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Jaguar tops JD Power Dealer Satisfaction Survey for second year in a row

Jaguar dealers were ranked in first place in the latest JD Power Dealer Satisfaction Survey for the second year in a row.

The latest results were published by What Car? and Jaguar scored an 85.5%, just 0.1% ahead of Lexus. Honda’s dealer network came third with 84%. Mercedes-Benz and Land Rover made up the top five with 82.6% and 82% respectively.

Chevrolet sits at the bottom of the table with 69.7%, behind Alfa-Romeo (72.7%), Fiat (75.7%), Peugeot (76.9%) and Mitsubishi (76.9%).

The analysis is based on the opinions of 13,511 customers who had a service experience with their dealership within the past 12 months.

Feedback was given on vehicles bought between January 2010 and December 2011 and focused on the service area; including the booking process, overall staff helpfulness, dealership facilities, quality of work and how fair the service charges were.

Jeremy Hicks, Jaguar Land Rover UK managing director, said: “Our dealer network is the most important point of contact we have with our customers and I am delighted that Jaguar and Land Rover have performed so well in the JD Power survey for the second year in a row.

"Our product line-up is the strongest and most diverse it has ever been, with new sectors of the market coming to the brand all the time, as proven by record sales in 2013. As our sales grow, so does the quality of our dealer network and we are proud that our dealers have been recognised by our customers, JD Power and WhatCar?”

Pendragon has the largest Jaguar representation of dealerships in the UK with its Stratstone premium division holding 17 sites. Inchcape has nine Jaguar sites and Jardine Motor Group and Hatfields both have six.

JD Power Dealer Satisfaction Survey 2013 results

1 Jaguar 85.5% XXXXX
2 Lexus 85.4% XXXXX
3 Honda 84.0% XXXXX
4 Mercedes-Benz 82.6% XXXX
5= Land Rover 82.0% XXXX
5= Toyota 82.0% XXXX
7 Skoda 81.4% XXXX
8 Volvo 80.8% XXXX
9= Kia 80.32% XXX
9= Nissan 80.32% XXX
11 Seat 79.5% XXX
12 Renault 79.3% XXX
13= Hyundai 79.2% XXX
13= Volkswagen 79.2% XXX
15= BMW 79.1% XXX
15= Citroen 79.1% XXX
15= Mini 79.1% XXX
18 Ford 78.6% XXX

Average 78.5%

19 Audi 78.0% XXX
20 Vauxhall 77.7% XXX
21 Suzuki 77.6% XXX
22 Mazda 77.25% XXX
23= Mitsubishi 76.9% XXX
23= Peugeot 76.9% XXX
25 Fiat 75.7% XX
26 Alfa Romeo 72.7% XX
27 Chevrolet 69.7% XX

X rating key

XXXXX  Among the best

XXXX    Better than most

XXX      Doesn’t really stand out

XX        The rest

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Pendragon plc is the largest independent operator of franchised motor car dealerships in the UK with a turnover of in excess of £3 billion tops the AM100.

Pendragon sells a broad range of makes of motor cars and commercial vehicles. It also has a substantial presence in the UK vehicle leasing, wholesale parts and dealer management software markets.

Pendragon became a public limited company when the vehicle division of Williams plc was de-merged in 1989, at that time operating 19 car dealerships, representing specialist and luxury franchises, in addition to a small contract hire business.

It now represents more 20 brands operating out of over 300 outlets in the UK and in California, USA.

Covering both specialist and volume brands our largest representation is with Ford and is closely followed by Vauxhall where we are the largest retailer in the UK.

The group’s specialist marques range from Maserati to Mercedes-Benz, Pendragon is the largest franchised dealer for Harley Davidson outside of the USA. It also runs the Evans Halshaw (volume brands) and Stratstone (premium brands).

Chatfields is Pendragon’s commercial van and truck business.

The focus of the business, led by Trevor Finn, is now on “bigger relationships with fewer manufacturers”. He said in February 2012: “The future will see us consolidating and remaining at the forefront of our industry.”

In its 2013 full-year financials turnover was up from £3.6 billion to £3.9bn year-on-year, with profit before tax at £44.2m compared to £36.4m. Gearing reduced from 79% to 46%, net debt from £216.4m to £139.6m.

Read more


Pendragon Turnover

Profit before tax

Pendragon profit before tax
profit guide


Pendragon gearing
gearing guide

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