A new report from The Institute of Customer Service reveals that UK consumers are more than willing to pay a premium for goods and services, in return for excellent service – despite the...

With a smaller number of parts and lower regular maintenance requirements, the industry needs to prepare for fewer EVs coming in for service, argues Urban Science. And although the average revenue per...

Since 2020, the UK has experienced a significant decline in new car registrations, resulting in a shortfall of 700,000 cars per year compared to 2019. As a result, there is now a cumulative shortage...

Elon Musk might be having second thoughts about his decision to buy Twitter but he clearly has no such reservations about Tesla’s unique, vertically integrated direct aftersales service model. In a...

Having spent most of my working life ‘retailer-side’ of the automotive industry, I became well-versed with suppliers letting me know that we might be ‘missing out.’ The sources of the stress...

Looking back just two years ago, very few OEMs had publicly stated they were considering a move to a direct sales or agency model. Today, it is very different. Most have broken cover and announced...

The results are in and they confirm that 2021 was the most profitable year for motor retailers we have ever seen. The average UK retailer made a return on sales of 2.49% during the year. It can be...

Businesses across all industry sectors are missing out on a significant opportunity to fix internal processes and address the root causes of customer experience issues in the wake of the pandemic,...

It seems to have sometimes appeared to established used car dealers that, when it came to technology, well-funded digital disruptors have had an unassailable lead in recent years. At iVendi, we never...

There is certainly going to be a lot of change as we go through 2020. We are going to see a huge amount of electric and hybrid product hit the market, which retailers are increasingly going to be...

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...

With concerns for retailers raised over the increased take-up of electric vehicles, we put the question of reduced aftersales revenue to Daksh Gupta, chief executive of Marshall Motor Group, where...

The widespread adoption of electric vehicles could see retailers’ revenue on servicing drop by 40% and on parts by 20%. So says Petter Nordesjo, former managing director at BMW Sweden and member 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...

Toyota Financial Services is taking a majority stake in ‘incentivised carpooling’ pioneer Faxi, with the key objective of becoming a mobility services provider and help to reduce single occupancy...

March is a vital month for UK motor retail. With the launch of the new registration plate it is the top month of the year, both in terms of retailer turnover and profitability. Over the past two...

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...

Vauxhall is to launch its first new car service plan this week, Auto Retail Agenda can exclusively reveal. The move is part of a bid by the manufacturer to improve retailer aftersales profitability,...

The average UK motor retailer produced a strong result in October with a profit of just over £6,000. This compares favourably to the prior year, where we saw a small loss, which is more typical of a...

The retail landscape is undergoing a transformation phase that requires re-thinking today’s retail concepts. There will not be one single retail concept in the future. We need to find a way for an...