Workshop resistance and ‘tunnel vision’ exposed as root causes of Britain’s failing car safety recall system

RESISTANCE and ‘tunnel vision’ in dealer workshops are the key factors behind failure to rectify up to a third of cars recalled for a safety check.

That’s the finding of data experts ADS, who are conducting an industry-wide investigation into why a growing number recalled cars are never checked.

ADS (Auto Data Systems) has found that OEM reimbursement policies often fail to cover the time spent on recall checks.

Workshop managers say that recall-related work can also squeeze out opportunities for more immediately profitable work.

But there is also a ‘tunnel vision’ approach in many workshops, which means that they do not look beyond the immediate task to see wider revenue opportunities presented by reconnecting with lapsed customers.

Both factors combine to cost the franchise dealer sector millions in potential revenue, while also posing ongoing safety risks for drivers.

ADS warns that the problem is escalating, after revealing earlier this year that more than three million unrectified cars are on the road and that those numbers are rising.

In some cases the perceived inconvenience of recall checks to workshop staff has brought active resistance as managers under pressure push to focus on more immediately profitable retail work.

Its consultations across the industry have been key to understanding what ADS describes as a wider ‘systemic failure’ in customer engagement strategy.

The business argues that while it may be tempting to blame franchise dealers alone for an outstanding 3.2 million unrectified vehicles – with up to a third of cars missed in the case of some recalls – the reality is more subtle and complex.

For example, ADS has logged instances of apparently simple checks or modifications on some older cars taking up to 90 minutes when the manufacturer is only paying for 15 minutes of workshop time.

Such unpredictability means that workshops often face the dilemma of booking fewer retail customers in on any one day or finding the workshop under-booked.

Unlike warranty claims, which are also typically lower margin than retail servicing, a safety recall may involve little more than an inspection or replacing a single bolt, which may have rusted and seized up.

While workshop frustration is understandable, say ADS, the greater problem is that workshop managers often have ‘tunnel vision’ when they focus solely on the task at hand, rather than seeing the bigger customer retention picture.

Pointing out that the average additional spend by a lapsed customer initially re-contacted for a safety recall is £309, ADS stresses that the best approach for dealers is to encourage a bigger-picture attitude in workshop managers.