MAP recently developed the following 60-second public service radio spot, which has been broadcast weekly by the Soldiers Radio network to 800,000 persons at military bases throughout the U.S.: Our cars are one of the biggest investments we will ever make. Our lives and the lives of our loved ones depend on well-running automobiles. Yet, car repair is a touchy subject for many consumers.
Some people fear the worst when they go to a service facility. Others are simply not sure what to expect.
Auto repair industry leaders understand that customers want straightforward information...honest answers...reliable and trained technicians...fair prices...attentive personne...and an effective way to resolve disputes.
To help shops deliver on those demands, leading companies cooperated with one another to form a non-profit organization called the Motorist Assurance Program or M-A-P—MAP.
The Motorist Assurance Program set out to improve communication and trust between auto service providers and their customers. MAP took three big steps to make auto repair more customer friendly.
First, it figured out a way to make sure consumers would get uniform recommendations on the same problem from one shop to another. MAP developed manuals called "Uniform Inspection and Communication Standards" for every major vehicle system—brakes, engine, transmission, and so on. Service technicians show customers the standards to explain when and why a repair is either "required" or "suggested."
The standards eliminate any "over-the-counter diagnosis" at MAP-participating shops!
In addition, participating facilities do a professional inspection before any repair. Based on that inspection, the facility provides the customer with a written, itemized estimate. No work is done until the customer approves it, and all repairs are warranted for a minimum of 90 days or 4,000 miles, whichever comes first.
Second, the Motorist Assurance Program developed an accreditation program to make sure participating shops follow the rules. You can find the MAP-accredited shop nearest you on the Motorist Assurance Program web site at www.motorist.org.
Customers can also identify MAP-accredited shops by looking for the MAP decal at the door of the repair facility. The decal also tells the customer when that shop's accreditation expires.
Inside accredited shops, customers also find MAP's "Pledge of Assurance to Customers" on display, along with copies of MAP's "Standards of Service."
Finally, just in case a customer and a shop have an unavoidable disagreement, MAP requires its accredited shops to agree to a dispute resolution process. The shop is bound by the results of that process.
Ultimately, the Motorist Assurance Program benefits shops and auto repair professionals, as much as consumers, by reducing complaints and increasing satisfaction and trust. With the Motorist Assurance Program, everyone's a winner!
Protect the investment you made in your car. Find the nearest MAP-accredited shop by clicking onto the Motorist Assurance Program Web site at www.motorist.org.