A growing number of UK drivers are experiencing ‘garage anxiety’ around visiting a workshop for vehicle repairs, as poor perceptions of the independent industry continue to hang over the market.
A new survey has suggested that 63% of women and 53% of men feel uncomfortable visiting a garage alone. The study, by Nationwide Vehicle Contracts, also found that 37% of people worry about how much they could be charged for work to be done to their car, while 23% even worry that they could be overcharged because of their gender.
This figure rose to one in three when it come to female respondents, many of whom also admitted to paying for vehicle repairs without understanding what they are paying for.
While many people have had excellent experiences with car garages around the country, it seems that a lot of people are struggling with garage anxiety when needing to seek help for vehicle issues.
The survey of 2,000 drivers showed that 33% of total respondents admitted to using Google to see what was wrong with their vehicle first.
Other worries adding to garage anxiety stem from the jargon used by mechanics being difficult to understand (22%), worrying they will look stupid (21%) and being embarrassed about the cleanliness of their car (16%).
Young drivers are also most likely to ask their parents for help when booking an MOT with 30% admitting to this. With this in mind, it comes as no surprise that Gen Z are the biggest sufferers of garage anxiety, with 22% delaying car services due to fear.
The results highlight the work that needs to be done in the aftermarket to show it is an inclusive industry, and try to move away from the stereotypical images of the past. Today’s independent garage sector is more inclusive than ever before, but is unable to show this due to portrayals in soap operas, and continued negative press in many aspects of the media.
A range of options
Nationwide Vehicle Contracts discussed the issue with a spokesperson at M.R. King & Sons to uncover how they ensure inclusivity for both men and women having contact with the company. The used-car centre and workshop has a range of services, and had a number of suggestions for businesses to help alleviate garage anxiety and highlight how the industry has moved on from the stereotypical images of the past.
- Online booking forms and WhatsApp booking options are available
“If people would rather not speak to a garage, having multiple booking options is a great step. We offer an online booking form, as well as WhatsApp booking, so customers can choose the way they would rather communicate with us.”
- Sit them down and talk through each cost in detail
“To make sure customers understand all costs, we break down each piece of work in detail to ensure everyone is aware of the work being undertaken and not blindly agreeing to repairs they do not understand.”
- If the car fails its MOT, we will give them an idea of the costs beforehand
“It is important to make sure customers are aware of costs before work is carried out on the car. We always give an idea of cost so the customer knows exactly what they could be paying for the work needed – this helps to avoid any surprises and makes sure everyone is happy and comfortable.”
Jargon busting reduces garage anxiety
The study found that 38% of Brits would feel more comfortable in a garage if their technician is understanding.
It also appears that communication is a huge aspect causing garage anxiety, with 37% of drivers wanting technicians to break down every cost. one in three prefer receiving a text or email detailing all the work that needs to be done before they pick up their car, instead of a phone call or in-person meeting.
Detailed but easy-to-understand explanations of a vehicle’s problems, and the parts and services required to fix them, would also go a long way to helping reduce garage anxiety, the survey found.
Non-existent parts
The most surprising result from the survey was that more than half (51%) of men suggested they can name and ‘explain in detail’ car parts which don’t actually exist. It seems their confidence may have hazed their judgement, as one in 10 men believe the Flux Capacitor is a real car part.
Men also claim they can confidently explain, the exhaust belt (16%), battery filter (14%), horn fluid (12%) and suspension hook (12%).
It is unclear whether the iconic film was so impactful it made some believe the part was real, or if the pressure on men to be knowledgeable in the automotive space happened to get the best of them.
