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Drivers want more convenient service for recall work

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The AA is working with manufacturers to develop a complementary mobile recalls servicing team as its Driver Panel data suggests more than half (57%) of drivers would like an alternative to taking a recalled vehicle to the dealership, while three fifths (61%) would be more likely to act on a recall notice with a delivery and collection service. Just over half (53%) would be more likely to respond if a technician could come to their home or workplace. 

DVSA figures suggest one in 13 cars in the UK has an outstanding recall notice. While three quarters of drivers in the AA poll (75%) said they were familiar with the recalls process, two fifths (42%) don’t know how to check for a recall on their vehicle. 

Stuart Thomas, Director of Fleet & SME Services, says: “We know that the ideal solution for manufacturers is to get their customers back into the dealership so they can manage the ongoing relationship throughout the vehicle lifecycle. However, for a variety of reasons, that might not always be possible. Our research suggests drivers are looking for increasingly convenient and mobile solutions and we’re working with manufacturers to meet that need.” 

Independent workshops should also take a proactive stance when it comes to Technical Service Bulletins and recalls and consider offering a service that makes the remedial work simpler and more convenient for customers. 

Thomas concludes: “Our focus is on developing data and technology to better support an approach that focuses on predictive and preventative maintenance. Going beyond traditional breakdown, we are working closely with organisations across the mobility sector to develop solutions which will provide the changing driver demographic with increased convenience and the opportunity to better plan their lives around their vehicle requirements. Our work on recalls is just one part of the process.” 

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