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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

Words ByClaire Evans

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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 CitroΓ«n 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: CitroΓ«n (80.5%)

Some owners of older CitroΓ«ns 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.

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