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Dealer viability is key to Jaguar Land Rover

Jaguar Land Rover expects new products, improved customer service and revitalised staff to make its franchises more viable for dealers.

The Tata-owned carmaker said one of the key business metrics is the viability of the dealer network. Managers are working with the 97-strong Jaguar and 129-strong Land Rover networks to identify areas for improvement.

Retail strategy and customer services director Mike Wright told AM that customer service will be a key factor.

“The way we look after our customers is going to be the really critical element in moving forward.”

Pendragon, whose 26 Jaguar dealerships account for a quarter of the brand’s UK new car sales, is included in the carmaker’s focus.

“We enjoy a long association with Pendragon and the test of that is in the way we work together. We have had a very open relationship with regard to both of our brands for many years and Geoff Cousins and John Edwards, our respective managing directors, carry out regular reviews with them on opportunities as well as issues,” said Wright.

“People jump to assumptions about relationships with dealer groups, but at the end of the day, this is something that needs to be managed in an individual way.

“Pendragon has some outlets that turn in very good sales performances, but it has concerns over the performance of some others.

“We share their concerns and will work with them to tackle these on a branch-by-branch basis,” Wright said.

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