As part of our timed roll out of web services, we've just launched the online Consumer Survey element for the Service and Repair Code.
Consumers can now select a garage from the Garage Finder tool on the website and then complete a comprehensive survey that covers all primary points of interaction with the garage during a service or repair transaction - it's easy to find, easy to use and whilst being comprehensive only takes a few minutes to complete, with the ability to submit written comments on the survey form.
The results of the completed surveys are monitored by Motor Codes and used as part of our provision of industry performance evidence to the Office of Fair Trading. Equally important is that once an individual garage has had a certain number of surveys completed, the visual (below) automatically appears on their web space on the Motor Industry Codes website. Allowing consumers to immediately identify what other motorists think - who the good guys are and conversely who the poorer operators are when using the Garage Finder.
So, this is a live indicator of what consumers actually think of a subscribers customer service that will provide instant reference for all to see.
Just how it should be too, it's far too easy to provide lists of positive feedback but where's the real comparative value to consumers in that? We need to be able to differentiate between subscribers and make our own minds up on who we want to use based on a fair and full appraisal of their services from the people that have used them before.
We need to give it a little time for the individual garages to accumulate enough survey results, so while consumers can complete the surveys online now, the results will start appearing on the individual garage pages in early July - giving consumers another reason to only use a garage subscribing to the Motor Industry Code of Practice for Service and Repair. Why go anywhere else?
Have a look at http://service.motorindustrycodes.co.uk/consumers/home.html
All the best
Chris
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