significant difference within groups: ADERespondents 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 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
Owner Only Generated on June 16, 2019
Years_Own_Shop *Q4. For how many years have you owned your own auto repair business?
Confidence Level = 95%* Denotes variable with statistically significant findings
Significant difference within groups: BDERespondents 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 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
Owner Only Generated on June 16, 2019
Type_Of_Business *Q5. Which one of the following most closely describes your primary business
Confidence Level = 95%* Denotes variable with statistically significant findings
Significant difference within groups: FHRespondents 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
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
Owner Only Generated on June 16, 2019
Annual_Sales_Volume *Q6. What is the annual sales volume of your business?
Confidence Level = 95%* Denotes variable with statistically significant findings
Significant difference within groups: ABCFGHIRespondents 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 36 172 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
Owner Only Generated on June 16, 2019
Sales_Change_Expectations *Q7. Do you expect that your 2019 sales volume will be...
Confidence Level = 95%* Denotes variable with statistically significant findings
Significant difference within groups: ACFGHIRespondents 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
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
Owner Only Generated on June 16, 2019
Technicains *Q8. How many technicians are employed by your shop?
Confidence Level = 95%* Denotes variable with statistically significant findings
Significant difference within groups: ABCFGHIRespondents 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
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
Owner Only Generated on June 16, 2019
Service_Bays *Q9. How many service bays do you have at your shop?
Confidence Level = 95%* Denotes variable with statistically significant findings
Significant difference within groups: ABCFGHIRespondents 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 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
Owner Only Generated on June 16, 2019
Q11_Negative_Perception *Q11. How often do you run into the following scenarios with your customers?
Confidence Level = 95%* Denotes variable with statistically significant findings
Significant difference within groups: IRespondents 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 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
Owner Only Generated on June 16, 2019
Q11_Trust *Q11. How often do you run into the following scenarios with your customers?
Confidence Level = 95%* Denotes variable with statistically significant findings
Significant difference within groups: DEHIRespondents 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 163 64 65 34 163 42 121 164 114 50 163 68 951 = Never
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
Owner Only Generated on June 16, 2019
Q11_Customer_ApproveQ11. How often do you run into the following scenarios with your customers?
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 161 64 65 32 161 42 119 162 113 49 162 68 941 = Never
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
Owner Only Generated on June 16, 2019
Q11_Customer_Come_Back *Q11. How often do you run into the following scenarios with your customers?
Confidence Level = 95%* Denotes variable with statistically significant findings
Significant difference within groups: HIRespondents 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 160 62 64 34 160 41 119 161 111 50 160 67 931 = Never
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
Owner Only Generated on June 16, 2019
Q11_Trouble_reaching_CustomerQ11. How often do you run into the following scenarios with your customers?
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 163 64 65 34 163 42 121 164 114 50 163 68 951 = Never
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
Owner Only Generated on June 16, 2019
New_Hires *Q13. How many employees do you plan to hire over the next 12 months?
Confidence Level = 95%* Denotes variable with statistically significant findings
Significant difference within groups: ABCEFGHIRespondents 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 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
Owner Only Generated on June 16, 2019
New_Hire_TitleQ14. If you plan to hire, which of the following job titles/roles will you look to fill?
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 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%
General Manager Count
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
Owner Only Generated on June 16, 2019
Q15_Recruiting_Source *Q15. Which one of the following is your primary source for recruiting new technicians?
Confidence Level = 95%* Denotes variable with statistically significant findings
Significant difference within groups: ABRespondents 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 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
Owner Only Generated on June 16, 2019
Incentive_Use *Q17. Do you use any incentives to retain top talent or recruit new talent?
