Auto Express – July 30, 2019

http://www.autoexpress.co.uk SpecialIssue 47

22001199

DIDYOUKNOW?Onaverage,just55.2percentofrespondentswouldrecommendtheir

dealertoafriend,yet72.6percentsaidtheywouldreturntoitthemselvesforrepeatbusiness.

THEREisn’tthatmuchgoodnewstoreport

fromthoseofyouwhovisitedaNissan

dealerinthepast12months;notone

areastandsoutaspositive,andthereare

plentyofscoresrightnearthebottomend

ofourrankings.Drillingdownintothedata

revealsparkingspacesatNissandealers

aresaidtobeatapremium,whileyou

sayyou’renotbeingkeptinformedofthe

workbeingcarriedoutonyourcars.Given

thattheQashqaiwasthefourthbest-

sellingmodelin2018,thosefigures

indicatethatahighnumberofbuyersare

nothavingasgoodatimeastheymight

whentheyneedtovisittheirNissan

dealeroverthecourseoftheirownership.

DACIAhasthemostaffordablenewcars

outthere,butyoustillhavearightto

expectareasonablelevelofservicein

itsdealerships.Unfortunatelythat’snot

thecase,accordingtooursurveydata.

YousaythattheworkonyourDusters,

SanderosandLogansisn’tdonetoa

highenoughstandard,thatDacia’s

dealerfacilitiesaren’tparticularlyclean

ortidy,andthatcourtesycarsarehard

tocomeby.There’snodenyingdealers

offergoodvalueformoney,butgiventhat

staffcourtesywasratedbadlyandwas

behindmostofthegripesyouhadwith

outlets,we’dsaythisisanareathatthe

firmneedstolookatasquicklyasitcan.

WEaresorrytoseeLandRoverrepeatits

2018performanceandappearnearthe

bottomofourrankings.Whilethedealer

facilitiesandcourtesycarsgetreasonable

scores,thefirm’sdealersfinishlastinthree

ofoursevencategories.Communication,

thestandardofworkcarriedout,andthe

timeittakesforittobecompletedare

theworst-rankingareas.GiventhatLand

Roverwasthebottom-rankedcompany

forreliabilityinourbrandsurveyearlierin

theyear,and34percentofownerswith

dealershipgripessaidthattheserelated

tofault-findingandfixing,LandRover

outletsappeartobedealingwitha

perfectstormofmaintenancewoes.

DSspanofffromCitroenasastandalone

premiumbrand,butitsfirstappearance

inourdealerpollseesitfinishbottomor

second-from-bottominfourofourseven

categories,withvalueformoneyandstaff

courtesytheworstareas.Aspooraresult

asthatis,itshouldbenotedrespondents

completedtheDriverPowerpollbetween

OctoberlastyearandMay2019.WithDS

movingtodedicatedSalonsinJuly2018,

theseresultsmayrelatetocustomers

visitingCitroendealersandnotreceiving

thepremiumexperiencetheyexpected.

GiventheworkthatparentfirmGroupe

PSAhasputintoDSrecently,though,we

expecttheseresultstoimprovein2020.

82.46%

82.30%

81.88%

81.00%

28. Nissan
    29. Dacia


29. Land Rover

31. DS

RATINGS

RATINGS

RATINGS

RATINGS

CATEGORIES

CATEGORIES

CATEGORIES

CATEGORIES

“Carwascollectedfrommyhomeandreturneddirty,withoilon

thedriver’ssidewindow,plusmuchofthefuelhadbeenused.”

“Rudestafftoldmeratherabruptlythattheworkwouldnot

becarriedoutunderwarranty,eventhoughitwascovered.”

“Nothingiseverachievedinthefirstvisit–itusuallytakesthree

togetthemtounderstandtheproblemandeffectaremedy.”

“Shabbywaitingareawithnotmuchreadingmaterial,while

whatwastherewasoutofdate.PlustheTVdidn’twork.”

%OFOWNERS WHOHAD APROBLEM...

%OFOWNERS WHOHAD APROBLEM...

%OFOWNERS WHOHAD APROBLEM...

%OFOWNERS WHOHAD APROBLEM...

31 1

31 1

31 1

31 1

Fault-findingandfixingwere

themostcommoncomplaints

forthosewithissuesatNissan

Belowaverageproportionof

issues,butafifthofyourgripes

werefordiscourteousstaff

Ahighproportionofownersreport

glitches,almostathirdofwhich

wereforfault-tracingandfixing

Over40percentofissueswith

DSdealersconcernedcarsnot

beingcleanedorreadyontime

12.8%

9.5%

18.1%

19.8%

OWNER’S

VIEW

OWNER’S

VIEW

OWNER’S

VIEW

OWNER’S

VIEW

Dealer facilities

Availability of courtesycar

Staff courtesy

Communication

Standardofwork

Speed to completework

Value formoney

Dealer facilities

Availability of courtesycar

Staff courtesy

Communication

Standardofwork

Speed to completework

Value formoney

Dealer facilities

Availability of courtesycar

Staff courtesy

Communication

Standardofwork

Speed to completework

Value formoney

Dealer facilities

Availability of courtesycar

Staff courtesy

Communication

Standardofwork

Speed to completework

Value formoney