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14 Brand Repairer or independent Garage? When the company car goes up the platform lift Brand repairers have the largest market share of the company-car inspection and repair business in Germany. For customer satisfaction and price-for-value, independent garages clearly lead the way. This was the conclusion of a study conducted by the German market research company TEMA-Q. Garage Loyalty Surveyed were companies who use only a brand repairer (n = 702) and those who use only an independent garage (n = 360). About three-quarters of the companies said they will defi nitely remain loyal to their current brand repairer or independent garage. For the remaining quarter of those surveyed, the chance of remaining loyal was also very high. Source: TEMA-Q With 100% certainty 76 – 99 % 51 – 75 % 1 – 50 % impossible – 0 2 1 3 2 2 0 20 19 brand repairer independent garage 73 77 0 20 40 60 80 % How great is the chance that you will go to the same repairer for your next repair or inspection? Their study surveyed about 1,400 companies regarding the service quality their company vehicles are getting. The market researchers were interested in learning, not only customer satisfaction levels, but what the reasons would be for a company to change from a brand repairer to an independent garage. The current market situation is clear with nearly half of the companies surveyed relying on a brand repairer for their sche- duled inspections and repairs. About a quarter said they always look for an independent garage to do this work. The rest of those surveyed said they alternated between the two, if they didn’t carry-out the work themselves. What reasons would bring a company – that prefers an authorized brand repair shop – to switch to an independent garage? Not surprisingly, the reason most oft en mentioned was lower costs (54%). However, proximity to an independent garage was also mentioned (26%). Added to this is the fact that company-car customers of independent garages are clearly more satisfi ed, and not only because of their better price-for-value. Independent garages are especially strong when it comes to employee expertise and the quality of the work delivered. Their image, on the other hand, was seen by those surveyed as being negative compared to the brand repairers. The survey found that changes in the current market structure are rare, which is due mostly to customer loyalty to their current garage – whether authorized brand repairer or independent.
editorial tracker technology & innovation automechanika special in the spotlight panorama An unforgettable Weekend of Racing at “the Green Hell” The winners of the RepXpert raff le at the Nürburgring Janine Nagies from Verden/Bremen – winner of the RepXpert Magazine 01/2012 raff le – was on the road at fi ve in the morning with her friend Dennis and his son. An exciting weekend of truck racing awaited her behind the scenes with the MKR Technology Truck Racing teams at Germany’s Nürburgring. For the winner, the special atmosphere at Nürburgring, and the impressive number of racing trucks, was just impessing. Janine Nagies works in a garage herself so this was the perfect combination of entertainment and job. She and her two guests didn’t miss their chance at looking inside the MKR trucks, where a racing clutch and power-steering pump from LuK deliver the power and precision needed on the track. In the VIP area, they met pilot Markus Oestreich and team owner Mario Kress – and got all the posters and autographs they wanted. One of the highlights was when Janine Nagies and little Jeremy Impressive technology – Janine Nagies and little Jeremy behind the wheel of an MKR racing truck. got to sit behind the wheel of one of the MKR racing trucks. Despite heavy showers at times, the three truck-sport fans had an unforgettable time at Nürburgring. And it was a rousing success for the MKR Technology Truck Racing Team, too. On the fi st day, Saturday, Adam Lacko won his fi rst race of the season for Mario Kress’s team. The next day Markus Oestreich did the same and delivered a second victory. MKR was able to increase its lead over the other teams in the race for the Team Championship. (From left to right) MKR pilot Markus Oestreich, little Jeremy, MKR team owner Mario Kress, drawing winner Janine Nagies and her friend Dennis – all standing in front of an MKR Race Truck. 15
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