Your feedback matters to us | March ’21 customer survey

So much has changed since the start of the Coronavirus pandemic way back in March 2020, and we’ve had to make so many changes to our businesses to make sure they’re safe for both our customers and our colleagues.

But, as much as like to think we do, we definitely do not know everything! The changes we’ve implemented have been done in good faith, but they’re only our ‘best guess’ for what our customers want and need.

We asked our customers and Keep Motoring readers for their feedback on those changes back in February 2021, and we’re delighted to have had more than a thousand responses to our latest survey.

But what are we taking away from that survey? Read on to find out more…

Changes to our showrooms

More than 8 in 10 respondents agreed that our stickered floor routes are a great idea for navigating from the front door to the department you’re visiting, while nearly 98% agreed that hand sanitisation stations are a good idea too.

Those two extra pieces of ‘showroom furniture’ mean that you can minimise your time spent at one of our locations, and you can have clean hands while you’re there too. That keeps you safe, and our colleagues too, which is ideal.

Car sales as you’ve never seen before

We’ve adopted an appointment-only approach to showroom car sales, and while more than 80% of respondents agree it’s a good idea, other feedback from our customers and our colleagues tells us it’s still important that you’re able to drop in to visit a showroom when it’s convenient for you. So an appointment is best, but it’s also okay to pop in if you’re passing. We’ll be delighted to see you.

We also introduced Click & Collect and Home Delivery in 2020, and 84% and 90% of customers respectively agreed they’re great additions. Both of those offerings are here to stay, that’s for sure.

On top of that, two-thirds of people said they’re either quite likely or very likely to make use of our Reserve Online service, where you can secure a vehicle you’ve seen online with a small, fully refundable deposit. In fact, we’ve just passed 3000 online reservations, which is a testament to the success of Reserve Online.

Finally, despite now yet being physically open this year, we’re absolutely delighted to be rated 4.6 stars our of 5 on Google.

We’re still at your service

Just like in Sales, our Service colleagues are now available by appointment-only. Three-quarters of respondents agreed that was the right move, while nearly two-thirds also liked the idea of being able to pay over the phone before they arrive.

We also delighted to see that so many customers value the strict and thorough sanitisation process we go through with each vehicle that comes through one of our Service departments. You’re putting your trust in us to return your vehicle in a safe and clean state, and our yellow door seal stickers are also a great way to show that your car has been marked as safe.

Got some other feedback for us? Or maybe you’ve got a great idea for how we can better serve our customers? Drop us a message and we’ll get back to you!

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