Volkswagen retailer JCB Volkswagen Vans Ashford has topped the UK’s retail network for customer satisfaction for the second and third quarter.
The JCB aftersales team has won Volkswagen’s van retail league since it started in April 2010 and attributes their success to processes which ensures an efficient and smooth-running visit to the aftersales department for van drivers.
Service manager Peter Hare said: "The fact we won by a significant margin suggests we have all the correct processes in place which are strictly adhered to by our friendly and professional team who impress our customers on a daily basis.
“We were judged on a whole range of criteria from labour hours sold to accessories sales and customer satisfaction scores."
He cited the use of the Progress DMS Workshop Pro system, in particular the T-card element, and its ability to ‘load up’ the workshop as one of the reasons for the successes.
"Everyone has access so there is no need to leave our desks or work areas to progress a particular vehicle contributing to a straight-forward, trackable and easy-to-understand chain of events.
"Should a customer request an update, anyone in the business can provide the details. The efficiencies the system has given us are tremendous to the point that without it we would all feel we were operating completely in the dark.”
The team also makes use of the vehicle health check system