Head of Service, Warranty and Audit
Our client commissioned Impetus Automotive to create a programme to drive down the percentage of UK customers returning to workshops (RTW) because of incomplete servicing or repair work from 10.5%.
We identified a major cause as variability in retailer / dealer preparation ahead of customer cars arriving for work. For example:
This can easily mean the correct parts, tools or time aren’t available to complete a job, resulting in vehicles being held overnight or rebooked, pressure on courtesy cars and, ultimately, dissatisfied customers.
Our quality coaches worked with retailer staff to identify repeat repair causal factors and develop specific action plans. Coaches ensured key information was recorded when vehicles were booked in:
Coaches also ensured a robust preparation process occured before customer cars arrived:
The result was that over 12 months the Return To Workshop reduced by nearly 60% from 10.5% to 4.5%, which equates to some 28,000 customers avoiding a RTW experience annually and more than a year later it’s remained within a 4.5% to 5.5% window. The solution delivered a 3-way win: