The latest UK Customer Satisfaction Index results from the Institute of Customer Service (ICS) present a sobering picture. Average customer satisfaction in the UK has fallen compared to last year and...

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...

Car buyers rate the positive attitude of salespeople as the most valued part of vehicle transactions, while retailers failing to keep in contact with customers after selling them a car is their...

New car purchase intent across Europe remains around 10% lower than it was before the pandemic. Of the respondents who did intend to purchase a new vehicle, more than half indicated that they would...

Retailers remain reasonably satisfied with their manufacturers’ current electric and plug-in product offerings, and more so with their manufacturers’ proposed vehicle product ranges and the...

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...

Satisfaction levels have increased among consumers using franchised dealerships when it coms to aftersales services, with 83% reporting that they were either very satisfied or quite satisfied compared...

Retailers and insurers that elevate their customer service offering to match the surge in premium market share could see increased customer satisfaction and loyalty. So says AX, which notes that, as...

A raft of new Peugeot models are coming to the market, maintaining the strategy of quality and perception that has seen market share grow, residual values increase significantly, and dealer return on...

Manufacturer-retailer relationships have improved again with a second consecutive uplift in overall satisfaction scores, according to the latest NFDA Dealer Attitude Survey. From the record low of 5.3...

As the motor trade sector remains hamstrung by economic and political forces beyond its control, it is vital to take every measure possible to retain customers and strive for growth. The key to this...

The relationships between franchised retailers and their car manufacturers have hit an all time low, according to the latest NFDA Dealer Attitude Survey. The publication of the winter 2017/2018 survey...

An interesting question to analyse in the summer 2017 NFDA Dealer Attitude Survey concerned satisfaction among franchise dealers with their manufacturer’s target setting for aftersales. An average...

Levels of satisfaction appear to have fallen with both franchised and non-franchised dealers over the past six months. Asked how satisfied they were with their last experience, 80% of respondents said...

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...

Bringing 65 UK-wide Ford dealerships under the TrustFord brand has delivered a more consistent experience for customers, made it easier to have conversations with customers about vehicles and offers...

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...

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...

Relationships between retailers and manufacturers are continuing to deterioriate, according to the latest NFDA Dealer Attitude Survey. Asking retailers how they rate their manufacturer overall...

Car buyers expect an increasingly individualised experience, requiring OEMs and dealers to further communicate and share customer data. Capgemini’s 16th annual Cars Online report shows the rising...