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Mercedes-Benz salute Inchcape Retail

Inchcape Retail has topped the Mercedes-Benz customer satisfaction index (CSI) for a second year running.

It was Inchcape’s six dealerships in the north west area that combined to produce the winning score for 2006, achieving a 96.45% satisfaction rating between them.

Inchcape has three Mercedes market areas, including the North West, which came third in the CSI last year. The outlets are Mercedes-Benz of Chester, Liverpool (which came third overall nationwide), north Wales (Llandudno), Southport, Warrington and Wirral.

Mercedes-Benz Loughborough, also an Inchcape outlet, was the highest scoring individual dealership in the UK, while Stratford-upon-Avon came fourth.

“The customer is always at the centre of our activity, and this latest result is an indication of our total commitment to customer satisfaction,” said Peter Eaton, Mercedes-Benz group franchise director for Inchcape Retail.

“Our staff are determined to make us number one, and the CSI is the yardstick that shows they really can deliver,” he added.

The Mercedes-Benz CSI is based on questionnaires sent to new car customers, with 46 questions covering all aspects of the Mercedes sales experience.

“If there is any secret to our success, it’s a clear focus on becoming the world’s most customer centric automotive retail group.

“Our challenge now is to maintain and build on our leading position by keeping that focus. I’m absolutely confident that with our quality of staff and commitment we can do as well if not better next year,” said Eaton.

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