Dealer Service And Product

Which automotive model has one of the best UK automotive sellers in 2022?

One of the best automotive sellers are these which give a great impression proper the way in which by the possession expertise. From the second you step right into a model’s showroom to purchase a brand new automotive, till it’s due a service, one of the best manufacturers’ dealership networks will probably be those who supply assist, good workmanship and pleasant customer support.

Our 2022 Driver Energy survey contains data on extra than simply producers and their vehicles; it additionally covers the experiences of consumers, giving us a transparent image of which sellers you think about to be one of the best within the UK.

A go to or telephone name to a showroom may be sufficient to win or lose your customized so the efficiency of sellers is essential to the business. Many people choose a dealership on presentation, services and the angle of its workers as a result of shopping for a automotive is such a major buy and all of those components are accounted for within the Driver Energy survey.

Which automotive model has one of the best UK automotive sellers in 2022?One of the best vehicles to personal within the UK: Driver Energy 2022 outcomes

Throughout your possession, your automotive will want servicing and might have an MOT or upkeep/restore work carried out. As a buyer, you’ll need the dealership to be useful, environment friendly and communicative. We commonly hear tales – good and dangerous – about dealership after-sales care and this data is important studying for anybody trying to buy a automotive.

The Kia XCeed completed high of our 2022 Driver Energy survey however can the Kia supplier community match these opinions?

Driver Energy supplier report

As a part of our 2022 Driver Energy proprietor satisfaction survey, we requested 1000’s of you what you like and detest about your vehicles and the sellers you employ. Motorists had been polled throughout seven completely different classes, together with value, the showroom expertise and technical information. One of the best and worst garages have been rated, and you could find out which producer presents one of the best mixture of service, high quality of labor and, most crucially for some, worth for cash.

Take the Driver Energy survey and inform us about your experiences.

The UK’s finest automotive dealerships 2021

1. Honda – 93.38%

Honda completed in first place with one of the best dealership expertise as rated by clients, beating its eighth-place end in final 12 months’s survey. Prospects actually appreciated Honda’s aftersales service and had been impressed with the communication they obtained from the service centres and the services they supplied.

The Honda retail expertise was additionally extremely rated, with clients praising the engaging presents on fashions, particularly when it got here to tailoring nice worth finance for his or her new vehicles. Prospects reported pleasant workers and clear, good high quality services inside the dealerships themselves, too.

13.7% of respondents reported having some form of a difficulty with the aftersales service, and this was principally right down to vehicles not being prepared when promised. Nonetheless, 68.4% reported that after their difficulty was raised Honda did a great job at resolving it to their satisfaction.

2. Lexus – 93.13%

Lexus is a constant excessive performer within the Driver Energy sellers survey. In 2022 Lexus sellers earned a second-place end general, and the model got here high within the aftersales class.

Prospects had been significantly impressed with the service centres supplied by Lexus, with an amazing degree of communication, pleasant workers and good workmanship. Lexus homeowners additionally appreciated the services supplied in showrooms and had been pleased with the offers they managed to return to when shopping for their vehicles. 

An impressively low 2.9% of respondents had a difficulty with their aftersales expertise, though none of those points reportedly got here to a passable decision. Most complaints associated to the automotive not being cleaned earlier than being handed again to the proprietor following a service, nonetheless. 

3. Peugeot – 92.92%

Peugeot managed a podium end within the 2022 Driver Energy survey of one of the best sellers. Of observe had been Peugeot’s wonderful service centre services, which respondents thought of to be very clear with hygiene and Covid-19 restrictions strictly adhered to. Communication was reportedly one other robust level, clients mentioned, because of clear and easy-to-understand paperwork.

The retail expertise was additionally extremely rated, with Peugeot providing loads of offers and finance choices to fulfill clients throughout its broad mannequin and trim ranges. Just below 11% of Peugeot homeowners reported points surrounding the aftersales expertise throughout a number of areas. The most typical complaints had been that their vehicles didn’t come again cleaned following a service, that the work wasn’t completed when promised or that workers weren’t courteous.

4. Subaru – 91.30%

Subaru has remained constant within the 2022 Driver Energy sellers survey, ending in the identical fourth-place spot that it took in 2021. Whereas clients praised the aftersales expertise in 2021, this was one of many weak areas for Subaru sellers this 12 months. As an alternative, Subaru clients positioned the model high of the charts for the retail expertise in 2022 – an space which the model carried out poorly for in 2021.

Prospects had been pleased with the way in which salespeople at Subaru dealerships handled them, and had been glad with the offers they had been in a position to conform to with them. Prospects additionally praised the dealerships’ services and thought of the handover course of to be easy.

In distinction to this, Subaru homeowners had been much less glad with the workers at service centres and located their workmanship to be pretty sloppy. 13.7% of respondents reported points with the work offered by Subaru’s service centres. The primary complaints had been that their vehicles got here again uncleaned and that value estimates weren’t offered or exceeded.

5. Kia – 91.10%

Though a fifth place end for 2022 continues to be very respectable, Kia will doubtless be dissatisfied given the model has fallen from its third-place spot in final 12 months’s survey. One of many model’s robust factors was communication from service centres, because of its clear paperwork and concise explanations for numerous providers.

Consumers additionally praised the retail expertise, because of loads of tailored choices for financing their Kia, they usually felt assured that workers had been pleasant and had the information to finest serve them. Prospects shopping for their Kia by the pandemic had been impressed with the cleanliness of showrooms and the digital shopping for choices they had been supplied. 

Nonetheless, 12.7% of householders skilled a difficulty at a Kia service centre, with many reporting that their vehicles weren’t prepared when promised, got here again uncleaned or that the work wasn’t even carried out on their automotive.

6. Toyota – 90.78%

Toyota finishes 4 locations behind its Lexus sister firm in sixth-place for 2022. Toyota is thought for bulletproof reliability, and the model does a greater job at aftersales than its retail expertise. 

Prospects reported points with the handover course of when shopping for their new Toyota and felt like their new automotive’s options weren’t defined nicely sufficient to them. They reported a scarcity of communication basically through the shopping for course of.

Communication was a robust level for Toyota’s aftersales workforce, although. Prospects appreciated the clear paperwork and explanations supplied by Toyota technicians. Work was carried out on their vehicles to a powerful customary and well timed method, we’re informed, and simply 5.1% reported a difficulty with the service. The one actual trigger for grievance was a better than anticipated value for servicing prices.

7. Nissan – 90.45%

Nissan has come again preventing with a seventh place end for 2022 – that’s a giant enchancment over the model’s Thirteenth-place end in 2021. The Japanese carmaker scored its finest leads to the retail classes. Prospects felt the model’s sellers supplied good offers because of versatile and aggressive finance choices to swimsuit their wants.

The salespeople had been pleasant and defined the paperwork within the gross sales course of clearly.

Nissan’s aftersales expertise wasn’t as nicely obtained, nonetheless. Many respondents reportedly struggled to get a courtesy automotive from their Nissan supplier, however workers had been nonetheless pleasant and approachable. Whereas simply 5% of respondents mentioned they skilled a difficulty with their Nissan service centre, the primary complaints had been that the fault was not appropriately recognized and glued.

8. Ford – 90.37%

Ford’s supplier community got here in eighth place within the survey with some combined opinions. Its aftersales division actually impressed homeowners with a top-of-the-leaderboard rating for workmanship, and it got here in second place for communication.Nonetheless, whereas clients praised the courteous workers, they had been much less impressed with the services supplied at service centres, particularly in ready areas.

It is a comparable theme on the retail aspect of Ford’s supplier community, with good scores for employees, however much less spectacular scores for services and dealership environments.

7.8% of respondents reported a difficulty with their aftersales expertise – most of those complaints are attributed to service centres failing to establish and repair their faults. 

9. Audi – 89.23%

In ninth place, Audi scores nicely for showroom services, however disappointingly for service centre satisfaction. That is primarily resulting from Audi sellers’ restricted provide of courtesy vehicles, though this comes as no shock amidst a scarcity of recent vehicles being produced and sky-high used automotive costs – sellers are doubtless promoting as a lot inventory as they will as an alternative of holding again vehicles to mortgage out to clients.

6.3% of respondents reported a difficulty with the Audi aftersales expertise, most notably for prime servicing prices that included sudden fees and the time it took for jobs to be accomplished. Most respondents thought of the model’s workers as courteous, nonetheless.

