Consumers who have a relationship with their dealer, participate in recalls more often than those who don’t, according to a new survey by the Auto Alliance and the Association of Global Automakers. In addition, people who service their vehicles at a dealership respond to safety recalls more than those who take their vehicle for service elsewhere.
The survey provides insights on consumer behavior in an era of record recalls. The research was launched to help understand why roughly 25% of owners of recalled vehicles never complete the free repair. A key finding is that many consumers are doing their own “risk assessments” when they receive a recall notice. In other words, they are deciding if the recall seems important enough to schedule a service appointment.