Top Shop Frequently Asked Questions
What Is a Top Shop?
Our Top Shop program is designed to help you find a repair shop you can trust. The shops that qualify for our program are the best of the best and go through a rigorous approval process that ensures the shop will live up to its Top Shop status. When you visit a Top Shop, you can be sure that you are getting quality work from expert technicians for a fair price.
Do Shops Pay to Be in the Top Shop Network?
Yes, but shops cannot pay their way into the network. They must pass the entire application process on their own merit. Once they are approved, however, shops pay a monthly fee to stay in the program. This fee covers marketing costs, as well as some additional benefits (like social media monitoring) we offer Top Shop members.
Who Determines Which Shops Are Accepted into the Top Shop Network?
We have ASE Certified Master Technicians who have worked for dealerships and independent shops and have won awards for their customer service and expertise. They have been Volvo and GM Master Technicians and one of them holds an Advanced California Smog Check License. Our lead parts expert owned his own body shop for 15 years and also owned two NAPA Auto Parts stores. He has been building and showing muscle cars for 25 years and is also a California Licensed General Contractor. These are the professionals who created and grade the Top Shop Assessment. They also visit a number of shops in person.
How Are the Shops Assessed?
First, the shop must complete an assessment that investigates all components of the shop itself—tools and equipment, technology, qualifications of technicians and service writers, labor costs, certifications, and standard business practices. The shop must also provide support documentation that backs up every section of the assessment. The survey is extensive and exhaustive—RepairPal even conducts a Dunn and Bradstreet background check on the shop.
In addition to meeting the technical aspects of the survey, Top Shops must also agree to offer at least a 12-month/12,000-mile service warranty on all repairs and services. Shops must also adhere to the prices established in RepairPal’s RepairPrice Guarantee program, which guarantees that a shop’s prices fall within the range of the RepairPrice Estimator™ tool.
RepairPal also conducts an online reputation review. Experts evaluate online customer reviews from Yelp, Google, City Search, RepairPal.com, and the Better Business Bureau. The reviews must be overwhelmingly positive and show a pattern of happy customers and overall excellence.
If the shop passes the assessment and the online reputation review, we then obtain customer information directly from the shop’s computer system and hire a third party to call the customers and have them rate their experience. All shops receive a Net Promoter Score®, a customer loyalty metric used by companies worldwide. Our Top Shops’ NPS scores rate up there with (and often higher than) companies like Apple, Amazon, JetBlue, and Walmart.
Are Top Shops Re-Assessed Annually?
Yes. Each year, our team of experts assesses the shop to make sure they still qualify for the program.
Do Top Shops Offer Warranties?
Yes. All of the shops in the Top Shop network must offer a 12-month/12,000-mile service warranty at a minimum. Many of our Top Shops offer 24- and 36-month warranties.
How Are Top Shops Different from Other Shops?
In addition to the rigorous assessment process all Top Shops must pass, Top Shops are different from other shops in a variety of ways. Really, it’s in the details. Top Shops often have a comfortable waiting area, with good coffee, WIFI, and a play area for kids. The bathroom will be clean and fully functional. They often offer perks like loaner cars, shuttle services, extended and weekend hours, and overnight drop off services. Their employees are highly trained and polite—they will explain things to customers without being impatient or condescending. They will also make sure you understand everything before working on your car. Other shops may offer all of these services as well, but at Top Shops, these are guaranteed.
What If There Isn’t a Top Shop in My Area?
Since we only pick the best for our Top Shop network and the program is relatively new, there’s a chance there might not be a Top Shop in your area yet. If you think the shop you already go to could be a Top Shop, we encourage you to recommend that shop to us. Going to a RepairPrice Guarantee shop will at least ensure you get the best prices for your repair.
What Is the Net Promoter Score?
The Net Promoter Score® (NPS) is a customer loyalty metric used by leading companies worldwide as the standard for measuring and improving customer loyalty. For example, GE, Apple, American Express, Philips, and Verizon all use the NPS metric to determine their customers' satisfaction.
The idea behind the Net Promoter Score is this: The best way to measure customer loyalty and satisfaction is for your customers to answer one question: "How likely is it that you would recommend our company to a friend or colleague?" Based on their responses to that question, a NPS can be determined.
Any NPS higher than “0” is considered good, while any score above 50 is considered great. The average score for most companies is between 5 and 10, while the auto repair industry’s average score is a paltry –13.
A shop’s NPS is one of the most important factors we use to determine whether or not a shop is qualified to become a Top Shop—the average score for shops in the Top Shop network is 65.
What Is the RepairPrice Guarantee?
All Top Shops honor the RepairPrice Guarantee, where the cost of repairs must not exceed the estimated range provided by the RepairPrice Estimator. All of the price data in our Estimator is rigorously gathered and analyzed, which ensures you will always get a fair price estimate for your repairs. Learn more about the RepairPrice Guarantee »
Do Certifications Like ASE Really Matter?
You bet they do! We have come to trust the opinions of organizations like AAA, Consumer Reports, and Kelley Blue Book. In the automotive repair industry, having ASE certification is a strong symbol of approval.
For example, an ASE Master Technician must pass all eight of the ASE automotive certification tests and have the required work experience. And to be an ASE Blue Seal Certified Facility, at least 75 percent of the shop’s technicians must be ASE certified in each area of service they provide. For example, one of our Top Shops, Convoy Auto Repair in San Diego, is 1 out of only 1500 ASE Blue Seal Certified Facilities in the country.
There are many certifications and industry affiliations that illustrate a shop’s commitment to quality and excellence. To see a comprehensive list, please click here »
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