A survey of 2,000 UK drivers, commissioned by Tempcover, has explored the commercial relationship between motorists and garages.
The data, which revealed 83% of motorists trusted their last repair recommendation, also explores the specific factors which secure consumer confidence, as well as the pain points which can quickly erode it.
The data revealed trusting a mechanic’s repair recommendation comes down to two primary pillars: historical loyalty and upfront transparency. While 54% of trusting motorists cited having used the same garage for years, transparency regarding both repair costs (44%) and clear, detailed explanations of the mechanical fault (42%) were equally important factors in their confidence.
Beyond personal experience, a garage’s reputation matters too, with 34% pointing to strong local standing or positive online reviews as a key trust factor. A further 28% of drivers said they already suspected the fault before arriving – meaning their trust was cemented because the garage’s diagnosis accurately aligned with their own observations.
For the small minority of drivers (5%) who doubted their garage’s repair recommendations, the data suggests this hesitation is rooted in a consumer knowledge gap rather than active distrust of the mechanic. Of those drivers, nearly half (46%) said they worried about being overcharged due to a lack of personal technical knowledge, while 36% felt they didn’t know enough about cars to judge whether a repair was genuinely necessary. Of the same group, a quarter (25%) noted a lack of upfront transparency about costs, and 17% found the explanation too technical to follow.
While a quarter of drivers (25%) have faced unexpected costs during past garage visits, the majority (78%) reported their most recent bill aligned with their initial service quote. Under one in 10 (8%) said their most recent final bill came in higher than estimated, with an average increase of 12.2%. Despite these occasional discrepancies, 89% of drivers said repair work was completed to their satisfaction.
When choosing a garage, reliability and fixing issues correctly was the most important factor for 42% of drivers, compared to just 19% who named cost as their primary concern. Customer service ranked third at 16%, suggesting the quality of front-of-house interaction matters just as much to some drivers alongside the quality or cost of the repair.
The data also highlighted a range of behaviours when handling repair recommendations. While 34% said they would authorise a recommendation immediately, 21% preferred to research the repair first, and 13% opted to compare prices across multiple garages before committing.
Claire Wills-McKissick, temporary car insurance expert at Tempcover, said: “It’s reassuring to see that the vast majority of UK motorists leave garages satisfied with the quality of their repairs. However, the data suggests that past experiences with unexpected costs and complex technical explanations can leave some drivers feeling uncertain at the point of invoice.
“For garages and service managers, these findings point to greater transparency as a tool to build long-term customer relationships and retention. Being upfront about parts and labour splits, explaining work in plain language, and communicating any unexpected costs as soon as they arise are the factors drivers say build trust.
“For motorists, the takeaway is that they should feel empowered to actively ask questions and request a clear, written breakdown before any work begins, helping to ensure everyone is on the same page.
“And if a car does need to remain on the ramp for a few days while repairs are carried out, options like temporary car insurance allow them to borrow a friend or family member’s car, keeping them moving and mobile.”
