SEVEN top-performing Renault dealers have shown they provide outstanding levels of customer care after being named ‘Dealers of Excellence’ by global market research experts JD Power for servicing Renault vehicles.
Seward Renault Portsmouth; Smiths of Peterborough; and Renault Wirral, Slough, Orpington, Romford and Enfield were all presented with the coveted award by Renault UK managing director Ken Ramirez and Dr Axel Sprenger, JD Power European head of operations, at the French brand’s dealer event in Nuneaton.
Ken Ramirez, Renault UK managing director, said: ‘The seven dealers receiving the Dealer of Excellence Award really have gone the extra mile and fully deserve this recognition and accolade for delivering what customers rightly demand most – outstanding service experience.’
The honour was bestowed after each of the seven dealerships successfully completed the certification process for its Renault service operations through a two-part evaluation process, consisting of a customer satisfaction survey and an extensive on-site audit.
Renault had commissioned JD Power in January to measure the performance of its dealers as part of its bid to climb into the top 10 vehicle manufacturer list of independent UK quality surveys by 2017.
The launch of the JD Power Dealer of Excellence Award Programme, the first of its kind in Europe, is to give high-performing dealers enhanced status compared to competitors, and demonstrate a commitment to customer servicing satisfaction irrespective of their brand.
Renault UK’s head of network quality and training, Steve Whitcombe, said: ‘For 2014, our strategy brings customer feedback even further into the heart of our business. We are committed to providing the right framework of development and support to ensure all our teams have the skill, knowledge and aptitude to deliver an excellent customer experience.
JD Power has been capturing and analysing the voice of the customer across more than a dozen industries globally for more than 45 years.
In our picture are:
Front row, from left: Michael Crispe (service manager, Renault Enfield); Axel Sprenger (head of European operations, JD Power), Chris Deefholts (general manager Renault Slough, Orpington and Romford).
Second row: Gareth Blackmore (service manager, Renault Wirral); Ken Ramirez (managing director, Renault UK); Lee Marzorati (general manager, Renault Enfield)
Third row: Mark Crockett (director services & quality, Renault UK), Shaun Perry (managing director, Seward Renault), Mark Bristo (aftersales manager, Smiths of Peterborough), Paul Bradley (general manager, Renault Wirral), Daniel Jones (service manager, Renault Romford), Darren Hawkins (service manager, Renault Orpington), Daniel Fitzjohn (director, Smiths of Peterborough).