2017 What Car? Servicing Satisfaction Survey

The 2017 What Car? Servicing Satisfaction Survey reveals the brands that are trusted to deliver quality work and the ones that could leave you feeling underserved or overcharged...

Author Avatar
Claire Evans
28 Sep 2016 4:0 | Last updated: 14 Jun 2018 0:3

Independent garage servicing all cars 0-20yrs

The overall satisfaction rating for non-franchised servicing is 92.2%, nearly 6% higher than for franchised agents, mainly because car owners believe they get better value for money from independents.

One notable finding is the big difference in the level of satisfaction expressed by owners of certain brands. Porsche drivers getting their cars serviced independently are far happier than those using franchised dealerships, with a 94.3% overall rating (versus 82.9%). It’s a similar story with Alfa Romeo and Audi owners.

Joining Jeep and Citroën at the bottom of the table is Fiat, although all three receive a better score in this table.

| Position | Brand | No of responses | Satisfaction rating ||---------------|--------------------|---------------------------|-----------------------------|| 1 | Hyundai | 77 | 95.5% || 2 | Chevrolet | 13 | 95.4% || 3 | MG | 12 | 95.0% || 4 | Lexus | 27 | 94.8% || 5= | Porsche | 33 | 94.3% || 5= | Mitsubishi | 27 | 94.3% || 7 | Saab | 43 | 93.8% || 8= | Subaru | 38 | 93.7% || 8= | Honda | 139 | 93.7% || 10= | Ford | 312 | 93.0% || 10= | Volvo | 90 | 93.0% || 12= | Alfa Romeo | 41 | 92.8% || 12= | Mazda | 115 | 92.8% || 14= | Mini | 48 | 92.5% || 14= | Audi | 188 | 92.5% || 16= | Toyota | 110 | 92.4% || 16= | Peugeot | 79 | 92.4% || 16= | Mercedes-Benz | 163 | 92.4% || 19 | Kia | 51 | 92.3% || 20= | Volkswagen | 279 | 92.1% || 20= | Skoda | 136 | 92.1% || 22 | Suzuki | 35 | 92.0% || 23 | Land Rover | 90 | 91.8% || 24 | Seat | 81 | 91.7% || 25= | Renault | 91 | 91.6% || 25= | Nissan | 114 | 91.6% || 27 | BMW | 243 | 91.5% || 28 | Vauxhall | 180 | 91.4% || 29 | Jaguar | 55 | 90.7% || 30 | Fiat | 40 | 87.8% || 31 | Citroën | 85 | 87.5% || 32 | Jeep | 10 | 87.3% |


Attitude of staff

Best: Hyundai (97.1%)

Whether Hyundai owners chose brand specialists or non-specialists, they agreed that the staff are first rate.

Worst: Fiat (89.0%)

Seven out of 10 Fiat owners who chose a brand specialist rated it as very good, but only two-thirds of those using a non-specialist said the same.


Quality of work

Best: Chevrolet (96.9%)

Across all models and for specialist and non-specialist independents, Chevrolet owners rated the quality of work as good or very good.

Worst: Citroën (87.1%)

More brand specialists than non-specialists were rated as very good by owners of Citroën cars.


Value for money

Best: Lexus (94.8%)

Almost every Lexus owner using a brand specialist gave the top rating, while more thantwo-thirds of those using a non-specialist said the same.

Worst: Jeep (82.0%)

Although the majority of non-specialists were rated as very good, brand specialists were rated badly.