Good work, fair prices, quality technicians, and a clean shop are the minimum requirements in today's world of automotive service and repair. These qualities contribute to producing satisfied customers. However, a merely "satisfied" customer is not a guaranteed repeat customer.

Each year, US companies lose 15-20% of their customers, many of whom were considered "satisfied". It is not uncommon to have high levels of customer satisfaction and still be losing customers.

"Between 65-85% of customers that defect say they were satisfied with their former supplier. In the auto industry, satisfaction scores average 85-95%, while repurchase rates average 40%"

Fredrick F. Reichheld
"Loyalty Based Management"
Harvard Business Review