Dealers have long recognised that it is the customer experience which ensures a business stands out and customer satisfaction levels have been a key business metric for decades.
Research has found that a third of all data held by franchised dealers is either inaccurate or incomplete , which means they will struggle to maximise MOT and service work.
Following the introduction of new, stricter MOT tests, increasing numbers of vehicles have failed with 10 million vehicles having not met the new criteria since its introduction a year ago.
EVHC or electronic vehicle health check is a well-known workshop tool for identifying work required on a vehicle and is widely used in the franchised sector. But latest figures show thousands of pounds of work is being overlooked because workshops are not using the check at every possibility.
We take a look at how the automotive repair market should consider applying lessons from digital retailers to enhance the service they provide to motorists.
In part 2 of our focus on advanced driver assistance systems (ADAS) we take a closer look at the need for technicians to receive training so repairers can maximise the opportunity of supporting such features in their workshops.
Part I of our focus on advanced driver assistance systems (ADAS) explores the size of the market and the proliferation of such features on today’s vehicles.