Staff at Volkswagen Van Centre Bury St Edmunds have celebrated reaching the top of the network’s league table for customer care.
The dealership rose from 12th place in January to 2nd in February and climbed to 1st place in March, out of a 72-site network.
Aftersales manager Gerald Payne said: “Improving our customer service was very important to us. In December last year we were in 58th place and we’re not happy. So we identified the areas where we could improve, created a plan and delivered it.
“This really is a team effort; this way everyone is involved in our success. We’re not perfect, so if we get something wrong we tackle it straight away; it’s about treating people how you want to be treated.
“I am naturally very proud of my team’s achievements but we can’t be complacent and we will continue to monitor our performance to maintain our standards.”
Volkswagen monitors all aspects of customers’ aftercare experience, from booking through to collection. Each month results are evaluated based on customer feedback and performance reports.
As editor, Tim is responsible for the media content, planning and production of AM's multiple channels (AM print and digital magazines, website, social media and contributing to our events planning). He interviews and writes about as many franchised dealer groups and UK divisions of motor manufacturers as possible, to explore the issues facing UK motor retail and understand what solutions dealers and suppliers are using to overcome these.
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