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...

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

Franchised dealer servicing cars aged 4-20yrs

The majority of cars in this category will be out of warranty, meaning owners will have to foot the bill for repair work. This is where the level of satisfaction with franchised garages could plummet. However, Subaru and Suzuki buck this trend by keeping owners of older cars happier than those with cars aged three or under. Ford also scores higher in this table than in the 0-3 years ranking. Hyundai puts in a strong performance, almost matching the satisfaction rate for cars of 0-3 years.

An almost 10% fall in overall satisfaction compared with the 0-3 years table pushes Alfa Romeo down to the bottom of this ranking. Mini takes a dive, too, with its rating dropping from 91.2% in the 0-3 years table to 83.9% in this one.

| Position | Brand | No of responses | Satisfaction rating ||---------------|--------------------|---------------------------|-----------------------------|| 1 | Subaru | 14 | 92.9% || 2= | Suzuki | 11 | 90.3% || 2= | Honda | 142 | 90.3% || 4 | Hyundai | 54 | 89.6% || 5 | Lexus | 50 | 87.9% || 6 | Toyota | 118 | 87.5% || 7 | Skoda | 130 | 87.1% || 8= | Jaguar | 78 | 86.5% || 8= | Ford | 181 | 86.5% || 10 | Kia | 52 | 86.4% || 11 | Volvo | 96 | 85.7% || 12 | Aston Martin | 11 | 85.5% || 13= | BMW | 229 | 85.4% || 13= | Renault | 31 | 85.4% || 15 | Fiat | 21 | 85.1% || 16 | Audi | 145 | 84.6% || 17= | Vauxhall | 17 | 84.5% || 17= | Nissan | 145 | 84.5% || 19 | Mazda | 70 | 84.4% || 20 | Peugeot | 42 | 84.3% || 21 | Land Rover | 67 | 84.1% || 22 | Mini | 56 | 83.9% || 23 | Mercedes-Benz | 141 | 82.7% || 24 | Seat | 38 | 81.8% || 25 | Volkswagen | 192 | 81.4% || 26 | Citroën | 38 | 80.9% || 27 | Porsche | 26 | 80.5% || 28 | Alfa Romeo | 10 | 77.3% |


Attitude of staff

Best: Subaru (100.0%)

Owners of older Subaru models rated the attitude of franchised dealer staff as very good.

Worst: Alfa Romeo (82.0%)

Although half of older Alfa Romeo owners rated staff as very good, a large minority rated them negatively.


Quality of work

Best: Subaru (97.1%)

No wonder Subaru owners are loyal: quality of servicing was rated as very good by the majority of owners of older cars.

Worst: Citroën (80.5%)

Some owners of older Citroëns aren’t happy with the ability of service departments to fix faults on the first attempt.


Value for money

Best: Suzuki (85.5%)

Around three-quarters of owners of older Suzukis said their service agent was very good or good value for money.

Worst: Porsche (66.9%)

Owners of older Porsches gave the brand the lowest score for franchised dealer servicing satisfaction.