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Dealers survey aftermarket customers in the UK 


The UK’s National Franchise Dealers Association (NFDA) Consumer Attitude Survey Spring 2017 has confirmed trends and revealed new interesting findings about consumer behaviour in the car aftersales sector. 

The survey is designed to research market opinion and explore perceptions towards franchised dealers amongst car owners in the aftersales sector. The findings are to help dealers target specific areas to improve the customer experience at dealerships.

The survey polled 1,000 consumers across the UK in a 15-minute online survey. Public Knowledge considers the results statistically significant with a confidence level of over 99 per cent. 

Sue Robinson, Director of the NFDA said, “The survey covers a number of issues within car servicing including: consumer research on the internet, convenience, consumer experience at the dealership, general perception of franchised dealers, as well as importance of low emissions and safety.

“Positively, franchised dealers continue to stand out for reputation, professionalism and knowledge. Consumers also believe franchised dealers are the safest option to get their car serviced. Nevertheless, there is still room for improvement in some areas.” 

I’m sure there is lots of areas that need improvement but the NFDA wasn’t telling us in their press release what they’re interesting findings were. However, I can guess that they included some old reliables such as –  expensive charges, often long delays getting book in for servicing, etc…