News 9 www.aftermarketonline.net NOVEMBER 2024 ‘Busiest Q3 ever’ for referrals to motor ombudsman The past three months have been the busiest ever third quarter of the year for the number of vehicle service and repair dispute cases submitted to The Motor Ombudsman. TMO said on October 28 the total number of service and repair cases logged for the first nine months of 2024 had now reached 4,847 — a yearon-year increase of 29%. Referrals by consumers to TMO’s alternative dispute resolution (ADR) service were up nearly a fifth compared to the same period last year. The drivetrain area of a vehicle drove the most consumer dissatisfaction, followed by the level of customer service provided by repairers when assisting consumers, TMO said. A free-of-charge repair, compensation and a full refund, were the most askedfor resolutions by consumers to help bring their complaint to a close. ‘Strained finances’ Between July 1 and September 30 this year, the ombudsman for the automotive sector received a total of 1,586 new submissions from motorists, up 18% from 1,348 in the third quarter of 2023. This was slightly down on the all-time high of 1,657 service and repair cases logged in the second quarter of this year. The standard of customer service experienced by consumers during a routine service or ad hoc remedial work, accounted for the second highest number of disputes (32%) —higher than the figure of 17% reported at the same time last year. Bill Fennell, chief ombudsman and MD of TMO, said: “With the rising costs of maintaining and operating a vehicle, coupled with the broader financial pressures on households, consumers are more likely to raise a complaint to help recoup any detriment that they may have considered to have suffered, and are submitting far more detailed and comprehensive evidence to bolster their case.” A new report on the auto repair industry suggests garages must amplify transparency, technology and efficiency to meet modern driver demands. According to Making Tracks: The Auto Repair Report by car maintenance marketplace FixMyCar, this year alone has seen several significant events disrupt the status quo of auto repair — including “sustainability pressures and skyrocketing repairer job vacancies”. The report, released on October 29, said EVs remain a lucrative opportunity for mechanics and garages, with EV repair requests having grown by 98% on the platform in the last 12 months. This also highlights a growing second-hand market for EVs, the report said. Drivers increasingly leave OEM servicing cycles and turn to group or independent garages for repairs and maintenance. Consumer demand for speed and efficiency seen in other service industries has also reached auto repair, according to the report. More than 70% of jobs posted on FixMyCar by drivers are confirmed with a chosen garage within 24 hours, with 63% confirmed within the first hour. This race to win work intensifies the competition and demonstrates a need for garages to innovate. Embracing digital tools and technology that streamline operations and make garage bookings more convenient for drivers is increasingly becoming a “must-have” for auto repair businesses to remain competitive. The report also finds evidence that drivers are looking to become more informed about their cars. FixMyCar said the report raised the question of whether it is time for change in the aftermarket. Interim CEO Amanda Webb said: “If the auto repair industry is to maintain its historical strength, our new report finds that garages and mechanics must amplify transparency, technology and efficiency. The data analysis suggests a need for mechanics and garages to modernise and innovate for a new generation of drivers or risk falling behind the competition. “By elevating their standards, improving efficiency and building driver trust with transparent communication, garages can turn the challenges facing the auto repair industry into opportunities for growth.” 7UDQVSDUHQF\ HᎰFLHQF\ NH\ WR DIWHUPDUNHW IXWXUH VD\V UHSRUW
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