10. Volkswagen – 89.13%

Volkswagen got here in tenth place within the survey. A robust swimsuit for the model’s service centres had been its constructive scores for services. Hygiene, cleanliness and luxury of the ready areas all did nicely, however in an analogous vein to Audi, a scarcity of courtesy vehicles negatively affected Volkswagen’s rating.

On the retail aspect of issues Volkswagen carried out extra poorly. Showroom services weren’t extremely rated by clients they usually had been reportedly dissatisfied with the offers they negotiated. Gross sales workers had been rated okay, though clients didn’t really feel that workers had sufficient product information to make the handover course of easy sufficient.

20.3% of respondents reported an issue when coping with a Volkswagen service centre, and 1 / 4 of complaints associated to the model’s failure to establish and repair faults.

11. Mercedes – 88.96%

Mercedes showroom services got here backside of our survey, with poor parking provision, and even look, consolation and cleanliness under one of the best. Salespeople had been additionally marked down, with workers at different manufacturers putting increased for friendliness and product information.

It’s higher information for the service division, the place Mercedes got here high for private courtesy, though clients would favor it to be simpler to pay money for a courtesy automotive. 

A comparatively excessive 17.3% of householders had a service centre difficulty, which included vehicles not being prepared when promised and unexpectedly excessive payments for the work.

12. Hyundai – 88.58%

Most scores for Hyundai had been quite lacklustre, though workmanship and communication for the aftersales division was given a great rating, boosting its rating. 

There’s lots to work on, although, with Hyundai’s services and the courtesy proven to workers popping out on the backside of the desk. Salespeople had been rated nicely for responsiveness, however product information and the reason of auto options had been weak.

Simply 3.5% of householders skilled a difficulty with the service centre, with the small variety of complaints being round failure to establish and repair faults. 

13. Volvo – 88.11%

It seems Volvo clients had a combined expertise within the final 12 months, with the aftersales and servicing aspect scoring higher than the retail side of the shopper journey. 

The services had been a specific letdown, with the dealerships parking, look and luxury of showrooms scoring the bottom. Gross sales workers had been additionally marked down for poor product information, and on the automobile handover stage.

A middling 7.4% of consumers reported a difficulty with the service centre, however a major 70% of complaints had been relating to discourteous workers who failed to elucidate points, and 60% of complaints weren’t resolved satisfactorily.

14. Jaguar – 87.35%

Whereas Jaguar will probably be pleased to beat rivals BMW, its general efficiency was pretty common for each retail and aftersales. There have been low scores for its salespeople and showroom services, together with the handover course of, however the worth of offers consumers had been in a position to negotiate gained it again some factors.

A fifth place for service centre services impressed, however the outcomes for workmanship, worth for cash and timeliness weren’t so good. Oddly, communication was given a low rating, however courtesy was higher – in the end, homeowners felt they may very well be given higher explanations for works in progress.

A worrying 24.5% of householders reported a difficulty with the service centre, and 60 per cent of complaints cited unanswered telephone calls, whereas 65% of points weren’t resolved satisfactorily.

15. BMW – 86.48%

Seller services scored nicely for BMW, however as soon as contained in the shiny showrooms, homeowners weren’t so pleased with the retail or aftersales expertise. Salespeople misplaced factors for his or her explanations of automobiles earlier than and after a sale, whereas the number of fashions and trims on supply was additionally criticised.

Aftersales was scored down for poor parking provision, and for the time it took to hold out jobs and value-for-money. 

A notable 18.4% of householders reported a difficulty with the service centre, with 40% of complaints associated to failure to seek out and treatment faults. Discourteous workers had been additionally reported and 23% of complaints went unresolved.

16. Skoda – 86.29%

It seems the retail held Skoda again in these outcomes, with the gross sales aspect ranked one place from backside within the standings. Prospects weren’t impressed with the offers they had been in a position to get, workers efficiency or the services on the dealership. Costs, product information and on-site parking all got here in for criticism.

Skoda’s aftersales was extra profitable, with a tenth spot for employees courtesy and eleventh for workmanship, however once more services had been deemed poor, rated sixteenth.

22.5% of householders skilled a difficulty with the service centre, and 90% of those that complained reported unfixed and undiagnosed faults, whereas unanswered telephone calls got here second. 

Learn extra concerning the best-rated producers in our Driver Energy survey.

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