Repairs Consultation Feedback

In February, we asked for your feedback on our repairs service. The consultation had a huge response, and we would like to thank everyone for taking the time to participate. Here are the results:

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We asked you to choose your top three priorities when reporting a repair. You told us:

• Flexible Appointments

• SMS before visits

• Clear timescales for repair work

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Emergency

We aim to complete all emergency repairs within 24 hours of the repair being reported Is this a reasonable timescale?

Urgent

We aim to complete all urgent repairs within 48 hours of the repair being reported Is this a reasonable timescale?

Routine

We aim to complete all routine repairs within 5-15 days of the repair being reported Is this a reasonable timescale?

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Below are some common themes that customers brought up when considering the perfect repairs service:

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The majority of respondents said they would like to see a Prima Group-branded vehicle arrive to undertake repairs.

84% of people said they found it easy to report a repair.

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We offer our customers a range of different methods to contact us:

• Telephone

• Email

• Customer Portal

• In-person in one of our offices

• Chatbot

• Letter