Renault Launches An Online Customer Satisfaction Star Rating System

Renault Dealer Locator

Renault Dealer Locator

The website has been launched as part of Renault's strategic plan 'Drive the Change 2016'.

A new service launched by Renault UK aims to make comparing dealership customer service in sales and service that much easier, thanks to the new Dealer Star Rating, a part of the Renault website's Dealer Locator.

The new service allows customers to share experiences at each of Renault's network of dealerships following the purchase of a new Renault of visiting an aftersales department. Renault's Customer Satisfaction team will contact the customer to ask them about their experience.

Around 4500 customers are interviewed each month, with their responses being allocated a star rating. A five star rating is given id a customer would definitely recommend a dealership, four stars if the customer would recommend but was not completely satisfied and so on.

THe star ratings will also use verbatim comments, taken from interviews to explain what customers liked about their experience. Customers will be invited to explain what could be done to improve the experience, if appropriate.

The new customer satisfaction system will provide an instant overview of the dealership's performance and will help encourage the high level of customer service enjoyed by customers. Any dissatisfied customers will be contacted by the dealership with the support of Renault's Customer Relations department to correct issues as quickly as possible.

So far, 90% of Renault dealers have received 4 stars or better for aftersales and 98% in new sales.

The website has been launched as part of Renault's strategic plan "Drive the Change 2016".

Renault UK Quality and Services Director Mark Crockett said: "Renault's network delivers high standards of customer service with more than 85% of customers saying they would definitely recommend us.

"We've listened to feedback where customer service is concerned and have made huge strides forward but there is always progress to be made. The Dealer Star Rating is one step in our ‘Drive the Change’ strategy that changes our relationship with our customers and joins other initiatives such as our UK-wide improvement programme, internal surveys and investment in improving the whole-life customer experience.

"We are confident in the responses from our customers and this new website allows us to share the feedback. We’ll also be sharing verbatim quotes so that customers can read other motorists’ feedback and make an informed decision on where they want to purchase a Renault or have their car serviced.

"Alongside this, all of our communication includes a 'Renault Quality Made' stamp to emphasise the importance of our focus on quality.

"This hard work is on-going but results have been reflected in the recent results of independent motoring surveys including the last two Auto Express Driver Power surveys."

Published 15 September 2011 Staff

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