Garage visits are a source of anxiety for many UK motorists, according to new research from Warrantywise. The poll of 2,000 UK drivers, conducted by OnePoll, suggests uncertainty begins before any repair work takes place, with concerns around cost, trust and previous experiences.
More than two in three UK drivers (68%) feel anxious about taking their vehicle to a garage at least some of the time, with almost one in three (31%) admitting they feel this way often.
Antony Diggins, managing director at Warrantywise, said: “For dealers, this research highlights something bigger than concern about repair bills. Motorists are telling us they feel uncertain about the whole repair experience – from understanding what work is needed to knowing whether they’re paying a fair price.
“That matters commercially. In a competitive used-car market, trust doesn’t end when the customer drives off the forecourt. Dealers that continue to give customers clarity and confidence throughout ownership have an opportunity to build stronger relationships and improve retention.
“An extended warranty can form part of that relationship, alongside transparent communication and a strong aftersales experience. With 72 per cent of motorists telling us a warranty would make them more confident about buying a used car, there’s a clear opportunity for dealers to make reassurance part of the proposition from day one.”
Four in five (80%) said the possibility of unforeseen repair costs worries. If a warning light does appear, 49% of these drivers fear they could be overcharged.
More than a third of them (36%) admitted they do not know enough about cars to feel confident discussing repairs.
Nearly three quarters (72%) said having a warranty included would make them feel more confident about buying a used car.
New research points to a significant opportunity for used car retailers to build customer loyalty and protect aftersales revenue by easing concerns around vehicle repairs.
Anxiety about potential repair costs can create friction at the point of sale.
The research measures confidence in repairs rather than in dealerships – so retailers who get the aftersales experience right have room to stand out.
Offered at the point of sale, a warranty adds value to the deal, differentiates the forecourt from a private sale and creates a reason for the customer to return.
