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Franchised dealers ‘better inform customers’ of repair costs

Scott Hamilton

The 2017 Auto Express Driver Power survey has uncovered evidence suggesting that franchised dealers better inform customers of repair costs and progress.

When it comes to the quality and efficiency of servicing and repairs, the survey shows that franchised dealers are just ahead of independents.

Franchised dealers were said to keep customers better informed of the costs and progress of the repairs. 

They also cited franchised dealers as being better able to answer questions about work being done, while independents lost out on clarity of their paperwork.

The results were brought to light by, following recent media focus on unscrupulous MoT, servicing and repair providers.

It has also revealed that just 9.7% of customers said they felt repair costs were higher than they had expected and 10.6% said the dealer did not explain the problem. 

The research also shows that just 5% of customers were not provided an estimate in advance of completing the work and 5.3% experience unexplained bills and charges.’s managing director Scott Hamilton (pictured) said: “We know from our own research that customers are concerned that they will charged for work that is not done, or that unnecessary work is carried.

"This fear is reinforced by a small number of providers that are damaging the reputation of the MOT, servicing and repairs industry, when many are making great strides towards improving customer service.

“Independent and franchised dealers should be shouting about their quality of service to build consumer trust and shift misconceptions.

“Customers are influenced as much by the services provided and previous reviews, as price.” 

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