They will use a “mystery shopper” initiative to identify areas of training needed from the moment a motorist books their car in for a service, to the time when the driver collects the vehicle after the work is completed.
The operation will be run by an independent automotive industry-respected specialist and will seek to test all areas of a garage’s operations, including reception, customer care, telephone call handling and the workshop.
Faults will be introduced to cars and after servicing vehicles will be inspected to check whether specific problems have been picked up – and rectified – by technicians and the overall standard of workmanship will be assessed. The interaction of other garage staff with the customer will also be monitored.
The Good Garage Scheme works with the Institute of the Motor Industry (IMI), Delphi and Skillnet UK Motor Automotive Academy to provide training for all levels of garage staff.
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