Dealerships top customer trust survey

The Autumn 2017 NFDA Consumer Attitude Survey has revealed that 67% of consumers think franchised dealers are the safest place to service their car.

Only 22% of consumers see independent garages as the safest and 11% believe high street national chains are the safest. Franchised dealers are perceived as the safest also by those who have not used a dealership for aftersales care in the past two years.

This significant perception difference demonstrates that franchised dealers are regarded as best in class for vehicle servicing. When asked why franchised dealers were viewed as safer consumers said they have specialist expertise for the type of work needed and they have suitable technical equipment and systems.

In addition, consumers think that franchised dealers are more trustworthy to carry out a service across all engine types than six months ago.

The Consumer Attitude Survey was commissioned by the National Franchised Dealers Association (NFDA). It polled 1,000 consumers in June.

Sue Robinson, director of the NFDA, said, ‘It is extremely encouraging to see that franchised dealers continue to be seen by consumers as the safest place to get their car serviced. Our members are at the forefront of aftersales servicing with safety viewed as the number one priority across all franchised dealers in the UK. The survey has demonstrated very significant data which validates the work of the franchised dealer network over a number of years.

‘The results of this issue of the Consumer Attitude Survey show that NFDA members are trusted by the consumer and, with high levels of manufacturer training and specialist tools and equipment, we believe this trend can further improve.’