A recent consumer attitude survey commissioned in the UK by the National Franchised Dealers Association (NFDA) that revealed consumers believe franchised dealerships are the safest place to have their car serviced, is in line with consumer feedback new car dealers in Australia are receiving.
Australian Automotive Dealer Association (AADA) CEO David Blackhall said there is a parallel trend in Australia with consumers having a strong faith in new car dealers when it comes to servicing.
“Consumers see new car dealerships as dependable and reliable and are impressed with the state-of-the-art service facilities and feel more comfortable knowing the dealership is directly linked to a manufacturer,” Mr Blackhall said.
Mr Blackhall said the NFDA survey revealed 67 per cent of consumers think franchised dealers are the safest place to service their car, 22 per cent thinking the independent repairers the safest and only 11 per cent thinking the national chains the safest.
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.
When asked why franchised dealers are viewed as safer consumer responded:
- “They have specialist expertise for the type of work I need.”
- “They have technical equipment and systems for my type of car.”
NFDA Director Sue Robinson said her members are at the forefront of aftersales servicing with safety viewed as the number one priority across all franchised dealers in the UK.
“The survey showed NFDA members are trusted by consumers and, with high levels of ongoing manufacturer training and specialist tools and equipment, we believe this trend can continue,” she said.
Mr Blackhall said AADA members are reporting similar trends and shared the NFDA’s same level of confidence that this trend will grow in Australia.