2019 Spring Consumer Attitude Survey

The Consumer Attitude Survey was commissioned by the National Franchised Dealers Association (NFDA), which represents franchised car and commercial vehicle retailers across the UK, and executed by Public Knowledge, a leading market research agency. This is the seventh edition of the survey, which polled 2,000 consumers across the UK in a 15-minute online survey. The main objectives are to understand the profile of consumers in the UK and their perceptions of the different aftersales servicing providers in the UK.

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SPRING 2019
CONSUMER ATTITUDE SURVEY
VIEW SURVEY
2019 SPRING - CONSUMER ATTITUDE SURVEY

Percentage of satisfied customers with their latest experience with franchised dealers

83%
imgSUMMARY

83% of consumers said that they were either ‘very satisfied’ or ‘satisfied’ with their experience at a franchised dealership. The percentages of satisfaction for independent garages and high street national chains were respectively 82% and 66%.

imgSUMMARY

Franchised dealers scored extremely highly when consumers were asked who they think would be safest to get their car serviced by. In fact, 66% of respondents thought franchised dealers are the safest compared to 25% for independent garages and 9% for high street national chains. Perceptions of safety provided by franchised dealers are driven by an association with relevant technical equipment (74%) and specialist expertise in the type of work required for the vehicle (64%). In addition to scoring highly for safety, franchised dealers are the most trusted to service all engine types. Levels of trust are very high for hybrid (55%), pure electric, (56%) and plug-in hybrid cars, (55%).

2019 SPRING - CONSUMER ATTITUDE SURVEY

Which of the following companies do you think it would be safest to get your car serviced by?

Top 3 Answers
  • Franchised dealers
    66%
  • Independent garages
    25%
  • High street chains
    9%
imgSUMMARY

Franchised dealers are the most trusted for servicing pure electric cars. The remaining 29% responded as 'don't know'.

2019 SPRING - CONSUMER ATTITUDE SURVEY

For pure electric cars, which of the following companies would you trust the most to carry out a service?

Top 3 Answers
  • Franchised dealership
    56%
  • Independent garage
    9%
  • High street chain
    6%