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Study: Welsh and Scottish are best aftersales advocates

A study by the Motor Ombudsman has found motorist living in Wales and Scotland are most likely to recommend their local garage.

The latest Service and Repair Code of Practice survey asked consumers who have used a franchise dealer or independent garage that is accredited to its Chartered Trading Standards Institute-approved Code, a series of questions about their visit, including whether they would recommend their local garage following work on their car.

Nationwide, 93% of franchise dealer customers would make a recommendation, which rises to 99% for those that have visited an independent business.

Bill Fennell, chief ombudsman and managing director of The Motor Ombudsman, said: “With so much choice across the country as to where to get your car repaired, word of mouth remains a powerful source of business for many garages up and down the country, and the reviews clearly reflect this.

“A high standard of service and workmanship is what today’s motorists expect, and our Service and Repair Code provides the necessary guidelines to achieve and maintain this. We are therefore continuing to see more and more garages signing up to our Code, as it allows them to stand out from their competitors who are not accredited to us.”

The reviews left by more than 179,000 respondents revealed that drivers in the southern Scottish counties of Berwickshire and West Lothian, as well as those resident in the Welsh areas of Cardiff, Neath Port Talbot and Bridgend, are the most loyal when it comes to sharing good experiences with others, with all championing the work of their chosen garage.

The results also showed that individuals living in Greater Manchester and Northern Ireland look to spread a positive message, whilst 98% of participants polled in Guernsey and on the Isle of Man are keen to do the same.

Furthermore, female motorists in the UK and those aged over 65 are the most effective communicators when it comes to advising relatives and acquaintances as to where they should take their car in for a service or MOT. Conversely, the 26 to 39 age group are the least inclined to pass on advice about a business that delivers good work and service.



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