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How Dealerships Are Getting It Wrong

By raccars Published

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The 2015 Auto Express Driver Power customer satisfaction survey gave praise where it was due, identifying the best main dealerships in the UK. However, it also named and shamed the brands whose customer service is somewhat lacking. Here is the ignominious list of Britain's worst car dealerships - with some surprising entries.


Things seem to have gone very badly for Suzuki this year, coming in 31st and last, with a rating of 83.78%, after a far more respectable performance in 2014's survey, when it was 16th. The only category in which the brand scored well was value for money, but elsewhere Suzuki owners rubbished its customer service. There was no one thing that doomed the brand but the usual 'failure to identify faults' was mentioned.


VW put in an astonishingly poor performance, with a customer satisfaction rating of 84.07%, leaving it in 30th place - last but one. While the cars themselves impress, it seems a serious lack of communication when works are necessary has annoyed customers, while the high cost of repairs was another irritant. It seems that the need to comply with warranty conditions is the only thing keeping some VW owners with their main dealership, instead of an independent garage. With almost tedious inevitability, VW was also criticised for its fault finding or lack thereof.


Here is another company which should not be scoring only 85% and 29th place. Nissan is one of the UK's great automotive success stories in terms of manufacturing and retail, but customer service in its dealerships has been getting steadily worse over the last few years. While Nissan does offer good value for money, customers felt the staff displayed a lazy attitude and - guess what? - were not good at identifying faults.


The American firm languished in its customary place towards the bottom of the customer satisfaction chart, with a score of 85.65%. Over the past year, its value for money and communication scores dropped but the attitude of staff has apparently improved. However, inconsistency seems to be the main problem, along with the usual failure to identify faults.


With 85.76% and 27th place, the Spanish firm has marginally improved upon 2014's last place ranking, which saw chief execs in the UK promise to do better. Seat was marked up on value for money and staff are showing more enthusiasm - perhaps they have more to be happy about, with an invigorated product line up. A lack of communication was commented upon, and fault finding was, yet again, an issue.

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