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...

Historically motor dealer groups have always used return on sales as a key metric in their accounts and to gauge how they are trading. Pre-Covid, if you could achieve more than a 2% return on sales,...

Those organisations which allow customer service standards to drop will feel the impact on the bottom line – not always immediately, but inevitably and significantly in the longer term. This is the...

The results of the latest Auto Retail Network Barometer survey are in, and managing customer expectations is a key area of concern. According to respondents, customers are as demanding as ever, and...

Expectations among car buyers are almost always satisfied by retailers, but customers remain less happy with the quality of dealer staff, new research has revealed. The finding comes from a deep dive...

The UK’s automotive retailers are expecting 2020 to be another challenging year, with one telling Auto Retail Bulletin that he expects only the very best, and those with the deepest pockets, to...

Car makers have set out their stall for the new quarter, with offers across the different fuel types, in contrast to the previous quarter that seemed to be all about diesel. The offers from the German...

A new market that fell 5% in 2017 and challenging conditions going into 2018 do not seem to have seen much of a relaxing in manufacturer targets, with 95% of retailers citing new car sales as a...

Anew market that fell 5% in 2017 and challenging conditions going into 2018 do not seem to have seen much of a relaxing in manufacturer targets, with 95% of retailers citing new car sales as a...

Personal relationships built on trust is the key to customer loyalty and retention. It’s how you look after people that keeps them coming back. So says Cliff Johnson, managing director at...

The link between happy staff and happy customers has been the subject of discussion for some time. There is now tangible evidence to support this By Gary M Cook When it comes to the most common causes...

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...

Technology, ease of navigation and entertainment take centre stage at the new Vardy-founded Carstore in Dundee Peter Vardy is taking on established independent used car dealers with its standalone...

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Up to 150 new dealers are expected to be appointed to the RAC approved dealer network this year, bringing the total to around 350. However, finding the right dealers continues to be more important...

The current model for measuring CSI levels is broken, and we have to start measuring customer satisfaction differently. This was the stark message presented at the start of Auto Retail Network’s...

In retailing, getting the ‘welcome’ right is the hardest thing we do. Making each and every person that steps on to your premises feel that you’re really pleased they’re there is no slight...

Six years ago, Romford Mazda was one of the worst-performing sites in the Mazda retail network, with declining sales, high staff turnover and low CSI. Today however the multi-award-winning dealership...

Halesowen Audi has eclipsed over 120 Audi Centres in the UK to be number one for Sales Satisfaction in the first quarter of this year, with a score of 98%. The Centre consistently scores above the...

Levels of business lending by the major banks are under fresh scrutiny following a new survey of more than 600 online businesses by eBay. It that reveals nearly 60% of small businesses blame banks for...