Confidence Level = 95%* Denotes variable with statistically significant findings
Significant difference within groups: ABCFGHIRespondents 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 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
Owner Only Generated on June 16, 2019
Require_Training *Q19. Formal Training
Confidence Level = 95%* Denotes variable with statistically significant findings
Significant difference within groups: AFHIRespondents 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 142 52 58 32 141 39 102 142 95 47 141 53 88
Every 1-3 Years Count
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%
Every 6 years or longer 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%
Do not require Count
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
Owner Only Generated on June 16, 2019
Require_Certification *Q20. Ongoing Certification
Confidence Level = 95%* Denotes variable with statistically significant findings
Significant difference within groups: CFIRespondents 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 141 52 59 30 140 38 102 141 96 45 140 53 87
Every 1-3 Years Count
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%
Every 6 years or longer Count
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%
Do not require Count
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
Owner Only Generated on June 16, 2019
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')
Confidence Level = 95%* Denotes variable with statistically significant findings
Significant difference within groups: ABRespondents 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 138 55 54 29 137 39 98 138 95 43 137 57 80
1 = Not at all helpful Count
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%
5 = Very helpful Count
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
Owner Only Generated on June 16, 2019
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')
Confidence Level = 95%* Denotes variable with statistically significant findings
Significant difference within groups: HRespondents 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 135 55 53 27 134 38 96 135 95 40 134 57 77
1 = Not at all helpful Count
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%
5 = Very helpful Count
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
Owner Only Generated on June 16, 2019
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')
Confidence Level = 95%* Denotes variable with statistically significant findings
Significant difference within groups: ERespondents 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 138 54 54 30 137 39 98 138 94 44 137 56 81
1 = Not at all helpful Count
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%
5 = Very helpful Count
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
Owner Only Generated on June 16, 2019
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')
Confidence Level = 95%* Denotes variable with statistically significant findings
Significant difference within groups: ABCEFGHIRespondents 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 137 54 53 30 136 39 97 137 93 44 136 55 81
1 = Not at all helpful Count
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
5 = Very helpful Count
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
Owner Only Generated on June 16, 2019
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')
Confidence Level = 95%* Denotes variable with statistically significant findings
Significant difference within groups: AEFRespondents 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 138 54 54 30 137 39 98 138 94 44 137 56 81
1 = Not at all helpful Count
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%
5 = Very helpful Count
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
Owner Only Generated on June 16, 2019
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')
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 139 55 54 30 138 39 99 139 96 43 138 58 80
1 = Not at all helpful Count
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%
5 = Very helpful Count
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
Owner Only Generated on June 16, 2019
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')
Confidence Level = 95%* Denotes variable with statistically significant findings
Significant difference within groups: ABCGHIRespondents 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 138 55 53 30 137 38 99 138 95 43 137 57 80
1 = Not at all helpful Count
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%
5 = Very helpful Count
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
Owner Only Generated on June 16, 2019
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')
Confidence Level = 95%* Denotes variable with statistically significant findings
Significant difference within groups: CIRespondents 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 141 57 54 30 140 39 101 141 97 44 140 59 81
1 = Not at all helpful Count
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%
5 = Very helpful Count
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
Owner Only Generated on June 16, 2019
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')
Confidence Level = 95%* Denotes variable with statistically significant findings
Significant difference within groups: ABCFGHIRespondents 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 137 53 54 30 137 39 98 137 93 44 136 55 81
1 = Not at all helpful Count
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%
5 = Very helpful Count
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
Owner Only Generated on June 16, 2019
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')
Confidence Level = 95%* Denotes variable with statistically significant findings
Significant difference within groups: CFRespondents 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 141 57 54 30 140 39 101 141 97 44 140 59 81
1 = Not at all helpful Count
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%
5 = Very helpful Count
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
Owner Only Generated on June 16, 2019
Post_Retirement_Shop_plans *Q31. What plans do you have for your auto repair shop when you retire?
Confidence Level = 95%* Denotes variable with statistically significant findings
Significant difference within groups: ABCFHIRespondents 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 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
Owner Only Generated on June 16, 2019
Q10_What_Done *Q10. Thinking about your current role, which of the following have you done?
Confidence Level = 95%* Denotes variable with statistically significant findings
Significant difference within groups: ABCFGHIRespondents 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 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
Mentions % Valid Cases
% 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
% Valid Cases % Total 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
Mentions % Valid Cases
% 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
Owner Only Generated on June 16, 2019
MRV_Training_Location *Q22. Where does the technician training typically take place?
