8:47 am, July 2, 2013
THE Trading Standards-approved garage scheme, Motor Codes, has developed a new online service and repair ratings system.
The review system, supported by dealers and manufacturers, will allow its subscribers to feed customer opinion from their own CSR tools.
Motor Codes currently has around 120,000 customer surveys published on its website where they are displayed unedited, with each review traceable to a service, repair or MOT job via invoice number and vehicle registration.
Marshall Motor Group worked with Motor Codes on the development of the online information exchange, in which it piloted the survey feed software over a six-month period.
Results revealed the system built up a healthy level of online feedback and Mitsubishi Motors in the UK has become the first brand to adopt the open approach to customer feedback.
The move reflects the Motor Codes ethos of scrutiny and transparency, in its bid to ensure that car owners can make informed choices when choosing a service and repair garage.
The website offers a garage finder facility where potential customers can look up their nearest main or independent government-backed garage, read reviews left by existing customers and then rate the customer service they receive.
Managing director at Motor Codes, Chris Mason, said: ‘It’s how today’s online consumer makes choices. Motor Codes has operated the review system for a couple of years now and built up a sizeable bank of public opinion.
‘By working with our subscribers and pulling in their own customer satisfaction data, the volume of feedback available to people will grow immensely. The more comments backing a high satisfaction score, the more people trust what they see. Ultimately, this is good for business.”
Managing director at Mitsubishi Motors in the UK, Lance Bradley, added: ‘Through Motor Codes, we welcome the opportunity to show how satisfied Mitsubishi customers are with their service experience. It stands to reason that the more positive ratings our dealers generate, the more business they are likely to retain and gain.’
