Auto Express – July 30, 2019

SpecialIssue 53

22001199

DIDYOUKNOW? Dealersaregettinglessimpressive:yougaveanaveragesatisfaction

scoreof85.1percentthisyear, downfrom85.91percentlastyear, and86.61percentin2017.

ASETofnear-universallypositivemarks

seeHonda’sdealersnarrowlymissout

onamedal,butfourthplaceisnottobe

sniffedat.Anexcellentscoreforvalue

formoneyhelpsthebrandmaintain

itstop-10dealerpresence,aidedby

excellentmarksforcommunication,highly

rateddealerfacilities,andanimpressive

standardofworkfromthebrand’sservice

centres.Ifwe’regriping(andwithno

categoryscorebeinglowertheneight,

weare)Hondastaffcouldbealittle

morefriendly,whilethefirm’sdealers

couldhavemorecourtesycars;owners

wereprettyhappyinthisarea,butnotas

happyasownersofsomeotherbrands.

WE’REgettingclosetothetopofthe

rankingshere,soit’snosurprisetosee

somedeeplyimpressivescorescomefrom

Kiaowners.Nootherbrand’sdealersoffer

bettervalueformoneythanthese,and

that’sbackedupbyastrongscoreforstaff

communication.Kiadealerstaffarealso

courteous,withasixth-placeresultinthis

areaonetobeproudof.WorkinKia’s

workshopsisalsocarriedouttoahigh

standardand,eveninareaswhere

improvementscouldbemade,scores

areneverbelowaverage.Ashortageof

courtesycarsisresponsibleforKia

dealers’lowestscore,whilefranchise

facilitiescouldalsobeplusher.

ANOTHERsmalldealergroupwithabig-

hittingscore,Suzukioutletsimpresswith

theirhighstandardsofcommunication,

andthequalityandspeedofworkcarried

out.Workshopsgetcarsrepairedand

servicedingoodtime,offerstrongvalue

formoney,andcarryoutworktoahigh

standard.Youalsohighlightthatbills

areexplainedclearly,andstaffkeepyou

informedaboutthechargesandprogress

beingmadewithwork.Suzukidealers

coulddowithmorecourtesycars,while

facilitiesarefelttobestrongratherthan

stellar,sothispreventsthebrand’s

dealersfromrisinghigher.Still,sixth

placeisanimpressiveresult.

IFyou’rehappytoputupwiththelimited

parkingandnotparticularlycomfortable

collectionareas,anddon’tmindthelackof

acourtesycar,thenthere’salmostnothing

nottolikeabouttheMGdealership

experience.Courteousstaffwhocomplete

worktoahighstandardgivethebrand’s

bestscores,andthepictureinotherareas

issimilarlyimpressive.Workiscarriedout

quickly, workshopsanddealersoffergood

value,andcommunicationisimpressive.

MG’ssmallnetworkmeansit’seasyforthe

companytoensurefranchiseesgetthings

right,butthatdoesn’tdetractfromsome

impressivescores,andonesthatlarger

companieswouldbeeagertoreplicate.

87.69%

87.10%

86.69%

86.61%

4. Honda
   5. Kia


5. Suzuki

7. MG

RATINGS

RATINGS

RATINGS

RATINGS

CATEGORIES

CATEGORIES

CATEGORIES

CATEGORIES

“Idropmycaroffforaserviceafterworkat5pmandleave

inacourtesycar,beforereturningthefollowingafternoon.”

“Therewascoffeeandfood,andweweresentavideoof

themechanicsurveyingthecar.Everythingwasspotless.”

“Iwastreatedwithrespect,notasanumber.Thefacilities

wereexcellentandthestaffkeptmeupdatedontheservice.”

“Theyhavebeenexcellentsincepurchase.Ihavehadsome

issueswithmycar,buttheywereallsortedtomysatisfaction.”

%OFOWNERS WHOHAD APROBLEM...

%OFOWNERS WHOHAD APROBLEM...

%OFOWNERS WHOHAD APROBLEM...

%OFOWNERS WHOHAD APROBLEM...

31 1

31 1

31 1

31 1

Fault-findingandfixingcauseda

fifthofgripes;butmostcustomers

hadnocomplaintsatall

Nomajortrends;biggestissue

iscarsnotbeingreadyontime,

whichcaused17percentofgripes

Suzukihadthelowestproportion

ofdealercomplaints;carsnot

beingreadywasthebiggestissue

Impressivelylowproportionof

complaints.Carsnotbeingclean

orreadyontimecausedgripes

8.4%

8.7%

6.3%

7.5%

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

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