3:50 pm, August 15, 2011
RENAULT has announced it’s extending its new warranty to every model and its plans to improve customer satisfaction.
From the beginning of next month, the French firm’s three year, 100,000 mile warranty will be extended to every model, and Renault dealerships will be involved in bold strides to improve customer satisfaction.
An internet-based dealer rating system will be introduced in September and will follow the form of a review site, communicating the individual satisfaction ratings of each of the approximate 4,500 Renault customers interviewed each month.
The satisfaction rating, together with the actual customer verbatim, will be available to view for both sales and service customers for each of Renault UK’s dealerships.
Another wide-reaching programme is the dealership improvement programme, which concentrates on enhancing the performance of the least performing 20 per cent of its UK dealers, with the objective of improving customer experience within the dealership.
With each dealership, Performance Managers with broad experience of the automotive business, go into the business to diagnose why it is not providing the levels of experience required by Renault customers.
Renault will also be aiming to improve the experience had by its customers with new dealership design and appearance.
‘Project Air’ will upgrade the interior and exterior of a dealership in line with the ‘Drive the Change’ brand identity. It covers every customer-facing aspect of the business, including new fixtures, fittings, floors and lighting to give a contemporary, airy and light feeling.
Currently a fifth of UK dealerships have benefited from the programme and customer feedback has been overwhelming positive, says the firm. The rest of the core Renault network will be completed by the end of 2014.
