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MOT changes 'a chance to improve customer satisfaction and transparency', says CitNOW

CitNOW’s chief executive Alistair Horsburgh

Transparent video communications could boost customer satisfaction in response to recent MOT changes, says CitNOW.

As the revamped MOT has become “more difficult” to pass, CitNOW research highlighted that the use of video makes customers more confident in approving work.

CitNOW’s chief executive, Alistair Horsburgh (pictured), said: “Video has struck a chord with customers because they value the transparency it gives in the approval process.

"With a more rigorous MOT in place, the aftermarket industry has an opportunity to reinforce customer trust with a technology-led approach.”

The changes have altered how faults are categorised, with new ‘dangerous’, ‘major’ or ‘minor’ labels and new tests have been introduced.

According to an RAC survey, nearly half of motorists were confused about exactly what the changes meant.

Horsburgh said: “For workshops and motorists alike, the MOT can be tough at the best of times, but we now have millions of drivers across the UK who might not understand the new MOT rules, or even realise that it’s changed."

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