Renault UK’s top dealerships will have their customer service put to the test after the brand teamed up with Auto Express to establish Driver Power Dealer of Excellence programme.
Set to will highlight the best in the Renault UK dealer network the programme will see a total of 23 franchises, which have been nominated by Renault UK, have their customer experience verified via an in-depth independent customer care evaluation carried out by Driver Power.
Driver Power will contact the dealers’ customers who will evaluate their experience through a comprehensive customer satisfaction survey.
The successful dealerships will have their awards presented by Groupe Renault UK’s Managing Director at the mid-year national dealer conference in June.
The creation of the ‘Driver Power – Dealer of Excellence’ programme follows the announcement of Groupe Renault UK’s TCE (Total Customer Experience) organisation, which integrates Customer Engagement, Customer Support, Product Support and Warranty.
These TCE teams will be complemented by a new Customer Journey team in order to deliver the best possible Renault experience to customers.
Mark Crockett, director of TCE, said: “Renault has launched this partnership with Auto Express and Driver Power to recognise our commitment to improving quality and standards across the board, we are unique in the industry in running an initiative of this kind with an external partner, offering customers a transparent, independent verification of the customer experience our dealer partners are delivering.
“The programme has really helped to focus the minds of our network on the importance of customer care and the customer experience and to drive real improvement.”
Brian Walters, director of research and Insight at Driver Power, added: “The Driver Power Dealer of Excellence accreditation will be a powerful seal of approval for consumers looking to service their vehicles from dealerships offering a trustworthy and satisfying experience.”
The Driver Power Dealer of Excellence programme and Renault’s new TCE department are both part of the brand’s GO5+ plan.
The GO5+ plan is Groupe Renault UK’s five-year mid-term plan, deployed in June 2013, which aims to deliver more than five per cent Group market share in 2017 along with top-tier network profitability.
It also seeks a Top 10 ranking in the Auto Express Driver Power Customer Ownership Survey together with Top 10 Global Opinion ranking for brand image for the Renault brand.
Renault UK's 23 nominated dealerships are:
Bagot Road Jersey
Bells of Crossgar
Bristol Street Motors Nottingham
D S G Morecambe
Dales Motors Redruth
Donnelly & Taggart Ballymena
Donnelly & Taggart Londonderry
Evans Halshaw Sheffield
Lifestyle Tunbridge Wells
Mackie Motors Brechin
Smiths of Peterborough