Customer trust is about more than just five-star rating reviews, warns MyCarNeedsA.com

Rip off vehicle repairs are "damaging the reputation of the industry"

Customer trust is about more than just five-star rating reviews, warns MyCarNeedsA.com
MyCarNeedsA.com is one of eight business chosen from 400 companies across the UK to be featured in the Telegraph’s Business Club. Image: Bigstock.

According to MyCarNeedsA.com, a small number of providers are damaging the reputation of the MOT, servicing and repairs industry, when many are making great strides towards improving customer service.

Scott Hamilton, managing director: “We know from our own research that customers are concerned that they will be charged for work that is not done, or that unnecessary work will be carried out.

“In reality, the industry has come a long way to improve the quality of service and has made great efforts to build consumer trust and shift misconceptions.

“The ability to carry out a job and meet customers’ expectations is incredibly powerful in building trust.

MyCarNeedsA.com now works with 4,000 dealers, garage and workshop partners nationwide.

Only authorised repairers provide quotes for work, after a thorough vetting process and only genuine parts are used on all customer vehicles.

Improve customer engagement

“Surprisingly, bad reviews can be an opportunity to promote quality of service – garages should engage with customers who leave bad online reviews about poor quality service to address issues and problems in a professional manner,” added Scott.

“Potential new customers who check out reviews before contacting a garage or workshop will feel they are seeing a true picture of its business and this can influence their purchasing decisions.

“If dealers only have five-star ratings, they can appear to be too good to be true.

“The best thing about a bad review is that garages and workshops have the opportunity to respond in a way that shows they care and will win customers.”

Eighty per cent of jobs generated by MyCarNeedsA.com for its service providers are grade A.

For further information, click ‘more details’ below or call 028 3833 8091.

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