Auto Service World
News   August 2, 2012   by CARS Magazine

Carquest tops consumer satisfaction index: new study

The survey of 4,460 consumers showed that consumers enjoy the shopping experience at Carquest over any other auto parts store, according to a new study by Market Force Information.


U.S. consumers enjoy the shopping experience at Carquest over any other auto parts store, according to a new study by Market Force Information.

The survey of 4,460 consumers showed that consumers are more likely to recommend Carquest to others.

When survey respondents were asked to rate how satisfied they were by their experiences at various auto parts retailers, Carquest came out on top, followed by NAPA, O’Reilly, Advance Auto Parts, AutoZone, and Pep Boys.

According to the study, Carquest’s sales effectiveness contributed to its high rating. Among the six brands studied, respondents gave Carquest’s sales team the highest marks for making good recommendations, understanding customer needs and general knowledge.

Carquest also stood apart from the pack in areas such as cashier friendliness, checkout speed, merchandise selection and overall value. O’Reilly snagged the second spot in every category except checkout speed. On the opposite end of the spectrum, Pep Boys ranked last in all six categories, receiving the lowest marks for store atmosphere.

The timing of the new study is noteworthy, just two days after the news service Reuters reported that General Parts International is considering selling its North American Carquest stores.

Reuters says auto parts supplier General Parts International is auctioning off the stores in a deal that could fetch $2 billion.

Raleigh, North Carolina-based General Parts, which owns about 1,400 of Carquest’s 3,400 stores across North America, has hired Wells Fargo (WFC.N) to assist with the sale process, Reuters learned from three sources said to be close to the deal.

The Carquest stores not owned by General Parts are owned by other operators or individuals and are not part of the auction.

General Parts also owns Worldpac, which supplies replacement parts for imported car and truck brands.

 

 

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