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Renault UK launches online dealer ratings

Renault UK has launched a dealer star rating to allow customers to share their experiences at each of the French brand’s dealerships online.

After buying a new Renault or visiting an aftersales department, motorists will be contacted by Renault’s Customer Satisfaction team and asked about their experience.
Renault said it would not be rating the used car process, but it will be looked at for possible inclusion in the ratings system in the future.
A spokesman for Renault said: “The used car sales experience is an obvious area where we do not measure customer experience today.”

Each month, about 4,500 customers are interviewed and their responses are allocated a star rating on www.renault.co.uk. If a customer would definitely recommend the dealership, a five star rating is allocated. If the customer would recommend, but is not completely satisfied, a four-star rating is given, and so on.

The star ratings will also incorporate verbatim comments, taken from the interviews, to explain what customers liked about their dealership experience.

If appropriate, customers will also be invited to explain what the dealership could do to improve the quality of their experience.

Renault says the new “transparent system will allow customers to see the previous performance of the dealership and will promote the high level of customer experience enjoyed by customers”.

Any dissatisfied customers will be contacted by the dealership with the support of Renault’s Customer Relations department so things can be put right “as quickly as possible”.

Renault said that most of its UK dealer network has already achieved excellent levels of customer service, with 90% with a four star or better rating for aftersales and 98% in new sales.

The website has been launched as part of Renault’s quality improvement which is part of Renault’s strategic plan, ‘Drive the Change 2016’ with the aim of ensuring consistency of excellence across its entire dealer network.

Mark Crockett, Renault UK quality and services director, said: “Renault‘s network delivers high standards of customer service with more than 85% of customers saying they would definitely recommend us.

“We’ve listened to feedback where customer service is concerned and have made huge strides forward but there is always progress to be made. The star rating is one step in our ‘Drive the Change’ strategy that changes our relationship with our customers and joins other initiatives such as our UK-wide improvement programme, internal surveys and investment in improving the whole-life customer experience.”
 

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