Dealers and manufacturers back Motor Codes reviews system
Motor Codes, the Trading-Standards-approved garage scheme, has developed its online service and repair ratings system to allow its subscribers to feed customer opinion from their own CSR tools. Marshall Motor Group has worked with Motor Codes on development of the online information exchange and, following a six-month Marshall pilot, 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. Its website offers a garage finder facility where people can look up their nearest government-backed garage – main dealer or independent – read reviews left by existing customers and then rate the customer service they themselves receive.
“It’s how today’s online consumer makes choices,” explains Motor Codes managing director, Chris Mason.
“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, pulling in their own customer satisfaction data, the volume of feedback available to people will grow immensely.”
Currently, Motor Codes has around 120,000 customer surveys published on its website. They are displayed unedited, with each review traceable to a service, repair or MOT job via invoice number and vehicle registration.
Marshall Motor Group piloted the survey feed software over a six-month period and, as such, has built up a healthy level of online feedback through motorcodes.co.uk. Daksh Gupta, Marshall CEO, sees the collaboration as one that adds credibility:
“With online reviews, volume is key. The more comments backing a high satisfaction score, the more people trust what they see. Ultimately, this is good for business.”
A point echoed by Lance Bradley, Managing Director, Mitsubishi Motors in the UK:
“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.”
The survey feed is available for use by independent garage groups, as well as main dealer networks. More information can be found at www.motorcodes.co.uk or by calling 020 7344 1651.