Trust plays a vital role in building a relationship between companies and their customers, whether you are a family butcher selling locally meat or a tyre fitter offering drivers expert advice and an honest service.
That is why so many Kwik Fit customers felt bitterly disappointed after it was revealed by the BBC’s Watchdog consumer programme that the national tyre retailer been charging customers £1.50 per tyre for nitrogen inflation without asking – and often without even bothering to use it.
The report, which was based on customer complaints and the testimony of a whistle-blower who still works in Kwik Fit branches, raised the question: “They sell 5 million tyres a year, but are they inflating bills by charging for thin air?”
The programme, broadcast on Thursday 5 November, revealed that undercover staff were sent on mystery shopping expeditions and that on nine out of ten occasions they were charged for nitrogen inflation, without being asked. To add insult to injury, of the nine that had been charged for nitrogen, the testimony of experts featured on the programme suggested that only three had actually had any nitrogen added to their tyres.
According to Tyres and Accessories: “Only two of these had significant amounts of nitrogen added to the tyres. The inference was that in two-thirds of occasion nitrogen inflation equipment wasn’t even used.
It is the third time Kwik Fit, which apologised unreservedly and said it would review procedures, has fallen foul of an investigation into its practices by the BBC consumer programme.
etyres has a 9.7 out of 10 rating on Trustpilot, which it has earned through almost 13,000 reviews posted by customers. It was also recently awarded Which? Trusted Trader status by the UK’s leading consumer organisation.
Denna Bowman, Head Office