NFDA Consumer Attitude Survey results published

Franchised dealers stand out for ‘reputation, professionalism and knowledge’

The results of the NFDA Consumer Attitude Survey Spring 2017 were published today, Thursday 6 April 2017. The survey is designed to research market opinion and explore perceptions towards franchised dealers amongst car owners in the aftersales sector.

This is the third edition of the study which is executed by Public Knowledge, a leading market research agency. The survey polled 1,000 consumers across the UK in a 15-minute online survey. Public Knowledge considers the results statistically significant with a confidence level of over 99 per cent.

“The Spring 2017 has confirmed trends and revealed new interesting findings about consumer behaviour in the car aftersales sector. These will continue to help dealers target specific areas to improve the customer experience at dealerships”, said Sue Robinson, Director of the National Franchised Dealers Association (NFDA) which represents franchised car retailers in the UK.

Robinson continued, “The survey covers a number of issues within car servicing including: consumer research on the internet, convenience, consumer experience at the dealership, general perception of franchised dealers, as well as importance of low emissions and safety.

“Positively, franchised dealers continue to stand out for reputation, professionalism and knowledge. Consumers also believe franchised dealers are the safest option to get their car serviced. Nevertheless, there is still room for improvement in some areas.

“With the data provided, our members can address the specific issues that have arisen. The NFDA Consumer Attitude Survey will run twice annually to demonstrate clear trends that will provide valuable insights for franchised dealers.”

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