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Transparency is top priority for workshops post-MOT changes, says CitNOW

  • MOT changes are an opportunity to improve customer satisfaction through transparent communications
  • Nearly 75% drivers more comfortable making a purchase by using video
  • Video can help ease fear over increased risk of MOT failure

The recent changes to MOT testing are an opportunity to boost customer satisfaction through transparent video communications says automotive video expert CitNOW.

The MOT has been significantly revamped, and is now more difficult to pass, so workshops need to guide their customers through the repair process.

CitNOW research shows that almost three-quarters of motorists are more confident in approving work when a video is used*, and workshops who use video as evidence to support carrying out maintenance work put themselves in a better position.

The MOT changes have altered how faults are categorised, with new ‘dangerous’, ‘major’ or ‘minor’ labels and new tests have been introduced on everything from steering systems and tyres to brake pads and reversing lights.

Recent reports have suggested as much. One survey showed that nearly half of motorists were confused about exactly what the changes meant**, meaning workshops have a key role to play in educating their customer base.

Alistair Horsburgh, CEO at CitNOW commented: “For workshops and motorists alike, the MOT can be tough at the best of times, but we now have millions of drivers across the UK who might not understand the new MOT rules, or even realise that it’s changed.

“Video has struck a chord with customers because they value the transparency it gives in the approval process. With a more rigorous MOT in place, the aftermarket industry has an opportunity to reinforce customer trust with a technology-led approach.”

*CitNOW survey of 2,000 people showed 74% of respondents felt the use of video typically made them more comfortable in committing to a purchase.
**According to an RAC survey: