Ford dealers' workshops undergo RAC counselling when service levels fall

Article date: 31 July 2009

Ford Authorised Repairers failing to achieve an acceptable level of service workshop quality are being assisted by RAC to help increase standards and improve customer service.

Since the programme began in 2005, quality levels in Ford’s 700-strong dealer workshops have improved by 50%. In addition, RAC has seen a 60% decrease in the number of workshops entering the counselling process managed by the motoring organisation.

The progressive, four-stage counselling procedure sees dealers’ workshops, that  are not meeting Ford’s strict service level standards, receiving specifically tailored training and consultancy packages from RAC Inspections and Commercial Training teams, to ensure service levels are quickly improved and remain consistent.

Each workshop must submit quality check data to Ford Motor Company Ltd, comprising average defects on a vehicle found by its technicians, compared with the average number of defects as measured by the independent inspections carried out by RAC.

If authorised repairers do not meet the motor manufacturer’s standards, then they will be subject to a review period. RAC will develop an action plan and agree with Ford when workshops are ready to exit the programme, which is based and assessed on performance.

Adrian McCarthy, head of RAC Inspections and Training, said: "Since 2005, RAC has been fundamental in improving the level of workshop quality within Ford's dealer network, involving the inspection of almost 50,000 customer-owned vehicles that have had work completed.

"Continuous analysis of the results of the programme has enabled us to suggest further improvements to its structure, resulting recently in the introduction of specifically tailored consultancy packages for certain dealers, delivered by RAC's Commercial Training specialists.

"The impressive results of the programme have also encouraged Ford to actively promote its relationship with RAC to their customers. The trusted RAC brand provides peace of mind for customers that the Ford Dealer is the best place to take their Ford for service or repair work.”


RAC Press office contact:
Vicki Burn on 01603 684224/ 07800 692909 or Sam Bramwell at Staniforth on 0161 919 8024/ 07738 196 667. 

Notes to editors:

About RAC
With around seven million members, RAC is one of the UK's most progressive motoring organisations, providing services for both private and business motorists. Whether it's roadside assistance, insurance, vehicle inspections and checks, legal services or up-to-the-minute traffic and travel information - RAC is able to meet motorists’ needs.

RAC is committed to providing the very highest levels of service to its members and has been ranked first for customer service by J D Power and Associates’ UK Roadside Assistance Study for the last three years.

Aviva bought RAC in May 2005. The acquisition brings together RAC's powerful brand and customer base with the expertise and leading position in motor insurance of Aviva UK Insurance (formerly Norwich Union Insurance). Aviva is the UK's largest insurer with a market share of around 15%.  

RAC is part of Aviva, the world’s fifth largest insurance group which operates in 28 countries.  

RAC’s news releases and a selection of images are available from the internet press centre at

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