Renault posts highest rise in dealer customer satisfaction
Following the first part of the Auto Express Driver Power 2010 survey results, which saw the current Mgane III storm straight into fifth place out of 100 cars, today’s results for dealers show that Renault’s network is making equally impressive gains.
One of the cornerstones of Renault’s Commitment 2009 growth programme was to instil a culture of quality throughout the company. Judging by the results from the Driver Power 2010 surveys in the past few weeks, the company’s efforts are starting to pay real dividends.
Proving that its 200-plus dealers are now mirroring the marque’s relentless strides in product quality with their quality of service, this year’s survey shows that Renault has risen a notable 15 places, from 30th in the previous two years, to 15th overall.
Posting an overall score of 82.10%, only two per cent short of finishing in the top ten, Renault’s rise has also seen it leapfrog a series of premium brands along the way, including Audi and BMW.
Its much-improved score was not achieved simply by means of a few more points in just a couple of categories, as Renault showed gains across the board. In fact, it rose by more than 10 places across every category: Helpfulness and attitude, Standard of workmanship, Value for money, Technical knowledge and Cleanliness and atmosphere.
Commenting on Renault’s improvement, Auto Express’ view was unequivocal, “Absolutely superb. That’s the only way to describe the gigantic leap up the Driver Power dealer chart made by Renault this year.”
Editor-in-Chief, David Johns, added, “This is an important result for Renault because it is the verdict of the owners of their cars. They are saying quite clearly that the firm, its dealers and its cars have made massive strides in terms of quality and service in the past year. It’s a performance that does Renault huge credit and is one that every other car manufacturer can learn from.”
Renault UK’s Managing Director, Roland Bouchara, was unsurprisingly pleased with the latest survey results, “Our dealers have made dramatic improvements to match the great strides of our products. Our progress has been huge.”
Nevertheless, in spite of its success, the company is aware that it still has work to do.
Mark Crockett, Director, Services and Quality, Renault UK, commented, “Customers were telling us that we needed to try harder. This latest survey result confirms we’re on the right track, but we need to continue to listen to our customers and work hard to ensure we continuously meet their needs. We know there is always scope for improvement, so Renault UK and the whole dealer network will continue the work we have started to ensure that we keep developing our customer experience.”
Renault Excellence Plan, e4: redefining dealer processes
The foundation of the French brand’s commitment to improve quality throughout its worldwide network has been driven through its ‘e4’ plan. Representing ‘excellence, everyone, everywhere, everytime’, this initiative forms a key element in the five-point ‘Renault Excellence Plan’. The aim of e4 is quite simple, to ensure a positive whole-life customer experience, from someone choosing their Renault right through to delivery and aftersales experience.
In addition, to recognise the achievements of the dealer network, the e4 programme includes an annual Renault Global Quality Award which honours the contribution of the best performing dealers and their staff.
