Groupe Renault UK has announced the winners of its annual ‘Auto Express Driver Power – Dealer of Excellence’ award

• Unique industry initiative is in partnership with Auto Express magazine and Driver Power
• 17 Renault franchises awarded coveted ‘Dealer of Excellence’ status
• Award recognises dealerships that far exceed the manufacturer’s customer satisfaction measurements
• Programme contributes to Groupe Renault UK’s increased focus on customer satisfaction

Groupe Renault UK has announced the winners of its annual ‘Auto Express Driver Power – Dealer of Excellence’ award programme that is run in association with Auto Express magazine.

A total of 17 franchises have been awarded the highly coveted ‘Dealer of Excellence’ accolade that recognises the best of the best in the Groupe Renault UK dealer network. 

The successful dealerships were presented with their awards by Paul Flanagan, Managing Director, Groupe Renault UK, at the manufacturer’s national dealer conference held yesterday in Central London.

The winning dealerships were initially nominated for the award after significantly exceeding the high standard set by Groupe Renault UK in its own in-house customer satisfaction measurements. Each nominated dealership was shown to be performing within the top-tier of dealers across eight Key Performance Indicators (KPIs) that rate sales and aftersales procedures and service.

Driver Power then sought to independently verify each nominated dealership’s highly-rated levels of care and service by contacting its customers and conducting an in-depth customer satisfaction survey.

The ‘Auto Express Driver Power – Dealer of Excellence’ programme was established in 2015 and is backed by the expertise of more than 15 years of conducting the annual Driver Power survey, the UK’s largest and most comprehensive independent automotive satisfaction study. It forms part of the manufacturer’s drive to position the Renault brand as a leader in terms of customer experience. Following the creation of the initiative was the announcement of Groupe Renault UK’s new Total Customer Experience (TCE) organisation, which integrates Customer Engagement, Customer Support, Product Support and Warranty. The increased emphasis on customer satisfaction also included the creation of a brand new Customer Journey team, which ensures that Renault and Dacia drivers enjoy the very best care throughout their ownership experience.

Congratulating the winning dealerships, Mark Crockett, Total Customer Experience Director, Groupe Renault UK, said: “The winning dealers can feel very proud of their teams’ achievements. Our commitment to improving quality and standards across the board has never been higher, and we established this unique partnership and initiative with Auto Express and Driver Power to offer customers a transparent, independent verification of the customer experience our dealer partners are delivering. Customers of the 17 winning dealers can rest assured that they will receive the very best service and their motoring requirements are in the safest of hands.”

Brian Walters, Director of Research and Insight at Driver Power, said: “For consumers seeking a trustworthy and satisfying sales and service experience, the Dealer of Excellence accreditation is a powerful, independent seal of approval. But consumers aren’t the only ones who benefit from the programme; accredited dealerships benefit from increased customer loyalty and word-of-mouth recommendations.”

In 2016, Groupe Renault achieved its best ever performance in the Auto Express Driver Power survey for Dealer Aftersales Service Satisfaction, with Renault topping the survey for the first time and Dacia following in second. Across the whole Renault range, customers were on average 94.4 per cent satisfied with their overall aftersales experience at a Renault dealership in the latest survey.

The significant success in customer satisfaction at dealer level follows Renault vehicles posting their best ever results in the Auto Express Driver Power survey, which is determined purely by the feedback of owners and is the UK’s largest automotive customer satisfaction studies. Out of 183 models from 32 brands, the Renault ZOE and Renault Kadjar finished in second and third overall respectively. The all-electric ZOE, Kadjar crossover and previous generation Scénic/Grand Scénic also won the Supermini, Off-road/SUV and MPV categories respectively, while the Clio took third place in the Supermini sector.

Dacia also scored strongly in the annual survey, the manufacturer being voted the fourth best manufacturer overall and the Logan MCV – the UK’s most affordable new estate car – winning the Family Car category.

The exemplary customer service showing also comes at a time when Groupe Renault UK dealerships are exceptionally busy. In 2016 the All-New Renault Mégane and All-New Scénic were launched across the network and Renault UK recorded a five-year high in sales with 85,102 Renault cars being sold and Dacia achieving its best year since launching in the UK with 26,499 sales last year.

