Honda (UK) Empowers Customers Through Voluntary Collaboration With Independent Garage Comparison Site, Motor Codes
LONDON – Jan 7, 2014: Honda (UK) empowers customers through voluntary collaboration with leading independent garage comparison site, Motor Codes
Honda (UK) has established a collaboration with the Trading Standards Institute-approved garage comparison site, Motor Codes. The agreement will see customer ratings and data from satisfaction surveys about service and repairs from all of Honda’s 192 car dealerships across the UK published with a satisfaction scoring for each dealer on Motor Codes’ Garage Finder service .
The move aims to empower customers to choose the right dealer for them, based on the feedback of others. Honda and Motor Codes have been running a pilot of the scheme for the last five months, which has seen more than 11,000 customer surveys fed into Motor Codes, giving Honda’s UK network an average satisfaction score of some 94 per cent. This data is now live on Garage Finder.
Nick Holmes, Head of Customer & Aftersales at Honda (UK) comments: “We’re very pleased to be working with such a respected source as Motor Codes. We think it’s important for customers to be able to make an informed choice about choosing a garage, and what better way than by letting them see independent, unedited reviews from other customers. Collecting feedback from across the country all in one place will also help us to continue to monitor satisfaction levels to ensure that we consistently deliver the high standards customers have come to expect from us, wherever they are in the UK.”
Chris Mason, Managing Director at Motor Codes, adds: “To give customers the complete picture, it makes perfect sense to work alongside manufacturers, and we’re delighted that Honda has agreed to come on board. Honda is the largest brand, by number of UK dealers, to use the Motor Codes site to share its customer feedback. This is a great boost for car owners and takes us a step closer in providing the comprehensive approved garage comparison site.”
Motor Codes operates codes of practice relating to new car sales and service and repair. Its 7,700-strong network of garages – main dealer and independent – adheres to these customer service guidelines, approved by the Trading Standards Institute. Helping people make an informed decision on where to trust with their car, the Motor Codes website holds a database of 150,000 online reviews and gathers around 5,000 new ratings from customers of approved garages each month.
Honda’s agreement with Motor Codes comes on the back of research carried out earlier this year which further underlines Honda’s commitment to the very best in customer satisfaction and the resulting customer retention which this brings. The 2013 Castrol Professional Car Servicing and Repair Trend Tracker report reveals that Honda (UK) dealers are the best at retaining customers for routine servicing in the UK, for the sixth consecutive year. Of all Honda owners surveyed for the nationwide survey, 40.3 per cent took their car back to a Honda franchised dealer for its most recent routine service, compared to an average 24.8 per cent across all brands included in the study. The research also reveals a retention rate for Honda dealers of 71.7 per cent for cars less than four years old, against an average of 57 per cent.
Nick Holmes concludes: “This research is real evidence of the great job that our dealers are doing in delighting customers, resulting in them coming back again and again. Customer care for Honda continues long after the car leaves the forecourt, and it’s good to see that so many of our customers put their trust in us to look after their investment.”
Carried out annually since 1995, the Castrol Professional Car Servicing and Repair Trend Tracker report independently surveys 1,000 car owners each month on their servicing habits and preferences.