GW Survey Nov

What have been the main operational challenges that your business has encountered in 2022? 

Please select all that apply *This question is required.

• Customers not doing routine maintenance (e.g. servicing) and essential repairs due to the rise in the cost of living
• Customers delaying or not bringing their vehicle in for an MOT when it’s due, to save money
• Customers doing their own DIY maintenance on their vehicle, to save money
• Customers leaving their car on site without authorisation due to not being able to afford repairs
• Customers requiring finance plans or flexible payment options to pay for ad hoc repairs or routine maintenance
• Customers sourcing their own replacement parts, to save money
• Higher energy bills and parts costs have reduced business profitability
• Having to raise prices to stay profitable
• Recruiting qualified and experienced vehicle technicians to meet business demand
• Competing with local businesses who are charging less (e.g. for MOTs) to drive customer footfall
• Parts shortages, resulting in delays to the repair and maintenance of customer vehicles, and not being able to pre-order ahead of customer visits
• Less workshop throughput due to fewer new car registrations since 2019
• A shortage of new cars caused by the pandemic and chip shortages has meant fewer service plan customers
• Other (please state) Please enter an 'other' value for this selection.

1. What have been the main staff challenges that your business has encountered in 2022? 

Please select all that apply *This question is required.

• Increasing pressures on the mental and physical health of staff due to rising bills and the cost of living
• Added pressure to increase staff salaries due to the rise in the cost of living
• Having enough qualified staff to accommodate greater demand for the servicing and repair of hybrid and electric vehicles (EVs)
• Having sufficient resource to be able to send staff on training courses to upskill (e.g. in the maintenance of hybrids and EVs)
• Experienced technicians are choosing to freelance to take advantage of the increasing demand in the profession
• A lack of available apprentices to help fill technician vacancies
• Having sufficient staff to accommodate new post-Covid peaks in MOT demand (e.g. in the autumn)
• Staff absences due to the stress of higher workloads per employee due to not being able to recruit
• Other (please state) Please enter an 'other' value for this selection.

What have been the main positives for your business in 2022? 

Please select all that apply *This question is required.

• Customers are holding on to their cars for longer due to a lack of supply, therefore offering more opportunities for maintenance and repairs
• Customers are using their cars more, therefore offering more opportunities for work
• Less staff absences due to COVID-19
• No lockdowns to interrupt business activity
• We have introduced new processes and technology to increase the overall customer experience and increase the opportunity for repeat business
• We have been more proactive to send reminders and make bookings with customers when their service or MOT is due
• Staff retention has increased as salaries have risen
• We have offered payment plans to make repairs more affordable for customers
• We have upgraded our workshop and upskilled staff to accommodate electric vehicles (EVs)
• Being recognised with an award or certification from an industry body
• Other (please specify) Please enter an 'other' value for this selection.

And now thinking about 2023.

What do you see as the main challenges for your business in 2023?

Please select all that apply *This question is required.

• Rising operational costs, taxes and energy bills
• Paying more for parts to repair customer vehicles due to shortages and inflation
• A reduction in customers being able to afford ad hoc and routine maintenance
• Customers putting off essential repairs
• Generating new business in a recession
• Customer retention being harder due to the financial pressure on households
• Customers abandoning their cars on site if repairs are too costly or prove uneconomical to repair
• Having to make redundancies if the economic climate worsens
• Recruitment of qualified staff
• Electric vehicles providing less scope for additional revenue opportunities and replacement parts
• Trying to avoid passing on higher operating costs in the prices charged to customers
• Other (please specify) Please enter an 'other' value for this selection.

What changes are you looking to introduce, to grow your business offering to customers in 2023?

Please select all that apply *This question is required.

• Installation of new or additional on-site electric vehicle charging points to accommodate growing demand for EVs
• Expansion of number of workshop or MOT bays to meet increased customer demand
• Recruitment of additional qualified and experienced technicians
• Investment in EV training for staff and / or equipment
• Expansion of key suppliers to help reduce any delays to the repair of customer vehicles
• Refurbishment of existing premises to improve look and feel of service and repair experience
• Offering more flexible payment options to customers
• Increasing the size of the courtesy car fleet available to customers
• Attending webinars and training to learn about improving how we operate
• Other (please specify) Please enter an 'other' value for this selection.

2. Is your business currently accredited to a Motor Ombudsman Code of Practice (e.g. the Service and Repair Code)? *This question is required.

• Yes
• No

The Motor Ombudsman operates Codes of Practice for Service and Repair, Vehicle Sales, New Cars and Vehicle Warranty Products, as well as being a Chartered Trading Standards Institute-approved provider of Alternative Dispute Resolution (ADR).
 
Had you or your colleagues heard of The Motor Ombudsman before taking this survey? *This question is required.

• Yes
• No

Would you like to hear more about joining The Motor Ombudsman? *This question is required.

• Yes, please contact me
• No thank you

3. Can we contact you for further information about your responses?    *This question is required.

• Yes
• No

Would you like to be entered into our prize draw to win £100 in Amazon vouchers?   *This question is required.

• Yes
• No