SRC 2026

What have been the main operational challenges that your business has encountered in 2026?

Please select all that apply *This question is required.

• Customers being unable to afford and not doing routine maintenance (e.g. servicing) and essential repairs due to strained finances
• Customers 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 sourcing their own replacement / reconditioned parts, to save money
• Customers requiring finance plans or flexible payment options to help spread the cost of repairs / maintenance
• Rising operational costs (e.g. energy bills, rent and parts) reducing business profitability
• Customers using AI to diagnose car problems / improve their vehicle knowledge, which may not always be accurate
• Keeping business IT systems secure against cyberattacks and data loss
• Having to raise prices to stay profitable when customer finances are under pressure
• Having enough money to invest in the latest technology and diagnostic equipment which is getting more expensive
• Access to technical information for the repair of vehicles has become more difficult
• Not being able to afford the cost of installing new equipment to accommodate electric vehicle (EV) servicing and repairs
• Declining higher revenues from repairing and maintaining petrol and diesel models
• Recruiting qualified and experienced vehicle technicians to meet business demand
• Being able to make a profit on labour rates
• Competing with local businesses who are charging less (e.g. for MOTs) to drive customer footfall
• Customer retention during a time of increased financial pressure on motorists
• Parts availability for new car brands (e.g. from China) arriving in the UK
• Parts shortages resulting in delays to the repair and maintenance of customer vehicles and / or carrying out recall remedial work
• Competing with parts for repairs being sold online at a lower cost
• Having enough time to focus on marketing and promotional activities / attend events to help drive customer footfall
• Maintaining an up-to-date website with new content
• Having to use refurbished / reconditioned parts to keep costs down for consumers
• Longer service intervals for EVs, and seeing consumers less regularly
• Other (please state) Please enter an 'other' value for this selection. * This question is required.

1. What have been the main staff challenges that your business has encountered in 2026? 

Please select all that apply *This question is required.

• New brands (e.g. from China) coming to the UK at a rapid pace and not having enough time to train staff
• Increasing pressures on the mental and physical health of staff due to rising bills and the cost of living
• Heatwaves and higher temperatures led to challenging working conditions
• Having to raise salaries to retain our existing employees and attract new staff members
• Having enough qualified staff to accommodate greater demand for the servicing and repair of electric vehicles (EVs)
• Experienced technicians are choosing to freelance to take advantage of the increasing demand for skilled labour
• A lack of available apprentices to help fill technician vacancies
• Having sufficient staff to accommodate periods of higher 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. * This question is required.

What have been the main positives for your business in 2026? 

Please select all that apply *This question is required.

• We have seen a positive level of customer loyalty and retention
• We have seen a positive level of staff loyalty
• Our feedback from customers has been very positive throughout the year
• Customers keeping their existing cars for longer, giving more opportunities to secure additional work
• AI (e.g. ChatGPT, Claude, Microsoft CoPilot) has allowed processes to be streamlined (i.e. made quicker / more efficient)
• AI (e.g. ChatGPT, Claude, Microsoft CoPilot) has helped bring new ideas and promotional opportunities and resources for our business
• We have been able to take on more technicians this year to meet customer demand
• Strong buyer demand for used cars has created more revenue opportunities
• 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
• We have had more opportunities to upsell when customers have brought their cars in for repairs (e.g. TPMS sensors, tyre sealant cans)
• We have been able to undertake more staff training this year, especially on electric vehicles
• We have upgraded our workshop with new equipment and facilities for customers
• 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)
• We have been recognised with an award or certification from an industry body
• Other (please state) Please enter an 'other' value for this selection. * This question is required.

What changes are you planning to make / what are you looking to introduce to grow your business offering to customers in 2027?

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 / plug-in hybrids
• Investing in greater IT (computer) security to reduce the risk of being hacked / data leaks
• Expansion of the number of workshop and MOT bays to meet increased customer demand
• Using Artificial Intelligence (AI) more to improve the level of service provided to customers and to help drive revenue
• Review of opening hours and days to improve the work-life balance of staff
• Recruitment of additional qualified and experienced technicians
• Investing in EV training for staff and / or equipment
• Expanding our bank 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 flexible payment options to customers
• Attending webinars and training courses to learn about improving how we operate
• Other (please state) Please enter an 'other' value for this selection. * This question is required.

What do you see as the main challenges for your business in 2027?

Please select all that apply *This question is required.

• Potential further rises in operational costs, taxes and energy bills
• Paying more for parts to repair customer vehicles due to inflation
• A reduction in customers being able to afford ad hoc and routine maintenance due to tax rises announced in the Budget
• Customers putting off essential repairs
• Generating new business in a challenging climate
• 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
• Artificial Intelligence (AI) providing potentially incorrect guidance to consumers when it comes to vehicle maintenance
• 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 state) Please enter an 'other' value for this selection. * This question is required.

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

• Yes
• No

3. 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

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

• Yes
• No