The site, called the Feedback Scheme, was founded by Jamie Snape, who said: ‘Until now, every dealership group has been forced to set up its own feedback website. Many independent dealers simply don’t have one.
‘If the customer does decide to visit a feedback site they tend to be greeted by long questionnaires which often just go to a head-office administrator, and that’s not really what the consumer wants.
‘If unhappy with service or aftercare, especially with a big-ticket purchase such as a car, a customer wants to be able to quickly and easily communicate this to the local manager within the dealership, and have them action change on the ground.
‘Now with the Feedback Scheme it’s possible, via one familiar website, www.feedbackscheme.com, to communicate complaints to car dealerships and other types of businesses right across the UK.
‘And for management it allows them for the first time to compare how complaints are handled across all of their locations.’
Using the Feedback Scheme is completely free for the customer. They simply enter the name of the dealership and its location. There are no long questionnaires, the customer simply gives their feedback in their words, before sending it direct to a local dealership manager. A customer can then monitor when their feedback has been read, and receive a response, all the while keeping their own email address confidential should they wish.
Snape added: ‘I fully expect Feedback Scheme membership will quickly become something people expect to see from any quality UK car dealership, as put simply it will demonstrate they actually care about what their customers think, and that they will want to quickly rectify any problems locally.’