The 17 winning dealerships are:

• Bristol Street Motors Gloucester
• Bristol Street Motors Nottingham
• Bristo’s Limited Ipswich
• Harwoods Ryde
• Holden Norwich
• Lifestyle Eastbourne
• Mackie Motors Brechin
• Martins Basingstoke
• Mitchells Garage Lowestoft
• Motorline Ashford
• Renault Bolton
• Renault Cardiff
• Renault Manchester
• Renault Romford
• Renault Wirral
• S.M.C Weybridge
• Smiths of Peterborough

Dacia's Parent, Renault, took the #1 spot in the After sales service Survey, Dacia takes #2, well deserved too.

• Dacia voted number two in 2016 Auto Express Driver Power Dealer Aftersales Satisfaction survey
• Eleven place rise from 13^th in 2015 for Dacia in UK’s leading dealer satisfaction survey
• Dacia ranked ahead of many more established and premium brands
• Impressive survey results from Groupe Renault UK – Renault rated number one

Dacia has been voted number two in the 2016 Auto Express Driver Power Dealer Aftersales Satisfaction survey, proving that you can have incredible value-for-money and an outstanding ownership experience – ahead even of many luxury and premium brands.

The ‘shockingly affordable’ brand recorded a score of 93.7 per cent overall satisfaction from customers and rises up eleven places from its 13^th ranking in 2015.

The brand, known for its value-for-money range, made its debut in the leading dealer survey in 2014 and since then has improved each year. The results in the 2016 Auto Express Driver Power Dealer After Sales Satisfaction survey complement Dacia’s ranking in the publication’s earlier vehicle ownership survey, where it finished in fourth overall, out of 31 marques, with the Logan MCV estate topping the Family Car category.  

Brian Walters, Director, Research and Insights at Driver Powersaid: "Dacia, like its sister brand Renault, improved in all six of the dealer-related attributes, most dramatically in keeping its customers informed on progress and cost of work and the technical knowledge of its workshop employees. Dacia continues to offer the highest rated franchised dealer aftersales experience when it comes to value for money."

Mark Crockett, Director of Total Customer Experience, Groupe Renault UK, commented: “Dacia’s vast improvement over last year shows how the brand has really struck a chord with customers by sticking to its core values of no-nonsense motoring, affordability and value for money. It’s gratifying to see that owners are not only happy with their vehicle but also with the service at Dacia dealerships, too.

“Dacia’s unrivalled value for money in the UK complements its top quality customer service throughout the car’s lifespan which will continue as the brand grows.”

The result is partly attributed to the redefinition of the Groupe Renault UK Services and Quality division in early 2016 to two new departments: Total Customer Experience (TCE) and After Sales. TCE supports a further emphasis on customer experience and performance and demonstrates the brand’s collective commitment to positively driving customer experience throughout the business and its dealer network. The TCE team is now also complemented by a new Customer Journey team in order to deliver the best possible Renault experience to customers, whilst After Sales now has a renewed focus on the commercial operations of parts, accessories, options and services functions.

The Dacia brand is no stranger to winning awards with Auto Express Driver Power placing Dacia in its top five best manufacturers for three consecutive years – out of 32 brands featured in the 2016 survey, with customers in particular praising the brand’s reliability. Most recently, Dacia was ranked fourth out of 34 brands for customer satisfaction with a 90 per cent satisfaction score in the 2016 Which? Car survey. Since launching in the UK in just over three years ago, Dacia has won numerous awards, including What Car?’s ‘Best Small Car under £12,000’ for four consecutive years for the Sandero.

The Dacia range comprises of the Sandero five-door hatchback, available in three trim levels with a choice of two petrol engines and one diesel engine. Pricing starts from £5,995, making it the most affordable new car on sale in the UK today. The Sandero Stepway is the UK’s most affordable crossover – priced from £8,495.  It combines hatchback practicality with SUV looks and is available in two trim levels with a choice of a petrol or diesel engine. The versatile Dacia Logan MCV is available in three trim levels and comes with a choice of three engines, including a diesel option that returns up to 80.7mpg (NEDC combined cycle). The Logan MCV is priced from £6,995 OTR.  The multiple award-winning Duster is the most affordable SUV on the UK market today – priced from £9,495. Duster is available in a choice of three trim levels, with 1.6-litre petrol or 1.5-litre dCi diesel engines and in 4x2 or 4x4 set-ups.

