Bosch achieves 99.8% customer satisfaction
- Posted by: Alan Feldberg
- Category: News
According to the latest independent customer satisfaction survey results, 99.8% of customers would use the Bosch Car Service network again.
The scheme, which prides itself as offering a high-quality multi-brand alternative to main dealer networks, consistently delivers impressive scores in its annual independent customer survey. A huge 97% of respondents rated the helpfulness of staff as excellent, while 94% of those surveyed also assessed the overall service given as excellent.
In keeping with Bosch Car Service’s transparent approach to car servicing, 98% of respondents said that the total cost of work was in line with the initial estimated figure, while just under 100% (99.5%) said that the final invoice clearly expressed the work done, costs and charges applied and details of warranty coverage.
Originally launched in 2003, Bosch Car Service comprises of over 500 members in the UK and Ireland and is the longest running code of conduct for service and repair of vehicles. The network was the first to receive OFT approval for its service and repair code and latterly, an inaugural member of the Trading Standards Institute’s (TSI) Consumer Codes Approval Scheme.
Rhian Kendall, concept manager at Bosch Car Service, said, ‘We set up the scheme to give vehicle owners real peace of mind when looking for a garage. All the independent garages in the scheme have a vested interest in delivering first-rate customer service, as their livelihoods depend on repeat business. These results show just how effective their hard work has been.’
Each business has agreed to honour the scheme’s strict quality guidelines and, to guarantee they maintain these high standards, members are independently audited. It’s this consistency that allows the scheme to deliver outstanding levels of customer satisfaction time and time again.
Every garage in the Bosch Car Service network has also agreed to abide by a strict and transparent complaint-handling process, which offers an independent way of solving disputes between garages and customers, if they arise.