Customers give Renault thumbs up
Renault has topped the Auto Express Driver Power survey for Dealer Aftersales Service Satisfaction survey for the first time.
Across the whole Renault range, customers were on average 94.4% satisfied with their overall aftersales experience at a Renault dealership in the 2016 survey. The impressive result sees the French car manufacturer rise through the rankings from 12th, out of 31 brands, in the survey in 2015.
Mark Crockett, director of total customer experience, Groupe Renault UK & Ireland, said, ‘This outstanding result demonstrates the progression of our vehicles and reaffirms our commitment to customer service throughout the entire lifespan of our cars. We are delighted to have topped the list, especially as this comes directly from our own customers. This ranking comes at a time when we are also selling a record number of vehicles in the UK. We strive to provide customers with the very-best ownership experience, and 94.4% of customers stating they have been satisfied with our After Sales service is proof of that.’
Brian Walters, director of research and insights at Driver Power, said, ‘Renault improved in all six of the Driver Power aftersales attributes, most notably in keeping its customers informed on progress and cost of work, and the technical knowledge of its workshop employees. Renault now leads the industry with respect to the helpfulness and attitude of its dealership personnel. In fact, Renault is among the top three brands in all six of the Driver Power dealer attributes.’
The result is partly attributed to the redefinition of the Groupe Renault UK Services and Quality division in early 2016 to two new departments: Total Customer Experience (TCE) and Aftersales. TCE supports a further emphasis on customer experience and performance and the Aftersales now has a renewed focus on the commercial operations of parts, accessories, options and services functions.