Independents take top spot in servicing satisafaction survey

Published:  29 September, 2017

Independent garages are ahead of franchised dealers when it comes to winning customer hearts and minds according to a new survey.
The What Car? Servicing Satisfaction Survey 2017 heard from 8,300 new car customers, and found independents beat franchised dealers when it comes to value for money across servicing work, with an average customer satisfaction score of 89.8% compared to 79.4%.
On newer cars, customers gave independents 84.1% for satisfaction and 91.4% for value. In comparison, franchised outlets, who serviced the majority of younger cars in the survey, attained a customer satisfaction score of 80.9%.
On customer experience, independents scored 94.2% on average for attitude and politeness of staff compared to 91.1% for franchised dealers. Franchised workshops also scored less for the quality of work, with 88.5% of customers satisfied compared to 92.7% of those who used independents.

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