Service and repair sector moves up a gear

3 Posted: 3rd Aug 2018
An annual survey of 1,000 car owners conducted by The Motor Ombudsman has revealed that consumers have an increasingly favourable perception of the vehicle service and repair sector, compared to the same period last year.

  • The study showed that 51% of respondents enjoyed a positive experience, up from 44% in 2017, while 39% expressed a neutral view.

     

    In addition, 57% of male drivers were complimentary about the sector, in contrast to 46% of women.  Satisfaction was highest among those aged between 18 to 35 (65%).

     

    Drivers were also asked if they had a complaint with their garage (including those related to vehicle maintenance) and, if so, was it resolved.   Encouragingly, out of the 49% of respondents who had an issue, 91% said they had successfully concluded it directly with a garage or vehicle manufacturer (up from 87% in 2017 and 83% in 2016).

     

    Reflecting on the findings, Chief Ombudsman Bill Fennell said: “The research which we commission each year provides an important barometer of sentiment amongst motorists in a sector that lies at the heart of vehicle ownership.  The results of our latest study paint an encouraging picture of the service and repair arena.”

     

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