In the ten years since relaunching in Europe, Dacia has sold more than four million vehicles in Europe. Over 78,000 Dacia models have been sold in the UK since its launch in January 2013.

Renault takes the top spot in the Auto Express Driver Power Dealer Aftersales Service Survey 2016.

• Renault rated number one in industry for dealer aftersales service
• Owners were 94.4 per cent on average satisfied with their aftersales experience
• Renault climbs from 12th place in 2015
• Impressive results for Groupe Renault with Dacia finishing in second place overall

Renault has achieved its best ever performance in the Auto Express Driver Power survey for Dealer Aftersales Service Satisfaction, topping the survey for the first time. Across the whole Renault range, customers were on average 94.4 per cent satisfied with their overall aftersales experience at a Renault dealership in the 2016 survey.

The impressive result sees the French car manufacturer rise through the rankings from 12^th, out of 31 brands, in the survey in 2015.

The announcement comes after Renault received its best ever ranking in the Auto Express Driver Power vehicle ownership survey, with the ZOE electric supermini and Renault Kadjar crossover awarded second and third overall respectively out of 183 vehicles surveyed.

Mark Crockett, Director of Total Customer Experience, Groupe Renault UK & Ireland, said: “This outstanding result demonstrates the progression of our vehicles and reaffirms our commitment to customer service throughout the entire lifespan of our cars. We are delighted to have topped the list, especially as this comes directly from our own customers. This ranking comes at a time when we are also selling a record number of vehicles in the UK. We strive to provide customers with the very-best ownership experience, and 94.4 per cent of customers stating they have been satisfied with our After Sales service is proof of that.”

Brian Walters, Director of Research and Insights at Driver Power, said: "Renault improved in all six of the Driver Power aftersales attributes, most notably in keeping its customers informed on progress and cost of work, and the technical knowledge of its workshop employees. Renault now leads the industry with respect to the helpfulness and attitude of its dealership personnel. In fact, Renault is among the top three brands in all six of the Driver Power dealer attributes."

The result is partly attributed to the redefinition of the Groupe Renault UK Services and Quality division in early 2016 to two new departments: Total Customer Experience (TCE) and After Sales.  TCE supports a further emphasis on customer experience and performance and demonstrates the brand’s collective commitment to positively driving customer experience throughout the business and its dealer network. The TCE team is now also complemented by a new Customer Journey team in order to deliver the best possible Renault experience to customers, whilst After Sales now has a renewed focus on the commercial operations of parts, accessories, options and services functions.

Over the last few years the Groupe Renault UK dealer network has been investing in a new physical showroom experience for its customers with 132 new ‘Renault Store’ showroom concepts already opened across the country adding a completely new dimension to customers’ buying experiences. The concept includes a striking new exterior look to the dealerships, featuring new corporate colours and signage, a dedicated brand bar and specific model zones. Combined with the youngest model line-up of any generalist car manufacturer in the UK and the new TCE and After Sales divisions, this means that a customer will have a completely different Renault experience when they walk into a showroom than they would have done just four years ago.

The result is further proof that Groupe Renault UK is on track to complete its GO5+ 5-year mid-term plan –two objectives of which are to secure a top 10 ranking in the Auto Express Driver Power Customer Ownership Survey and also a top 10 Global Opinion rank for the Renault brand by 2017.

DRIVER POWER - Renault tops the car list as best brand, with the AA, best Breakdown and NFU Mutual best insurer.

• Driver Power reveals Britons more satisfied than ever with dealer experience NFU Mutual named Britain’s best car insurer
• AA tops best breakdown cover leaderboard

For the first time ever, Renault has topped the Driver Power dealer chart on the back of a fantastic set of scores. The UK’s biggest car satisfaction survey polled more than 38,000 Brits about their dealer experience, with Renault climbing 12 spots from last year, no doubt helped by a line­up of fresh new cars keeping customers happy.

