At the start of 2023, the motor retail landscape looked rather different to how it does today. The average wait times for new vehicles were still being impacted by the slowing of new vehicle...

In our articles so far this year, we have covered aftersales and used cars in terms of showing what’s important. This month we will look at your lifeblood and your biggest cost: people. People...

Balancing CSI scores and sales is a fine art and crucial to 2021 success Mention customer satisfaction index (CSI) scores to most dealership sales and general managers and an instant wave of shock or...

Customer experience is critical to brand and retailer loyalty and advocacy, but too many retailers are failing to appreciate the crucial role that the service experience plays, and the importance of...

The rules of customer experience, and why it is different to, and more important than, customer satisfaction By Gary M Cook Customer Experience (CX) is currently one of the hot topics of conversation...

The pressure to self-register new cars has lessened slightly since last summer where it was a major concern for 95% of retailers, but 78% still think it will be an issue over the next six months. And...

The majority of consumers who have interacted with franchised automotive retailers within the last two years consider them to be professional, knowledgeable, reputable and reliable, and to offer good...

Nissan’s dealers, who will run 198 outlets by the end of this year, are adjusting to what one of their veteran retailers described as a brave new world, as sales targets and CSI bonus systems are...

Customer satisfaction has risen in the third consecutive UK CSI survey, increasing by 1.2 points (out of 100) compared to a year ago to a score of 77.4. This also represents the largest year on year...

Skoda’s upgraded dealer network can potentially be among the most profitable car dealing franchises, having increased its average return on sales by 68% to date this year as it heads towards selling...

Targets for customer satisfaction index scores actually work against improving either customer service or the customer experience. Only by starting to focus on dissatisfaction do things start to...

Mercedes-Benz is planning to treble the number of pop-up shop sales and demonstration drive units to 18 this year as it becomes an increasingly important part of its marketing strategy according to UK...

Mercedes-Benz aims to maintain last year’s role as one of the fastest growing premium brands in new-car sales terms via its 125-outlets with retailer partners consolidating their position as one the...

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Customer satisfaction in the automotive sector continues its decline, according to the latest report from the Institute of Customer Service. The automotive sector scored a UK Customer Satisfaction...

Suzuki, nurturing a reputation for good relations with a stable network reflected in high NFDA poll ratings – plus strong CSI levels – is aiming for a 50,000-unit, 2% market share by 2020 generated...

My son is studying games development at university and he recently had an internship with a relatively new games company. This firm markets and develops its products via internet forums. They film...

Citroen is poised to launch a series of dealer-based initiatives in a bid to improve CSI ratings and generate higher customer retention levels across its UK network. The portfolio, endorsed by Linda...

A new complaints management service could help retailers boost their CSI scores by providing anonymised management information on sales and service delivery that doesn’t go to plan. Resolver, a new...

Skoda’s UK brand director Alasdair Stewart has pledged to return his dealer network’s CSI rating to top-three status after the company’s global chief executive professor Winfried Vahland expressed...