Renault believes it has turned a corner after improving its product and launching initiatives to highlight and increase its improvement in service.
The French brand has been running a dealership improvement programme which concentrates on enhancing the performance of the bottom 20% of its UK dealers with the aim of improving the customer experience.
Renault will introduce performance managers to those dealerships “to diagnose why they’re not providing the levels of experience required by Renault customers”.
The programme has already been running and Renault says it has seen a graduation rate of over three-quarters for the dealers that have already entered the programme.
The online dealer ratings, which will be introduced next month, will list individual satisfaction ratings of each of the 4,500 Renault customers interviewed each month.
The satisfaction rating, together with the actual customer comments verbatim, will be available to view for both sales and service customers for each of Renault UK’s dealerships.
Renault launched its business promise for fleet customers a year ago and a retail version will launch in January 1, 2012. The “Renault Quality Commitment” will guarantee the quality of a customer’s car or van is mirrored by the level of service they receive from Renault. More details of what will be included in the retail promise will be revealed closer to launch.
The French brand publicly acknowledges its electronic issues which affected some of its older models, including the second-generation Mégane and Laguna, principally concerning certain electric window mechanisms and early- generation electronic instrument displays.
However, Renault said it had not shied away from the issues and implemented a customer goodwill programme to cover concerns.
Renault will also now be including a “Renault Quality Made” stamp on all of its communications.
Renault is also rolling out its “Project Air” corporate identity revamp which is upgrading the exterior and interiors of all its dealerships. Currently a fifth of UK dealerships have adopted the new CI and the rest of the network will be up-to-date before the end of 2014.