Driver Power is the largest car satisfaction survey undertaken in the UK giving the very best knowledge and insight into the market place. Dealers were polled in seven separate categories, including how helpful staff were, how clean the showroom appeared and the standard of work. In total more than 38,000 people took part in the survey evaluating 31 makes.

With all Renault showrooms also selling Dacias, it’s unsurprising to see Dacia finish second, but it’s Renault that tips the scales with top rankings for helpfulness and attitude, plus the overall dealer experience. Its franchises are considered good value for money, too.

Paul Flanagan, Renault UK’s managing director, said: “These outstanding results for Renault and Dacia in the 2016 Auto Express Driver Power survey demonstrate the quality and reliability of our vehicles, the efforts that the Renault and Dacia dealer network has put into delivering exceptional customer service and reaffirm our commitment to customer experience throughout the entire ownership cycle of all of our cars.

“We are delighted that our own customers have rated Renault best of all manufacturers and Dacia in second place overall – with the focus of our new Total Customer Experience team, we will aim to innovate and improve our levels of customer satisfaction even further in the years ahead.”

Brian Walters, Director of Research and Insight at Driver Power, added: "Renault improved in all six of the Driver Power after sales scoring attributes, most notably in keeping its customers informed on progress and cost of work, and the technical knowledge of its workshop employees. Renault now leads the industry with respect to the helpfulness and attitude of its dealership personnel. In fact, Renault is among the top three brands in all six of the Driver Power dealer attributes."

This year’s Driver Power has also seen a significant increase in the overall customer satisfaction across 24 out of the 31 brands evaluated, with Brits happier than ever with the service they receive from their dealership. The top score for dealers peaked at 94.42% with an average satisfaction of 89.17% ­ up 1.5% year­on­year.​​

Suzuki saw the biggest jump on the leaderboard this year climbing 24 places to 7th, ranking 3​rd behind Dacia and Renault in value for money. Former multiple winner Lexus finished 3​rd overall but still holds onto its crown as number one for standard of workmanship and technical knowledge.

Driver Power has named NFU Mutual as Britain’s best car insurer climbing two places from last year with a 95.94% overall satisfaction score, while 100% of customers said they would renew their policy. Swinton insurance has made an incredible 19 place jump since 2014 coming in second in this year’s poll. The insurer survey rated 25 companies based upon seven attributes including value for money, salesperson's product knowledge and how well they did at keeping you informed during a claim.

AA has claimed top space for best breakdown cover with an 88.80% overall customer satisfaction narrowly surpassing last year’s 2015 winner Gem Motoring Assist. Driver Power best breakdown ranks six criteria including the ability to fix faults, speed of recovery and helpfulness and friendliness.

Dacia voted fourth most reliable brand in 2016 Which? Car Survey, You dont need an expensive brand to be good.

• Dacia voted fourth most reliable brand in 2016 Which? Car Survey
• Owners award Dacia a top 90% satisfaction score – above many premium and luxury brands
• 34 manufacturers rated in the UK’s largest ownership satisfaction survey
• Latest ownership accolade for the no-nonsense car manufacturer
• Over 4 million Dacias have been sold since 2004

Dacia has been voted the fourth most reliable car brand out of the 34 manufacturers in the 2016 Which? Car Survey – the largest of its type in the UK – outperforming many well-established and premium brands.

Dacia received a 90% satisfaction score from customers completing the 2016 car brand reliability survey – placing the no-nonsense car company above many premium and luxury brands.

The Dacia Duster – the best value SUV on the UK market – was voted third Best Compact SUV by Which? readers for ownership satisfaction.  The Dacia Sandero, the UK’s most affordable new car, received a Which? four-star reliability rating from owners with the Dacia Logan MCV – offering the more space for owners’ money than any other car in the UK – also received a Which? four-star reliability rating.

