Hollow victory

Bosch seeks improvement following 'victory' in Which? mystery shopping investigation

Published:  26 August, 2010

BOSCH says it will not celebrate its Car Service network being ranked as the top-performing garage scheme in a Which? mystery shopping investigation until it has “eliminated all errors from it’s service delivery”.

/>The Which? investigation found over a third of Bosch Car Service garages failed to spot basic faults on cars – including deflated tyres, blown reversing lights and low brake fl

/>However, of all garages linked to a workshop scheme, garages affiliated to the Bosch Car Service scheme scored high

/>By fixing 64% of the basic faults, 36% of the potentially-dangerous faults were still left un-chec

/>A Bosch spokesman said: “Bosch is pleased to see that the investment in the Bosch Car Service network coming out on top when it came to rectifying faults introduced in the mystery shopping investigation, but will not be celebrating until the Bosch network has eliminated all errors from it’s service delivery.

/>Robin Shaw, the man in charge of the Bosch automotive aftermarket division, added: “We recognise that the service and repair sector has taken a hit in consumer confide

/>“Although this is an industry problem it is clear that there are signs of improvement with the focus on codes and accreditation being at the forefront for the sec

/>“However, the industry still has a long way to go. We are prepared to continue to invest and lead the necessary industry wide improvement.

/>The full Bosch statement responding to the Which? investigation read as foll

/>Bosch welcomes the recent report into garage servicing conducted by Which? as an important piece of qualitative research for the motor indus

/>While recognising that there is definitely room for improvement, Bosch is pleased to see that the investment in the Bosch Car Service network coming out on top when it came to rectifying faults introduced in the mystery shopping investigation, but will not be celebrating until the Bosch network has eliminated all errors from it’s service deliv

/>&#

/>“We are encouraged, but not surprised to see Bosch Car Service at the forefront of raising standards within the industry,” said Bosch automotive aftermarket divisional director Robin S

/>“At Bosch, we recognise the importance of investing in high quality standards and welcome the report in highlighting room for improvem

/>“Bosch Car Service was the first network to secure approval under the Office of Fair Trading's (OFT’s) Consumer Codes Approval Scheme which recognises our efforts in safeguarding and promoting consumers’ interests.

/>&#

/>Every member in the Bosch Car Service network is audited every year and also subjected to our own independent mystery shop test

/>Independent consumer research of 4,275 customers showed that 99.6% would use Bosch Car Service ag

/>Bosch Car Service technicians utilise Bosch’s comprehensive range of training courses on the latest technologies, the industry-leading range of Bosch diagnostic equipment and access to a wide range of Bosch’s OE quality pa

/>&#

/>Robin added: “We recognise that the service and repair sector has taken a hit in consumer confide

/>“Although this is an industry problem, it is clear that there are signs of improvement, with the focus on codes and accreditation being at the forefront for the sec

/>“However, the industry still has a long way to go. We are prepared to continue to invest and lead the necessary industry wide improvement

/>&#

/>He continued: “While Bosch fully supports the Right To Repair Campaign, we also recognise the duty to use this right to repair to the highest stand

/>“As the modern vehicle will continue to advance in technology, it is essential that workshops invest in up-to-date equipment and software, and support qualified ATA accredited technicians with ongoing train

/>“Vehicle and fault identification and OE quality part fitment is also essential. This will help improve the reputation of the industry and most importantly, ensure the safety of motorists on the roads at all times.

/>&#

/>He concluded: “We are proud of what the Bosch Car Service network has already achieved and our members value the rigorous testing and quality control, customer satisfaction and culture of continuous improvement to which we adh

/>“If a shortcoming is ever found at a member garage we will always take the appropriate steps to address the matter and improve the service offered to our customers. We will not be content until our network (and hopefully also the wider industry) consistently achieve nothing short of excellent repair and servicing standards.

/>

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