A total of 20 Renault franchises across the UK have earned the right to call themselves a ‘Dealer of Excellence’ after shining in the brand’s second annual customer care evaluation, conducted by global market research experts J.D. Power.
The result shows a marked improvement on last year when seven Dealers of Excellence were announced and demonstrates that the Renault’s network of UK dealers is not only expanding, but also improving in quality.
Focusing on the experience of new car servicing customers and unique in the European automotive industry, the independent J.D. Power review saw dealer performance measured in two ways – first a comprehensive customer satisfaction survey and then an extensive on-site audit for the top performing dealerships.
The top performing dealerships were announced by Renault UK Managing Director, Ken Ramirez, who presented their Dealer of Excellence awards at a presentation ceremony in Millbrook, Bedfordshire last week.
They are: Mackie Motors, Brechin; Bells, Crossgar; Arnold Clark in St Helens, Wigan, Elgin and Dumbarton; Lookers, Colchester; Renault Cardiff, Romford, Slough, Croydon, Bolton and Wirral; Sutton Park, Burton on Trent; Smiths, Peterborough; Bristo’s, Ipswich; Motorline, Ashford; Lifestyle, Tunbridge Wells; and SMC Aldershot and Weybridge.
Congratulating the recipients, Renault UK’s Head of Network Quality and Training, Steve Whitcombe, said: “We launched the groundbreaking J.D. Power Dealers of Excellence programme last year as part of our commitment to improving quality and standards across the board and we are still unique in the industry in running an initiative of this kind.
“The programme has really helped to focus the minds of our network on the importance of customer care and the customer experience and to drive real improvement.
“It’s great to see 20 dealers achieve the very highest standards but it’s also pleasing to see the results show that so many other dealers right across the network have really upped their game.
“We will, of course, continue striving for even better results and to deliver an ever more consistent and impressive all-round experience for our customers as we move forward.”
Improving customer satisfaction forms part of Renault Group’s larger GO5+ strategy for sustainable growth in the UK.
This strategy, along with the arrival of a raft of exciting new models, including the Captur and All-New Kadjar crossovers, and the launch of the state-of-the-art Renault Store retail showroom concept, has already attracted no fewer than 13 new retail partners to the brand in the past 12 months, with more additions on the way.
J.D. Power has been capturing and analysing the voice of the customer across more than a dozen industries globally for more than 45 years. It aims to truly represent the voice of the customer to drive improvement of products and services, and ultimately business results, for companies globally.