Nic Shaw, Cars Editor, Which?, said: “Our survey, the biggest of its kind in the UK, reveals that spending more on a car is no guarantee of reliability, and sometimes quite the opposite. The ultra-affordable Dacia Sandero shows that a reliable runaround need not break the bank and Dacia finishing fourth overall in our manufacturer reliability league table is a strong achievement for a relatively new car brand.”

Louise O’Sullivan, Head of Dacia UK, commented: “We’re delighted that the Which? Car Survey 2016 is another endorsement from Dacia owners of how satisfied they are with their cars.  Dacia is continuing to go from strength to strength in the UK with the range matching value for money with quality, reliability and owner satisfaction matching far more established vehicle manufacturers.”

The annual Which? Car Survey in 2016, measuring reliability and customer satisfaction, is based on feedback from more than 59,000 UK car owners based on their experience in the last 12 months and is the largest such survey in the UK. As well as breakdowns, it considers repair costs, the time a car is off the road for repair and the most common fault types for each model.

Dacia has won numerous awards in the UK since launching just over three years ago including What Car?’s ‘Best Small Car under £12,000’ for four consecutive years for the Sandero. One of the UK’s largest automotive owner satisfaction studies, Auto Express Driver Power, has placed Dacia in its top five best manufacturers for three consecutive years – out of 32 brands featured in the 2016 survey, with customers in particular praising the brand’s reliability.

The Dacia range comprises is of the Sandero is a five-door hatchback, available in three trim levels with a choice of two petrol engines and one diesel engine. Pricing starts from £5,995, making it the most affordable new car on sale in the UK today.  The versatile Dacia Logan MCV is available in three trim levels and comes with a choice of three engines, including a diesel option that returns up to 80.7mpg (NEDC combined cycle). The Logan MCV is priced from £6,995 OTR.  The multiple award-winning Duster has been a part of the Dacia range since the brand’s launch in the UK in 2013 and is the most affordable SUV on the UK market today – priced from £9,495. Duster is available in a choice of three trim levels, with 1.6-litre petrol or 1.5-litre dCi diesel engines and in 4x2 or 4x4 set-ups.

Over four million Dacias have been sold since Groupe Renault reintroduced the brand in Europe in 2004.  Dacia was launched in the UK in 2013 and over 78,000 of its ‘shockingly affordable’ vehicles have found UK homes to date. 

Six awards for ŠKODA models in 2016 Auto Express Driver Power Customer Satisfaction Awards.

• Six awards for ŠKODA models in 2016 Driver Power Awards
• ŠKODA is third best car brand to own in UK according to survey
• Octavia wins family car class and finishes 3^rd out of 183 for practicality

ŠKODA’s models continue to drive home their reliability, quality, cost, practicality and comfort credentials in the annual Auto Express Driver Power survey.

The 2016 questionnaire received more than 49,000 responses, covering 32 manufacturers and 183 models, with ŠKODA models featuring heavily in the top 25 overall positions. 

Along with a number of wins and podium places in various classes and categories, the brand was voted third best in the UK to own, improving on last year’s result with an overall score of 90.45%.

Central to the manufacturer’s success was its best-selling Octavia model which triumphed in the Compact Family Car class. The 1^st place category result, which was also the 7^th most highly-rated car overall, saw the family model, with prices starting from £16,515, record a score of 92.52%.

Owners were particularly impressed with the model’s practicality, cementing 3^rd place in this specific category, confirming its usefulness as a tool for transporting families safely, in comfort and with space to spare. They also recommended its in-car tech (9^th overall) and praised its low running costs, reliability and performance.

Praise for ŠKODA continued in the Supermini class with two models featuring in the top 5 positions; the Citigo placing second and the Fabia posting a 4^th place finish. With a 91.94% rating the smallest car in the ŠKODA range finished 11^th in the whole survey, and the slightly larger Fabia returned a score of 91.29% for a 22^nd place result.

Another silver medal was awarded to the previous generation ŠKODA Superb, which beat 163 other vehicles to finish 2^nd in the Family Car category with a score of 91.46%. And the venerable Yeti continued the brand’s trend for high scores, thanks to its 91.58% rating in the toughly contested Offroad/SUV category and 16^th overall placement.  

The ŠKODA range starts at £8,275 for the Citigo supermini.

