What Car? Reliability Survey - what does it reveal about owners and their cars?

How satisfied are you with car servicing and with your breakdown service provider?...

How to have your car serviced

Has your car been serviced in the past 12 months? If so, where did you get the work done? 

More than three quarters of cars (78%) had been serviced and 60% of owners used franchised garages. The next most popular option was independent non-brand specialists, which were used by 22% of owners; only 2% used fast-fit/chain repair centres. 

How satisfied were you with the politeness of staff, quality of work and value for money? 

When it comes to politeness of service department staff, car owners were mostly impressed, with 71% stating the garage was very good in this respect. 

Not quite as many respondents were very happy with the quality of the work carried out – 64% rated it as very good, and 27% as good. 

Even fewer owners thought that servicing was good value for money – 46% rated their garage as very good, 31% rated it as good and 4% rated it as bad. 

Has your car broken down in the past 12 months? 

Car on breakdown truck

Only 7% of the cars we were told about had suffered a breakdown that required assistance from a recovery service in the previous 12 months. 

The brand that needed assistance the most often was Land Rover, and the one that needed the least help was Dacia. 

The most common reason for calling out a breakdown service provider was an engine problem, accounting for nearly 40% of call outs. 

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