A Watchdog television investigation earlier this month has prompted Kwik-Fit is to spend an extra £1million on training.

Bosses will also double the scale of their mystery shopper programme in an effort to deter over-selling by staff.

It says is also operates a zero-tolerance policy on recommending unnecessary work.

Recently installed fleet sales director, Peter Lambert, said he was confident technicians offered high standards of customer service and workmanship to all its orate clients. “However, we’re not complacent and the company is investigating in detail the allegations made in the programme. It’s keen to address any areas where it may have fallen short,” he explained.

“The vehicles featured on Watchdog were older, had higher mileage and little or no service history. There weren’t typical fleet cars. The last thing we would want to do is cut corners with our most loyal corporate customers.”

Kwik-Fit said it disputes several factual and technical points made by the BBC programme, but accepted that in some areas it hadn’t met expectations.
Other new measures to be introduced include an upgraded supervisory checking procedure on site, and face-to-face re-briefing of all centre managers.

Kwik-Fit Fleet has also confirmed to Fleet News that it is to launch a specialist fleet operation based in 250-300 of its 670 outlets.

Speaking exclusively to Fleet News, Lambert described it as “the start of a new era” for the company.

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