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Car dealer customer feedback scheme goes live

A new website has been launched to provide car buyers with a single system to make complaints to car dealerships across the UK.

Feedback Scheme is free to customers; they simply enter the name of the dealership, its location and their feedback before sending it direct to the dealership manager. Customers can then monitor responses and even see when their feedback has been read, all the while keeping their own email address confidential if they wish.

With an aim of minimising damage to dealerships from unhappy social media posts, the Feedback Scheme gives customers a central location where customers can send their concerns privately to dealer managers.

Feedback Scheme founder Jamie Snape said: “Until now every dealership group was forced to setup its own feedback website which they print hopefully on the bottom of their invoices, and many independent dealers simply don't have one. If unhappy with a service or aftercare, especially with a big ticket purchase such as their car, a customer wants to be able to quickly and easily communicate this to the local manager within the dealership, and have them action change on the ground.

“Now with Feedback Scheme it's possible, one familiar website at to communicate complaints to car dealerships and indeed other types of businesses right across the UK and for management it allows them for the first time to compare how complaints are handled across all of their locations.

“I fully expect Feedback Scheme membership will quickly become something people just expect to see from any quality UK car dealership, as put simply it will demonstrate they actually care about what their customers think, and that they will want to quickly rectify any problems locally.”

Feedback Scheme aims to be used by the majority of car dealerships within 24 months of launch, making it much easier for UK consumers by being universal across many dealerships and indeed other sectors. The cost of membership for businesses has been set to a nominal fee to achieve becoming the UK standard, for sending feedback for businesses large and small, from independent dealers to whole group dealership networks.

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