Tradition holds that women defer to men when it comes to purchasing a car or dealing with repair. However, according to a national survey conducted by NAPA (National Automotive Parts Association), women are taking more control of their vehicle maintenance decisions.

The NAPA Auto-Attitudes Report, based on a survey of more than 1,000 consumers nationwide, found that 61% of women took their cars in for tune-ups and 76% got their engine oil changed on a regular basis. When it comes to negotiating price and service, the NAPA report shows that women are no less successful than men. Twenty-three percent of both men and women felt strongly about their ability to negotiate with an automotive technician.

Today's American woman is just as likely to own a vehicle as a man, and almost 60% of women are in today's work force. "With more women acting as decision-makers on maintenance, we think it's crucial for repair shops to make women feel comfortable with the service they receive," said NAPA President Steve Handschuh.

Women definitely feel confident when dealing with an automotive technician. The NAPA survey found that only 16% of women felt nervous about taking their cars to the shop. But, the report also showed that nearly 60% consider car repair a "major hassle." In fact, NAPA found that women would rather fill out their own tax returns or go to a traffic court than have to take their cars in for repairs.

Loyalty

As customers, women are far more loyal than men. Comparisons on the NAPA report reveal that, on average, women are about 15% more likely than men to maintain a continuous relationship with their automotive technicians, doctors, dentists, dry cleaners, and hair stylists. Auto technicians ranked fourth in loyalty on this survey, a surprising fact considering Americans spend more on their cars than on anything other than their homes.

The consumer Price Index shows that Americans spent $30 million more on auto care than health care in 1996, and the average per-household car expenditure was $6,185, with a typical repair bill at $985. Recent automotive industry reports shows that the average age of a personal vehicle is 9.5 years, up from 6.5 years in 1980. This proves cars are being driven well beyond the manufacturer's warranties, and maintenance of these older vehicles is now an important consumer interest.

Trust

However, in addition to the inconvenience of being without a vehicle (63% of American women say they can't live without their cars), trust seems to be a major issue. Nearly half of all women surveyed by NAPA said they turn to a friend for advice on car repair before talking to an automotive technician.

"Auto repair has become more expensive and technical because today's on-board computers require extra diagnostic time," said Jim Kiple, NAPA director of technical services. "The associated costs often create some anxiety about reputable service and fair pricing."

Consumer Tips

"With a woman in a stronger position as automotive consumers, we want to make sure they know how to find a reputable repair shop," said Handschuh. NAPA has published guidelines to help people become more educated automotive consumers. "Rule number one: Find a shop that employs technicians certified in the repair specialty you need," Handschuh said. "The next most important thing you can do to protect yourself is to get a service estimate in writing up front, including parts, labor, expected time of delivery, and all costs."

The NAPA AutoCare Center program is the largest network of independently owned repair facilities in the world and has over 8,000 members nationwide. In order to qualify for membership, business owners must agree to follow a strict code of ethics, employ ASE-certified technicians for any repair services they provide, and guarantee parts and labor through the "NAPA Peace of Mind Warranty" program.