Confidence Level = 95%* Denotes variable with statistically significant findings
Significant difference within groups: ABRespondents 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 84 26 36 22 84 24 60 84 52 32 83 26 57Valid Cases 82 25 35 22 82 23 59 82 51 31 81 26 55
Total Mentions 123 38 48 37 123 41 82 123 73 50 121 36 85Training_At your shop
Mentions % Valid Cases
% 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
% Valid Cases % Total 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
% Valid Cases % Total 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
Owner Only Generated on June 16, 2019
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)
Confidence Level = 95%* Denotes variable with statistically significant findings
Significant difference within groups: ABFHRespondents 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 132 52 51 29 131 36 95 132 90 42 131 53 78Valid Cases 119 44 47 28 118 30 88 119 79 40 118 48 70
Total Mentions 373 122 140 111 371 110 261 373 231 142 371 135 236Q24_1a_Digital Inspection
Tools Mentions
% Valid Cases % Total 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
Mentions % Valid Cases
% 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
Mentions % Valid Cases
% 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
Mentions % Valid Cases
% 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
Mentions % Valid Cases
% 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
% Valid Cases % Total 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
Owner Only Generated on June 16, 2019
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)
Confidence Level = 95%* Denotes variable with statistically significant findings
Significant difference within groups: ABFHRespondents 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
IQ24_7a_Marketing and
Customer CommunicationTools
Mentions % Valid Cases
% 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
Mentions % Valid Cases
% 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
Owner Only Generated on June 16, 2019
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)
Confidence Level = 95%* Denotes variable with statistically significant findings
Significant difference within groups: BRespondents 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 132 52 51 29 131 36 95 132 90 42 131 53 78Valid Cases 87 35 32 20 87 22 65 87 58 29 87 32 55
Total Mentions 291 139 103 49 291 92 199 291 212 79 291 112 179Q24_1b_Digital Inspection
Tools Mentions
% Valid Cases % Total 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
Mentions % Valid Cases
% 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
Mentions % Valid Cases
% 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
% Valid Cases % Total 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
Mentions % Valid Cases
% 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
% Valid Cases % Total 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
Owner Only Generated on June 16, 2019
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)
Confidence Level = 95%* Denotes variable with statistically significant findings
Significant difference within groups: BRespondents 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
IQ24_7b_Marketing and
Customer CommunicationTools
Mentions % Valid Cases
% 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
Owner Only Generated on June 16, 2019
MRV_Software_Used *Q25. Which Shop Management Software are you currently using?
Confidence Level = 95%* Denotes variable with statistically significant findings
Significant difference within groups: ABHRespondents 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 133 52 52 29 132 37 95 133 91 42 133 54 79Valid Cases 133 52 52 29 132 37 95 133 91 42 133 54 79
Total Mentions 156 56 62 38 155 40 115 156 102 54 156 56 100Q25a_Mitchell1_ShopKey
Mentions % Valid Cases
% 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
Mentions % Valid Cases
% 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
% Valid Cases % Total 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
% Valid Cases % Total 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
% Valid Cases % Total 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
% Valid Cases % 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%
Q25g_ASA TireMaster Mentions
% Valid Cases % Total 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
Owner Only Generated on June 16, 2019
MRV_Software_Used *Q25. Which Shop Management Software are you currently using?
Confidence Level = 95%* Denotes variable with statistically significant findings
Significant difference within groups: ABHRespondents 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
IQ25h_BAST
Mentions % Valid Cases
% 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
% Valid Cases % Total 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
% Valid Cases % Total 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
% Valid Cases % Total 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
% Valid Cases % Total 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
Owner Only Generated on June 16, 2019
GR_JobTitle
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%
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
Owner Only Generated on June 16, 2019
GR_Sales *
Confidence Level = 95%* Denotes variable with statistically significant findings
Significant difference within groups: ABCFGHIRespondents 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 36 171 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
Owner Only Generated on June 16, 2019
GR_Experience *
Confidence Level = 95%* Denotes variable with statistically significant findings
Significant difference within groups: DERespondents 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 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
Owner Only Generated on June 16, 2019
GR_Technicians *
Confidence Level = 95%* Denotes variable with statistically significant findings
Significant difference within groups: ABCFGHIRespondents 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
<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
Owner Only Generated on June 16, 2019
GR_Sr Bays *
Confidence Level = 95%* Denotes variable with statistically significant findings
Significant difference within groups: ABCFGHIRespondents 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 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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