Workshop transparency priority for MOTs
The recent changes to MOT testing are an opportunity to boost customer satisfaction through transparent video communications says automotive video expert CitNOW.
The MOT has been significantly revamped, and is now more difficult to pass, so workshops need to guide its customers through the repair process.
CitNOW research shows that almost three quarters of motorists are more confident in approving work when video is used, and workshops who use video as evidence to support carrying out maintenance work put themselves in a better position.
The MOT changes have altered how faults are categorised, with new ‘dangerous’, ‘major’ or ‘minor’ labels and new tests have been introduced on everything from steering systems and tyres to brake pads and reversing lights.
Recent reports have suggested as much. One survey showed that nearly half of motorists were confused about exactly what the changes meant, meaning workshops have a key role to play in educating its customer base.
Alistair Horsburgh, CEO at CitNOW commented, ‘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.’