December 2020


56% of drivers struggle to understand language used by garages

According to research carried out by the RAC, 50% of 2,300 drivers surveyed in November 2020 said they had felt ripped off or overcharged by their garage. 46% said they felt uneasy dealing with a garage they didn’t know, and a whopping 56% said they struggle to understand language used by garages.

These statistics are a stark reminder to us here at Thame Cars that the work we do to make dealing with us simple and easy is of the uttermost importance.

Across all of our departments - Used Car Sales, Servicing, MOT, Tyre Repair and Car & Van Hire - we strive to make the process jargon-free, clear and easy to understand.

We are very proud of our exceptional TrustPilot score of nearly 5 out of 5, and after reading the RAC findings we read through some of the thousands of reviews.

“I found the whole transaction of purchasing my new car very straightforward and easy” - Tessa Pearson

“Very easy service, with quick and clear communication and excellent value for money” - Alice Smith

“Good service with clear communication throughout” - Jonathan Dodd

It’s no coincidence that so many of them reference ease of communication. We know from speaking with our customers that they really dislike making decisions about anything they don’t have a clear understanding of.

Thame Cars have internal policies and standards to ensure that simple and clear communication is systemised, so whether you’re speaking to a receptionist on the phone, somebody from sales or our of our technicians, you’ll always get the same clarity.

For example, here are just a few of our Customer Promises:

- We will listen and understand what the problem is
- We will let you know straight away if we can help and how
- We will keep you aware of any cost you might incur and ask if you would like to proceed
- We will only offer advice that is in your best interest

Furthermore, we have a number of systems in place across all of our departments to increase the ease of communication.

In our sales department for example, we don’t rush you into a decision to buy a car. We prefer that you test drive the cars you are interested in, go home have a think and once you have decided you can reserve the vehicle online.

We offer a free Vehicle Health Check which takes approximately 30 minutes to complete and gives you a simple traffic light system appraisal of the important checks we make.

Our customers tell us that they love how clear and simple this is to understand!

We’re constantly reviewing our processes and the last 9 months have really focused all of our attention on the subject of clarity. As we introduced innovative services such as Reserve & Collect for car sales, clear communication and trust has become even more important.

We hope that you’ve never had a bad experience with your garage, but if you’re looking for a fresh approach swing by Thame Cars. You won’t be disappointed.