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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 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 CitroΓ«n, 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 CitroΓ«n 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.

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