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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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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 CitroΓ«n 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 CitroΓ«n 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: CitroΓ«n (87.1%)

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


Value for money

Best: Lexus (94.8%)

Almost every Lexus owner using a brand specialist gave the top rating, while more than two-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.

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