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Two thirds of UK drivers approve repair work remotely

Nearly two thirds of UK drivers prefer to approve repair work remotely, according to new research by CitNOW.
  • CitNOW study reveals most drivers prefer to approve work remotely
  • Almost two thirds of car owners want to approve repair work over the phone or online
  • Convenience is king as nearly 8 in 10 will book a car service without visiting the workshop
  • Personalised video helping workshops to cater to modern motorists’ needs with convenient and transparent service

Convenience is a priority for most drivers when dealing with workshops, with 65% of motorists preferring to approve repair work remotely, as services like personalised video continue to help build transparency into the customer journey.

CitNOW, the automotive video pioneer, found that nearly a quarter (22%) of motorists give the green light for work online – either on a computer, smartphone or tablet – or via instant messaging.

The study follows CitNOW’s ‘Evolution of the Car Buyer’ report, which examines how car-buying and servicing habits could change in the near future.

As car owners’ preferences have developed, personalised video and remote approval has become integral to the workshop customer journey. By providing motorists with a convenient and transparent service to swiftly see and approve necessary work, the technology can significantly reduce the time a car is on the ramp and increase the amount of work approved.

Nearly eight in 10 motorists (78%) will book in their car service remotely, with 45% preferring to ring them up, and a third (32%) booking in online on their smartphone, tablet, computer or via instant messaging.

Offering in-depth personalised video that takes customers through the work needed on their vehicle while it’s still on the ramp, CitNOW Workshop helps technicians deliver a transparent service and higher conversion rates of amber and red work.

Ollie Parsons, Head of Sales and Client Services UK, commented:

“With people so time-poor, building a convenient customer journey by helping people book or approve work remotely – whether over the phone or online – will reap the rewards.

“That convenience can’t come at the expense of trust or repair quality, which is why personalised video has been so successful in the sector, combining ease of use with transparency throughout the customer journey.

“Personalised video can put workshop customers at ease, reassuring them that repair work being carried out on their car is both necessary, and up to standard.”


Photo of Ollie Parsons, Head of Sales and Client Services at CitNOW

For more information about CitNOW’s suite of apps visit:

CitNOW’s ‘Evolution of the Car Buyer’ report examines how car-buying habits could change; it can be viewed and downloaded by visiting HERE.