Saturday, October 20Serving the aftermarket

The Motor Ombudsman updates review tools

The Motor Ombudsman, the automotive dispute resolution provider, is pleased to announce that it has upgraded its online consumer reviews tool on its Garage Finder. The refreshed design and layout makes it easier and quicker for any customer to express their opinions and evaluate a Motor Ombudsman-accredited franchised dealer or independent garage following a vehicle purchase or service.

Using the “Rate” button on a garage’s profile, a customer can select the relevant Code of Practice survey, namely Vehicle Sales, after buying a new or used car, or Service and Repair after having any work carried out on their vehicle. They are then able to score different aspects of their experience of the business based on a one to ten star rating. These include the booking process, the quality of work, as well as the likelihood of recommending the garage to others.

Furthermore, individuals have the facility to openly leave comments on a trader, which are subsequently displayed on their Garage Finder profile in addition to their overall star rating and the proportion of people who have recommended the business. Any customer who rates a garage is eligible to enter The Motor Ombudsman’s quarterly prize draw to win £500 in lifestyle vouchers.

The reviews provided by motorists are invaluable for Motor Ombudsman-accredited businesses, as they can be used to further improve and refine internal processes in order to deliver even higher standards of workmanship and service. Similarly, it is an effective tool for garage owners to highlight positive performances to staff, or conversely, where something can be changed for the better.

Bill Fennell, Chief Ombudsman and Managing Director of The Motor Ombudsman, said: “In the digital age, consumers often consult reviews and the views of others as a first port of call before making a decision about where and what to buy, especially if it’s a big ticket item like a car. We therefore wanted to create a one-stop, easy-to-use survey tool where motorists can share their thoughts about a business. This, in turn, creates an impartial and transparent picture for fellow consumers so that they can make a fully informed choice as to which garage to go to.”