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 04:00 | Last updated: 14 Jun 2018 00:03

Franchised dealer servicing all cars 0-20yrs

If you plan to buy your car outright and keep it for a long time, you’ll want the reassurance that your franchised dealership will provide servicing that’s good quality and affordable as the years roll on.

At the top of our long-term satisfaction table is Honda, whose owners can expect attentive behaviour from staff and a high standard of workmanship throughout their cars’ lives. MG and Lexus both score more than 90% overall, too.

In contrast, a proportion of Jeep owners are distinctly unimpressed with their aftersales service; it is bottom of this table with 75.6%. Also at the lower end of this chart are Citroën, which has one of the lowest scores for quality of work, and Mercedes and Porsche, which rate badly for value for money.

| Position | Brand | No of responses | Satisfaction rating ||---------------|--------------------|---------------------------|-----------------------------|| 1 | Honda | 246 | 91.2% || 2 | MG | 11 | 90.9% || 3 | Lexus | 98 | 90.2% || 4 | Hyundai | 150 | 89.9% || 5 | Dacia | 31 | 89.5% || 6 | Ssangyong | 12 | 89.4% || 7 | Subaru | 28 | 89.3% || 8 | Kia | 131 | 88.9% || 9= | Jaguar | 129 | 88.8% || 9= | Toyota | 204 | 88.8% || 11 | Mitsubishi | 40 | 88.5% || 12 | Skoda | 334 | 88.4% || 13 | Mini | 105 | 87.3% || 14= | Suzuki | 59 | 87.2% || 14= | Aston Martin | 13 | 87.2% || 16= | Renault | 94 | 86.6% || 16= | Volvo | 219 | 86.6% || 18 | BMW | 499 | 86.2% || 19 | Ford | 374 | 86.0% || 20= | Seat | 123 | 85.5% || 20= | Mazda | 215 | 85.5% || 22 | Fiat | 45 | 85.2% || 23 | Peugeot | 90 | 85.1% || 24 | Nissan | 203 | 85.0% || 25 | Audi | 362 | 84.9% || 26 | Vauxhall | 203 | 84.8% || 27= | Land Rover | 155 | 84.7% || 27= | Volkswagen | 484 | 84.7% || 29 | Mercedes-Benz | 319 | 84.4% || 30 | Alfa Romeo | 27 | 83.0% || 31 | Porsche | 51 | 82.9% || 32 | Citroën | 97 | 82.1% || 33 | Smart | 11 | 81.8% || 34 | Jeep | 21 | 75.6% |


Attitude of staff

Best: Ssangyong (98.3%)

Staff working for this Korean brand are experts at keeping owners happy; the brand gains an almost perfect score.

Worst: Jeep (80.0%)

Jeep scores 18% worse than the best, with some owners citing the dealership as what they like least about their car.


Quality of work

Best: Aston Martin (93.8%)

Two-thirds of Aston Martin owners rated the workmanship of franchised servicing agents as very good.

Worst: Jeep (75.2%)

Cars aren’t always fixed on the first visit to the Jeep garage and some owners think staff lack knowledge.


Value for money

Best: MG (87.3%)

Three-quarters of respondents said servicing from their MG dealer was either very good or good value for money.

Worst: Porsche (68.6%)

High repair bills, especially once their cars are out of warranty, are a concern for Porsche owners.