What is RepairPal Certified?
The RepairPal Certified Network of shops and dealerships is the largest network of trusted auto repair facilities. All RepairPal Certified locations have been evaluated to the highest standards of quality, customer satisfaction, and fair pricing.
Why get RepairPal Certified?
RepairPal Certified shops are those that meet our rigorous criteria such as level of experience and training of the mechanics, sophistication of the tools, quality of the parts used, satisfaction levels of verified customers, warranty offered, and prices the shop’s charge.
Our goal is to ensure that customers who visit RepairPal Certified shops are getting the highest quality work from expert technicians at a fair price.
Certification Criteria
Shops are scored across four matrices in order to ensure they meet the highest standards in each category.
To verify a shop’s high-quality customer service, we survey customers from the past 6 months.
All shops receive a Net Promoter Score®, a customer loyalty metric used by companies worldwide. Shops must share data with RepairPal in order to verify customers. RepairPal only uses shop customer’s data in order to verify the authenticity and does not sell or misuse customer data.
We evaluate the quality and sophistication of shop tools. This is intended to review the state of technology the shop brings to the repair process.
We look at how many technicians have recent technical training or are ASE certified and years of experience. If shops do not meet training standards, we offer our Aspire program, a cost-free training program to bring shops up to meet certification standards.
We highlight the car makes a shop services and any makes in which they have specialization.
We also review the shop’s amenities offered: customer benefits such as transportation assistance, coffee, WiFi options, location, and more. This is to ensure that every aspect of the shop meets or exceeds customer expectations.
The Road to Certification
RepairPal Certification follows a seven-step process. In just one week, shops can become RepairPal Certified.
Aspire Program
Worried about not meeting the necessary training, customer satisfaction, or warranty requirements? RepairPal offers a no-cost training program called Aspire that helps shops get back on track for certification.
In order for shops to be eligible for the Aspire program, they must complete a few prerequisites.
Requirements for the Aspire program
- Submit an application
- Integrate with shop management system and allow connection with RepairPal
- Provide customer data
- Show proof of 12,000 miles/12 month repair warranty*
*The Aspire Program offers training for shops who currently don’t meet the training requirements.
Frequently Asked Questions
Yes. RepairPal Certified shops are monitored continuously for high levels of customer service, fair pricing and ongoing adherence to the standards set forth for employee training and certifications. Our Automotive Group works to ensure these standards remain high and works directly with shops to retain RepairPal Certification, and in rare cases will remove them from the network if standards are not met.
RepairPal has a staff of ASE Certified Technicians who have owned and worked at auto service companies. RepairPal’s team has deep experience working for dealerships and independent auto repair shops and are dedicated to setting a new bar for high quality in the industry. RepairPal Master Technicians have won numerous awards for their customer service and expertise.
Since we only pick the best shops with high-quality work at fair prices, there’s a chance there might not be a RepairPal Certified shop in your area yet. If you think the shop you already go to could be a RepairPal Certified shop, we encourage you to recommend that shop to us.
ASE certifications are not required for certification, recent technical training can complete this requirement. For those who do not have ASEs or recent training, we offer training under our Aspire program. Going through this training allows these shops to continue through the certification process.
In the automotive repair industry, having ASE certification is a strong symbol of quality. For example, an ASE Master Technician must pass all eight of the ASE automotive certification tests and have the required work experience. 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. Several RepairPal Certified shops are ASE Blue Seal Certified Facilities.
There are many certifications and industry affiliations that illustrate a shop’s commitment to quality and excellence.
The Net Promoter Score® (NPS) is a customer loyalty metric used by leading companies worldwide as the standard for measuring 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 responses to that question, an NPS can be determined.
Any NPS higher than “10” 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 unfortunately negative at –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 RepairPal Certified shop—the average score for shops in the RepairPal network is over 70.