Thought Leadership Papers

 

After new and used vehicle sales, the service and repair sector is the second largest source of consumer disputes received by The Motor Ombudsman, making up 34% of cases considered by the Ombudsman for the automotive industry in 2020.

 

This paper explores the:

 

  • Most significant reasons behind the service and repair complaints raised by customers during the first quarter of 2021;
  • How this compares to the same period in 2020;
  • Remedies that are being sought by consumers to their disputes; and
  • What the future may hold for the remainder of this year.

 

You can read the paper by clicking on the link below:

 

Service and Repair Dispute Trends in Quarter 1 and Sector Outlook for 2021

 

2. Identifying and managing consumer vulnerability effectively in the age of social media

 

Vulnerable customers turning to social media to explain and emphasise an often desperate situation remains a little talked about subject, if at all, especially within existing vulnerability commentary and guidelines.

 

This paper therefore discusses how internal processes can be evolved to accommodate how consumers seek help in the digital era, so that organisations can provide more effective and tailored support and assistance to customers.

 

You can read the paper by clicking on the link below:

 

Identifying and managing consumer vulnerability effectively in the age of social media

 

 

New and used vehicle sales are the largest drivers of disputes received by The Motor Ombudsman every year, making up 44% of cases considered by the Ombudsman for the automotive industry in 2020.

With the onset of COVID-19, the face of the vehicle retailing landscape has changed dramatically, bringing both an array of challenges and positives for businesses that operate in this arena.

 

This paper explores the following key subject areas:

 

  • The highs and lows of the vehicle sales sector during the first half of 2021 (this will be referred to as “H1” for the purpose of this paper);
  • The principal reasons for consumers bringing complaints about a new or used vehicle purchase to The Motor Ombudsman during H1;
  • How these trends compare to the same period in 2020;
  • The preferred remedies sought by consumers to conclude their sales disputes;
  • How car retailers accredited to The Motor Ombudsman’s Vehicle Sales Code have viewed H1; and
  • What they deem the outlook to hold for the remainder of 2021.

You can read the paper by clicking on the link below:

 

Vehicle Sales Dispute Trends (January to June 2021) and Sector Outlook