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Approved Garages criticises the culture of fake customer reviews

by Hugh Wilson | 19 Jun 2015

“We guarantee that our reviews are genuine and that we publish every one we receive,” says network manager Phil Seymour

Companies across business sectors are writing fake reviews of their products and services to boost their ratings and mislead potential customers, research published today has found.

The study, compiled by the Competition and Markets Authority (CMA), found that the unnamed sites were writing fake positive reviews of their own services and writing or commissioning fake negative reviews of the services of competitors. Some companies were accused of “cherry picking” reviews, by only publishing positive notices. The CMA warned that some of the practices it uncovered may be illegal and has launched an investigation.

The study also estimates that around 54% of UK adults use online reviews, and that these reviews could influence an estimated £23 billion of consumer spending. 

In contrast to some of the activities highlighted by the CMA, Approved Garages is pleased to confirm that it welcomes and publishes every customer review received for any of its 560 independent garages, whether good, bad or indifferent. That is true for both the Approved Garages and AutoCare brands. 

“Unlike some garage networks it’s part of our promise to customers that if they take their car to one of our garage members and write a review of the service they receive we will publish it, and it doesn’t matter if it is positive, negative or somewhere in-between,” confirms Approved Garages network manager Phil Seymour. 

“We welcome all reviews because all customer feedback highlights areas for improvement and gives us the opportunity to improve our service to motorists, which in turn promotes trust and loyalty.”

It is by listening to the honest feedback of customers, rather than cherry picking good reviews and ignoring bad, that the Approved Garages network has achieved a 99% customer satisfaction rating with Motor Codes, the Trading Standards approved self-regulatory body for the motor industry, Seymour adds.

To see reviews of trusted independent garages near you, simply enter your postcode on the Approved Garages homepage.

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