Kitemark® stamps out shoddy service at the garage
Steps are being taken to improve the standards that UK garages are working to
Women motorists may never have to fear taking their vehicle to a garage again, thanks to a new British Standards Institution (BSI) scheme that has reformed the standards of repair and customer service that are offered at UK garages.
As an independent body that aims to improve the way consumers are treated, BSI has grown increasingly concerned about garage standards. To address the issue, it has launched two Kitemark schemes that improve vehicle servicing and vehicle repair standards. To obtain the Kitemark, garages must address key areas: customer service, customer satisfaction, customer facilities - such as waiting areas, staff competencies - the quality of workmanship in the garage, their ability to use the equipment available, technical inspection and importantly fair and transparent billing.
Vehicle servicing and repair has been in the top 10 consumer complaints for the last couple of years according to Consumer Direct. Overall, there has been an 11% increase in complaints about vehicle servicing from 2006 to 2007 and UK motorists are overcharged by an average of £150 each year for the repair of their vehicle.
In addition, research by Sheilas’ Wheels found that almost half of female motorists said visiting a garage is an ordeal they’d rather avoid and 80% of women drivers are also baffled by the jargon mechanics use according to a survey by Motoreasy.
BSI’s sales and marketing director, Ian Harper said: "The Kitemark for Garage Services initiative eradicates the fear of being ripped off as everything is fully explained and documented. It's a breath of fresh air for all motorists but particularly women who often feel particularly uncomfortable when they take their vehicle to a garage."
Of the 18,000 garages in the UK, around 150 independent garages have gained Kitemark certification. BSI is urging consumers to put more pressure on garages to become Kitemark-approved and improve the service that they offer.
Stephanie Savill is a supporter of the BSI Kitemark and launched the FOXY Lady Drivers Club after her daughter was ripped off. She said: "A considerable number of our members joined us after a bad garage experience, realising that shoddy workmanship can compromise their personal safety. We promote BSI Kitemark licensees because we know these businesses have invested in being the best there is in the UK motor industry today."
Motorists can locate their nearest Kitemark garage by visiting www.kitemark.com. Once they have typed in their postcode, the website automatically raises details of the nearest Kitemark outlet.