What drivers value from their car repair experience

What drivers value from their car repair experience

Giving drivers a positive car repair experience is vital for creating a loyal customer base and earning positive reviews. The happier customers are, the more likely they will use your services again. And the more positive reviews you have, the more new customers you can attract. 


With this in mind, we've compiled a list of the five things drivers value most from their car repair experience. These tips are based on our Driver Network Team's conversations with FixMyCar users.


1. Quick communication

Did you know that 71% of jobs are confirmed by drivers within the first 24 hours of their job post? Of those, the majority (89%) are confirmed within the first hour of posting. 


Drivers want to get their car problems sorted quickly, so the faster you respond to job requests, the more likely you will win them. There are two things we recommend doing to ensure quick communication.

  1. Set up Auto Quotes to help you quote on jobs faster.

  2. Respond to driver messages within an hour. Even better if you can manage it within half an hour.


Here are our tips for communicating with customers.

2. Phone call

If you’re struggling to win jobs, one way to increase your success rate is to give drivers a call within half an hour of sending a quote. This shows that you want to do the job and will go the extra mile to secure the booking. It’s also the perfect opportunity to set the driver’s mind at ease if they have questions or concerns.


While calling drivers can help you win more work, be mindful that not everyone will want to be contacted via phone.

3. Collection & delivery

Drivers love the convenience of a collection and delivery service, even for small jobs like MOTs. It’s especially helpful for people who work during the week and can’t take their car to a garage or can't get home while their vehicle is being worked on.

Some of the best-performing garages on the FixMyCar platform offer this service because it is so popular with drivers and can be the deciding factor when choosing where to book their repair.

4. Price matching

Price-matching competitors is an excellent way to encourage customers to choose your garage. This bit of advice goes hand-in-hand with tip number two - if you call a driver quickly after they post their job, you can discuss prices with them and offer to match or even beat a deal they found elsewhere.

5. Detailed quotes

When writing quotes, try to be personable and provide all the information the driver might need. Don’t just write “we can do this” - break the cost down into easy-to-understand chunks, outlining:

  • Labour price

  • Cost of parts

  • Estimated job time


Providing this level of information shows drivers that you aren’t a bot, you have taken the time to consider their job request, and you care about winning the work.


Advice provided by James Preston, Customer Care Manager.