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Honda partners with Motor Codes to publish customer aftersales satisfaction ratings

Customer ratings and satisfaction survey comments for Honda's 192 UK car dealerships are to be posted online thanks to a partnership with Trading Standards Institute-approved garage comparison site, Motor Codes.

Honda and Motor Codes have been running a pilot of the scheme for the last five months, which has seen more than 11,000 customer surveys fed into Motor Codes, giving Honda’s UK network an average satisfaction score of 94%.

This data is now live on the Motor Codes' 'garage finder' (www.motorcodes.co.uk/garagefinder/).

The move aims to empower customers to choose the right dealer for them, based on the feedback of others.

Nick Holmes, head of customer and aftersales at Honda (UK), said: "It’s important for customers to be able to make an informed choice about choosing a garage, and what better way than by letting them see independent, unedited reviews from other customers.

"Collecting feedback from across the country all in one place will also help us to continue to monitor satisfaction levels to ensure that we consistently deliver the high standards customers have come to expect from us, wherever they are in the UK.”

Chris Mason, Motor Codes' managing director, said: “To give customers the complete picture, it makes perfect sense to work alongside manufacturers.

"Honda is the largest brand, by number of UK dealers, to use the Motor Codes' site to share its customer feedback. This is a great boost for car owners and takes us a step closer in providing the comprehensive approved garage comparison site.”

Motor Codes operates codes of practice relating to new car sales and service and repair.

Its 7,700-strong network of garages – main dealer and independent – adheres to these customer service guidelines, approved by the Trading Standards Institute.

Helping people make an informed decision on where to trust with their car, the Motor Codes website holds a database of 150,000 online reviews and gathers around 5,000 new ratings from customers of approved garages each month.

The 2013 Castrol Professional Car Servicing and Repair Trend Tracker report revealed that Honda (UK) dealers are the best at retaining customers for routine servicing in the UK, for the sixth consecutive year. Of all Honda owners surveyed for the nationwide survey, 40.3% took their car back to a Honda franchised dealer for its most recent routine service, compared to an average 24.8% across all brands included in the study.

The research also reveals a retention rate for Honda dealers of 71.7% for cars less than four years old, against an average of 57%.

Holmes said: “This research is real evidence of the great job that our dealers are doing in delighting customers, resulting in them coming back again and again. Customer care for Honda continues long after the car leaves the forecourt, and it’s good to see that so many of our customers put their trust in us to look after their investment.”

Carried out annually since 1995, the Castrol Professional Car Servicing and Repair Trend Tracker report independently surveys 1,000 car owners each month on their servicing habits and preferences.



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