Consumer Minister open letter to independent garages

Gareth Thomas MP, Minister for Trade and Consumer Affairs has written an open letter to independent garage operators urging them to subscribe to the Service and Repair Code. Have a look, he makes some very good points..

Clearly this endorsement is invaluable to us as we spread the word and get those garages that are responsible business operators to demonstrate the fact by committing to provide satisfactory levels of customer service.

Those that are already subscribing are realising that the Code is more than a compliance tool - it's actually an excellent and cost effective marketing tool. Be a business that makes the move and sign up - then boast about it in your local competitive area, others that aren't can't compete with the levels of consumer reassurance you'll be able to offer.

If you're a consumer looking for a garage to use, check out our Garage Finder for a Code subscriber near you. If the garage you use isn't a Code subscriber, ask them why not!

So, if you're an independent garage owner or a consumer looking for a garage in your area - make sure you visit http://www.motorindustrycodes.co.uk/

It'll change your perceptions of the garage industry!

All the best
Chris

Consumer feedback - live on website now

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

Watchdog

You'd think they'd be interested wouldn't you?

How many times have we flicked the TV on and had to watch another rip off merchant fleecing customers and generally giving our industry a bad name and further deminishing the confidence of consumers? I'll tell you how many - loads.

So, upon launching the Service and Repair Code I began my own little crusade, sending Watchdog press releases, letters and information packs. I haven't stopped really, every once in a while hit the button on a positive news story for them, or send a pack of positive information about the best good news story the industry has seen for some time.

You see, I'd like to get Watchdog to acknowledge that the industry is not all bad. In fact it is mainly good, honest and decent people operating responsible businesses and keeping their customers happy.

You would think they'd show some interest, wouldn't you?

Well here it is, one postcard with this written on it


Blimey. I'll keep trying to get something a little more substantive out of them, and one day maybe they will actually acknowledge that subscribers to the Motor Industry Code of Practice for Service and Repair are providing appropriate levels of customer service, and industry led consumer protection via self regulation, with the backing of the government and consumer lobby - or would that just be a bit too much good news for one show to cope with?

One Show, now there's a thought...

I'll keep you posted.

All the best
Chris

Lexus website

It's nice to see Lexus doing their bit in ensuring that customers and visitors to their website are aware of their support for the Service and Repair Code.

The entire Lexus dealer network subscribe to the Code and Lexus have created some impressive internal training modules which all dealers have received to ensure they understand what the Code entails and how to accomodate it within their day to day business.

Now, they're making sure that they continue to do what is asked of them by the Code and Office of Fair Trading core criteria by publicising their commitment to the Code.

What more could we ask for?

All the best
Chris

Automobile Association - supporting the Service and Repair Code

Nice to see the AA taking the initiative and dedicating a whole page on its website to informing motorists of the benefits of the Service and Repair Code, what to look out for and how to contact our services.

They've clearly spent a little time in assessing the values of pledging their support for this industry-led self regulatory initiative and given it some great coverage - click the image and have a look.

All the best
Chris

Office of Fair Trading - market study

The Office of Fair Trading has announced it will be carrying out a market study into the sale of used cars. This study will run for the remainder of 2009 and will look to identify specific problems that exist within the used car sales sector and how these cause detriment to consumers. Following this period of evidence gathering OFT will make recommendations regarding any corrective action required.

http://www.oft.gov.uk/news/press/2009/51-09

An interesting development and one which the Motor Codes team will be following closely and contributing to over the coming months.

With the government and regulators favouring sector specific self regulation to set and maintain minimum standards of operation, we'll be keen to discuss what the OFT are looking to achieve and indeed what they feel are the key areas of concern.

I'll update further once we've had the opportunity to find out more.

All the best
Chris