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July 22nd, 2015

Renault UK celebrates Dealer of Excellence accolades


By Jamie White – Head of Communications


Renault is celebrating after 20 of its UK franchises were recognised as ‘Dealers of Excellence’ in the brand’s second annual customer care evaluation, conducted by J.D. Power.

Renault UK celebrates Dealer of Excellence accolades - Douglas Stafford Mystery Shopping


The top performing dealerships were announced by Renault UK Managing Director, Ken Ramirez, who presented their Dealer of Excellence awards at a presentation ceremony in Millbrook, Bedfordshire.


The result is an improvement against last year, when seven Dealers of Excellence were announced, demonstrating that Renault’s network of UK dealers is not only expanding, but also improving in quality.


Focusing on the experience of new car servicing customers and unique in the European automotive industry, the independent J.D. Power review saw dealer performance measured in two ways – first a comprehensive customer satisfaction survey and then an extensive on-site audit for the top performing dealerships.


They are: Mackie Motors, Brechin; Bells, Crossgar; Arnold Clark in St Helens, Wigan, Elgin and Dumbarton; Lookers, Colchester; Renault Cardiff, Romford, Slough, Croydon, Bolton and Wirral; Sutton Park, Burton on Trent; Smiths, Peterborough; Bristo’s, Ipswich; Motorline, Ashford; Lifestyle, Tunbridge Wells; and SMC Aldershot and Weybridge.

Renault UK dealer of excellence2


Renault UK’s Head of Network Quality and Training, Steve Whitcombe, said: “The programme has really helped to focus the minds of our network on the importance of customer care and the customer experience and to drive real improvement.


“It’s great to see 20 dealers achieve the very highest standards but it’s also pleasing to see the results show that so many other dealers right across the network have really upped their game.


“We will, of course, continue striving for even better results and to deliver an ever more consistent and impressive all-round experience for our customers as we move forward.”


Mystery Shopping and Performance Improvement company, Douglas Stafford, has been working with Renault UK for more than 10 years, providing the manufacturer with tailored and bespoke nationwide mystery shopping and customer experience programmes to include Telephone Mystery ShoppingEmail Mystery Shopping and Video Mystery Shopping.