Dacia has been voted the fourth best brand in the Auto Express Driver Power 2016 Awards.

• Dacia voted fourth out of 32 brands in Auto Express Driver Power 2016 Awards
• Improves on fifth place in last year’s leading ownership survey
• Dacia in the top five manufacturers for the third consecutive year
• Dacia Logan MCV voted Best Family Car by Driver Power judges

Dacia has been voted the fourth best brand in the Auto Express Driver Power 2016 Awards, improving on its impressive fifth place finish in last year’s survey and eclipsing many luxury and premium brands.

The ‘shockingly affordable’ brand recorded a score of 90.43 per cent overall after the feedback of satisfied owners saw Dacia triumph against many of the other 31 ranked brands.

Since Dacia’s debut in the leading ownership survey in 2014, the brand has featured in the top five best manufacturers. The fourth overall finish follows the manufacturer winning its first ever category in the annual Auto Express Driver Power Awards, with the capacious and versatile Logan MCV estate topping the overall category for Best Family Car in this year’s survey.

Brian Walters, Director, Research and Insights at Driver Power said: "Dacia owners praised their vehicles for reliability, the single most important factor in vehicle satisfaction according to Driver Power respondents.”

Walters continued: “Vehicle reliability is critical for any brand, but it is especially so for a relatively new brand establishing a foothold in the UK market, such as Dacia. Dacia’s performance in the 2016 Driver Power should be an invitation to new-vehicle buyers in the UK to add Dacia to their shopping list."

Commenting on Dacia’s placing in the top five best manufacturers for the third consecutive year, Louise O’Sullivan, Head of Dacia, said: “Not only sustaining, but improving on our position shows that Dacia continues to go from strength to strength and is able to complement the unrivalled affordability of its vehicles with levels of quality and owner satisfaction that are amongst the very best that drivers can experience.”

In the ten years since relaunching in Europe, Dacia has sold more than 3,500,000 vehicles in Europe and the Mediterranean basin. In the UK in 2015, Dacia sold 26,228 vehicles, an increase of 10 per cent compared to 2014. Over 74,000 Dacia models have been sold in the UK since its launch in January 2013.

The Subaru Forester has been awarded Bronze in the Off Road / SUV category in the influential 2016 Driver Power survey.

• Subaru Forester wins Bronze in ‘Off-Road / SUV’ category in influential 2016 Driver Power survey
• Drivers name Forester the eighth best model to own among all cars in study
• Car acclaimed for reliability, practicality, build quality, ease of driving
• Survey results published today in Auto Express

The Subaru Forester has been awarded Bronze in the Off Road / SUV category in the influential 2016 Driver Power survey, published today in Auto Express. The Forester was also rated as the eighth best vehicle to own among all cars in the study.

Brian Walters, Director, Research and Insights at Driver Power commented: “In 2016, the Subaru Forester Mk4 performed brilliantly, improving in six of the 10 Driver Power judging categories. Owners of the Forester rate it highly for its reliability, practicality, ease of driving, and build quality.”

The Driver Power study is voted for exclusively by car owners in the UK, with 49,702 respondents taking part. All cars are rated across 10 judging categories, with drivers rating 183 models across 32 vehicle manufacturers.

The Forester is the Japanese manufacturer’s best-selling model in the UK, thanks to its versatile character, supreme capability on- and off-road, build quality, and comfort. Every Forester is equipped with Subaru’s famed Symmetrical All-Wheel Drive system and a range of highly efficient ‘Boxer’ four-cylinder engines, and is sold in the UK with a five-year, 100,000-mile warranty as standard.

For 2016, the Forester has received a range of updates, including an upgraded interior, revised exterior styling, improved refinement, ride and handling, and new technologies to improve comfort and convenience.

The upgraded 2016 Subaru Forester is now on sale from Subaru’s nationwide dealer network, priced from £25,495 (on-the-road). Every model is fitted with Subaru’s permanent Symmetrical All-Wheel-Drive system, affording surefootedness in all conditions; and the latest-generation four-cylinder ‘Boxer’ engines, contributing to the car’s low centre of gravity, beneficial to balance, road holding and handling.