UK Dealership Service: Who Reigns Supreme?

With car showrooms across the UK given the green light to reopen, many drivers will be looking to get their vehicles serviced or repaired. Following the Prime Minister's announcement that dealerships can welcome customers back from June 1st, a comprehensive survey by What Car? has revealed which brands boast the most highly-rated dealer networks. The findings, based on the experiences of 18,000 car owners, highlight significant disparities in customer satisfaction, with Japanese manufacturers consistently topping the charts for both franchised and independent service providers. This information is particularly valuable as dealerships prepare to implement stringent COVID-19 secure guidelines, including social distancing measures and potential spot checks, to ensure the safety of both staff and customers.

Franchised Dealerships: The Japanese Dominance

When it comes to franchised dealerships – those officially linked to a specific car manufacturer – the results are overwhelmingly in favour of Japanese brands. Owners were asked to rate their experiences based on the quality of work carried out, the perceived value for money, and the friendliness of the staff. Leading the pack with an impressive satisfaction score of 94.1% is Lexus. This marks a significant endorsement of their customer service and technical expertise.

The dominance of Japanese marques is further cemented by the fact that they occupy the first five positions in the top 10. Following Lexus, we see Subaru at 91.8%, Honda at 91.3%, Suzuki at 90.6%, and a tie for fifth place between Toyota and Volvo (both achieving 89.7%). This strong showing suggests a consistent commitment to customer satisfaction across these brands' official service centres.

In stark contrast, some of the UK's luxury brands found themselves at the lower end of the rankings. Owners frequently cited poor value for money as a key detractor. Brands such as Audi, Mercedes-Benz, and Land Rover all scored more than 10% lower than the leading Lexus dealerships. This outcome might prompt owners of premium vehicles to reconsider their servicing choices.

Franchised Dealer Satisfaction: Top 10 Breakdown

Here's a closer look at how the franchised dealerships fared:

Independent Garages: A Different Perspective

The What Car? survey also delved into the performance of independent garages, which can service cars up to 20 years old. This segment revealed its own set of leaders and laggards. Interestingly, while Mercedes-Benz franchised dealers ranked relatively low at 27th, their independent counterparts received much higher praise, placing sixth best in the country. This suggests that for some brands, independent specialists may offer a superior customer experience.

In the independent sector, Suzuki once again impressed, topping the table with a customer satisfaction score of 95.8%. This is closely followed by Lexus (95.0%) and Citroen (93.9%), demonstrating that excellent service isn't exclusively the domain of Japanese brands, although they certainly feature prominently.

The top 10 for independent garages also includes Honda, Jaguar, Mercedes-Benz, Hyundai, Volkswagen, Mazda, Audi, and Ford, indicating that a high standard of service can be found across a variety of manufacturers, provided you choose the right garage.

Independent Dealer Satisfaction: Top 10 Breakdown

Here's how the independent garages stacked up:

What This Means for Car Owners

Steve Huntingford, editor of What Car?, commented on the findings, stating, "With the lockdown starting to lift, many drivers will need to have their car serviced or checked by professional technicians." He emphasised that the research clearly indicates which brands are perceived by owners to offer the best satisfaction and value for money. "With the top-five places in our ratings occupied by Japanese brands, it's clear these companies really appreciate the difference good customer service can make," he added.

Huntingford also pointed out a crucial insight: "On this evidence, owning a car from a premium brand is no guarantee of top-level service, with the bottom three places in our chart occupied by premium franchises." This is a significant takeaway for consumers who may associate higher price tags with superior aftercare. His advice to owners is direct: "If your brand's official service department is at the bottom of the chart, you might be happier switching to an independent service agent, but it's not guaranteed – so motorists need to do their research and be prepared to vote with their feet and take their custom elsewhere if they're unhappy with the service they receive."

Navigating Reopening: Safety First

The reopening of car showrooms on June 1st comes with a new set of operational requirements. Dealerships must adhere to government guidelines to be considered 'COVID-19 secure'. This includes implementing robust social distancing measures, potentially redesigning workspaces, introducing staggered start times for staff, and establishing one-way systems within the premises. The National Franchised Dealers Association and the Society of Motor Manufacturers and Traders have also outlined specific protocols for showrooms. To ensure compliance, dealerships will face government inspections and may be subject to random spot checks. Importantly, unassisted test drives will also be permitted, offering customers a more independent way to experience new vehicles.

Frequently Asked Questions

Q1: Which car brand has the best-rated franchised dealerships in the UK?
Lexus dealerships received the highest satisfaction score (94.1%) from owners in the What Car? survey.

Q2: Are Japanese car brands good for service?
Yes, the survey indicates a strong performance from Japanese brands, with Lexus, Subaru, Honda, Suzuki, and Toyota all ranking in the top five for franchised dealerships. Suzuki also topped the independent dealer rankings.

Q3: Which luxury brands performed poorly in dealership service ratings?
Audi, Mercedes-Benz, and Land Rover were ranked among the lowest for franchised dealership service, with owners often citing poor value for money.

Q4: Can independent garages offer better service than main dealers?
In some cases, yes. For example, independent Mercedes-Benz garages were rated much higher (sixth best) than their franchised counterparts (27th). The survey suggests it's worth researching independent options.

Q5: What safety measures will dealerships have in place when they reopen?
Dealerships will implement social distancing, potentially redesign workspaces, use staggered start times, and have one-way systems. They will be inspected to ensure they meet COVID-19 secure guidelines.

In conclusion, while Japanese brands, particularly Lexus and Suzuki, are setting a high standard for customer satisfaction in both franchised and independent servicing, the data suggests that owners should not solely rely on a brand's premium status. Thorough research and a willingness to explore independent specialists can lead to a more positive and value-driven service experience.