TAILIEUCHUNG - Car Servicing and Repairs Mystery shopping research

We pay the reasonable cost of towing your car to the nearest repairer or place of safety if it is damaged and cannot be safely driven. The amount we will pay under this benefit will depend on where the accident takes place and what transport options are available. The Just Car Lifetime Repair Guarantee The quality of the workmanship and the materials we authorise in the repair of your car will be guaranteed for the life of the car. See pages 14 for details. We cover your replacement car If you replace your car with another car, we will insure the replacement car from. | Car Servicing and Repairs Mystery shopping research Car Servicing and Repairs Mystery shopping research Contents Page Executive Summary 2 Introduction 5 Objective of the research 7 Research Methodology 8 Results - 17 Garage Servicing Results - 30 Fast Fit Outlets Appendix I Tables of Results 33 Appendix II Questionnaires 105 Appendix III Case Studies 125 Executive Summary This report presents the findings of a nationwide survey of the car servicing and repair market in the UK. The survey was commissioned by the Consumer and Competition Policy Directorate of the Department of Trade and Industry with the help of a steering group with representatives from OFT NCC TSI LACORS and VI and was undertaken by ITS Research and Testing Centre formerly Consumers Association Research Testing Centre between March and June 2002. The project consisted of a mystery shopping exercise designed to obtain information on the quality of service to the consumer in the car servicing and repair sector. A range of garages was included in the research - car manufacturer s franchises franchise dealers of which 119 garages were visited independent garages of which 88 were visited and fast fit Centres of which 58 were visited. The respective totals reflected the approximate value of the market share for each business type. The research was two fold - garage servicing among the franchise dealers and independent garages and brake and tyre checks among the fast fit centres. The project was designed with a sufficient sample to give statistically robust data that in turn could provide a reasonable representation of the sector as a whole. It includes a representative national cross section of businesses within the sector including different sizes and types of business. It distinguishes between trade association members and non-members. Trading Standards recommended independent mechanics were used to inspect cars before and after servicing. During the pre-service inspection the mechanics noted any .

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