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2021 Automotive Review Influence Study

How important are online reviews in the aftermarket industry?

Online reviews have become an integral part of the consumer buying process. When it comes to business growth, many businesses can no longer ignore the importance of online reviews, especially businesses within the automotive aftermarket.  Automotive repair facilities are some of the most researched by potential customers but just how big a role do online reviews play in that decision? SureCritic launched the Automotive Repair Influence Survey (ARIS) to give automotive repair facilities insight into their potential customers’ behaviors and expectations in order to stay competitive.

For the report, we asked just over 1,900 vehicle owners about their search process, rating perceptions as well as their own reviewing experience to better understand their habits regarding auto repair facilities.

Why Online Reviews Matter


of vehicle owners consult online reviews in some way when choosing a new automotive repair shop


of vehicle owners are willing to travel farther for a shop with a higher overall rating


of vehicle owners are willing to pay more for a shop with a higher overall rating

Behaviors and Expectations

Skepticism of online reviews has increased, so most customers want to see a high overall rating but also a high volume of reviews, a variety of scores as well as reviews that are recent and verified.

72% of vehicle owners would not consider a shop with less than 4 stars.

5 Stars
At least 4.5 Stars
At least 4 Stars
At least 3.5 Stars
At least 3.0 Stars
At least 2 Stars

Actionable Steps

You can increase your quantity of reviews by making a point to ask your customers to leave a review. Vehicle owners want to see businesses responding to negative reviews with solutions to the problem.


of vehicle owners post an online review when asked by their automotive repair shop.


of vehicle owners agreed that seeing shops respond to negative online reviews is important to them.


of vehicle owners had improved impressions of the auto repair shop after the shop responded to their negative online review with a solution.

Schedule your demo to see how SureCritic can help you regain control of your online reputation.