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The results of the latest NFDA Consumer Attitude Survey Autumn 2017 were announced on 10 October 2017. It was extremely encouraging to see that franchised dealers continue to be seen by consumers as the safest place to service their car.
This is the fourth issue of the Consumer Attitude Survey which was commissioned by the National Franchised Dealers Association (NFDA) and executed by Public Knowledge, a leading market research agency. The survey polled 1,000 consumers across the UK in a 15-minute online survey between 9-21 June 2017. Public Knowledge considers the results statistically significant with a confidence level of over 99%. The main objectives of the survey were to explore current consumer perceptions of franchised dealers and their competitors as well as understand consumer aftersales behaviour.
The latest findings from the Autumn 2017 NFDA Consumer Attitude Survey shows that 67% of consumers think franchised dealers are the safest place to service their car. Only 22% of consumers see independent garages as the safest and 11% believe high street national chains are the safest. Franchised dealers are perceived as the safest also by those who have not used a dealership for aftersales care in the past two years.
This significant perception difference demonstrates that franchised dealers are regarded as best in class for vehicle servicing. When asked why franchised dealers were viewed as safer consumers said:
In addition, consumers think that franchised dealers are more trustworthy to carry out a service across all engine types than six months ago. Franchised dealers continue to be seen as professional, knowledgeable and reputable by the majority of consumers.
“The results of this issue of the Consumer Attitude Survey show that NFDA members are trusted by the consumer and, with high levels of manufacturer training and specialist tools and equipment, we believe this trend can further improve”, said Sue Robinson, NFDA Director, commenting on the survey.