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NFDA Spring 2017 Consumer Attitude Survey – results announcedBack

The results of the NFDA Consumer Attitude Survey Spring 2017 have now been published. The survey was undertaken by Public Knowledge, an independent market research agency.  The survey is designed to research market opinion and explore perceptions towards franchised dealers amongst car owners in the aftersales sector.

The results of the NFDA Consumer Attitude Survey Spring 2017, which were published on Thursday 6 April 2017, have 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 the dealership.

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%.

The main objectives of the survey are to:

  • Explore perceptions towards franchised dealers
  • Understand consumer behaviour and factors influencing consumer aftersales decisions
  • Analyse consumer opinions of aftersales offerings

The third edition of the survey covers several 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.

The Consumer Attitude Survey is intended to give dealers a better understanding of their customers and allow them to refine their aftersales operation to suit their needs. The NFDA will continue to commission the survey twice a year to demonstrate clear trends which will provide valuable insights for franchised dealers.

A summary of the main findings is available on the NFDA website –, if you would like further information or data, please contact the NFDA at

Posted by Sue Robinson on 07/04/2017