Motor Ombudsman launches data dashboards
The Motor Ombudsman is piloting new data dashboards to provide at-a-glance information on the volume and cause of issues, as well quicker resolutions.
By scrolling through the easy-to-read charts on different screens, users are able to see the volume of consumer contacts received in relation to their business, as well as a clear breakdown of the referrers of the initial customer enquiries to The Motor Ombudsman. These can then be further filtered to show at which stage of the dispute resolution process the customer contacts have progressed to, as well as the proportion of enquiries that were subsequently escalated to an adjudication and ombudsman’s final decision.
Furthermore, businesses are equally able to see the reason for the consumer’s dispute, and the specific problem the customer encountered with their car, spanning a defective gearbox, to intermittent faults and corrosion. In addition, amongst other analyses, businesses can gain an insight into the type of resolution being sought from the customer complaints raised, such as a refund, a repair or a replacement car.
Bill Fennell, chief ombudsman and managing director at The Motor Ombudsman, said: “The introduction of the new visual data analysis and reporting tool comes as part of our continued ambition to provide even greater insight and faster resolution into the issues that vehicle owners are experiencing. It also gives our accredited vehicle manufacturers access to the information relating directly to their brand, as well as a clearer picture of the problems being raised by consumers so that they can ultimately make improvements across their organisation and supply an even higher standard of service to motorists.
“The feedback that we have received during the initial development phase has been extremely positive, and we will continue to develop the platform and expand its usage across our entire base of accredited businesses,” Fennell said.
