The 2018 Driver Power has revealed which are Britain’s best car dealers in the eyes of owners. Auto Express quizzed drivers on whether there was enough parking on site, the cleanliness of the waiting areas, the politeness of the staff, and if the work was completed on time. Other factors included the availability of courtesy cars, value for money and the quality of the work. Read on to discover the best – and worst – car dealers in the UK.
Dealer satisfaction score: 86.42 percent
With a dealer satisfaction score of 86.42 percent, Mitsubishi is a new entry in this year’s dealer survey. Owners are critical over a lack of courtesy cars, the standard of work and value for money, but are full of praise for the quick turnaround of any work completed.
Dealer satisfaction score: 86.48 percent
Volvo moves up seven places in this year’s dealer survey, pushing the Swedish brand ahead of its German rivals. Volvo scores highly for the availability of a courtesy car and dealer facilities, but the firm is let down by staff communication and courtesy. Mind your Ps and Qs, Volvo dealers.
Dealer satisfaction score: 86.75 percent
These are changing times for Skoda, with the brand moving further upmarket and investing heavily in a range of SUVs and crossovers. Are Skoda dealers taking their eyes off the ball? An eighth place finish on a list of 29 brands is no disgrace, but Skoda drops from fifth place in 2017. Speed and value for money are seen as weak points.
Dealer satisfaction score: 86.86 percent
Kia is ranked second for value for money, scoring well for fixed-price servicing and warranty work covered for seven years. Customers are less enamoured with the facilities on offer and the availability of a courtesy car.
6: Alfa Romeo
Dealer satisfaction score: 86.97 percent
A new entry in this year’s survey, Alfa Romeo is also the top performing European firm. The standard of work is Alfa Romeo’s strongest area, while the dealer staff are also praised. The Italian brand just needs to work on its dealer facilities, speed of work and value for money.
Dealer satisfaction score: 87.53 percent
Jeep drops two places to fifth place, but Fiat Chrysler Automobiles (FCA) will be happy with two spots in the top 10. The SUV brand scores well across the board, with the standard of facilities the only real bugbear for owners. That said, Auto Express points out that scores have fallen slightly in other areas.
Dealer satisfaction score: 88.75 percent
Suzuki continues to punch above its weight, with a fourth place finish for the second consecutive year. Suzuki owners are particularly pleased with the standard of work and value for money, with the availability of courtesy cars the only real complaint. Sort this issue and Suzuki could be in the hunt for top spot in 2019.
Dealer satisfaction score: 88.83 percent
It’s a similar story for Toyota, with the availability of courtesy cars the only fly in the ointment. On the plus side, Toyota is up four places from 2017, with its dealer facilities rated second only to Lexus. The standard and speed of work completed are other areas of note.
Dealer satisfaction score: 89.43 percent
Honda finishes runner-up for the second consecutive year, making it the leading mainstream manufacturer in the Auto Express Driver Power survey. The Japanese company scores well across the board, with staff politeness and courtesy cars the only areas of complaint.
Dealer satisfaction score: 90.23 percent
Completing an all-Japanese top four – and finishing top for the second year in a row – Lexus dealers continue to impress. Amazingly, Lexus didn’t finish lower than fourth in any of the seven categories, with value for money seen as the firm’s weakest area.
Armed with the knowledge of the best dealers, you know where to go to get good service. But what about the dealers to avoid? Fortunately, the Driver Power survey has the answers. Read on to discover the bottom five.
Dealer satisfaction score: 84.20 percent
Mazda finishes 24th in the survey, with customers criticising a lack of communication from its dealers, along with the standard of work carried out. Other complaints include a slower-than-average work rate, poor value for money and – that common issue – a lack of courtesy cars. Still, at least the Mazda dealers are polite and courteous.
Dealer satisfaction score: 83.85 percent
One owner told Auto Express: “My courtesy car was cancelled an hour before my appointment, so I had to reschedule because of this.” Oh dear. Nissan’s scores are low across the board, but owners are at least happy with the availability of courtesy cars.
Dealer satisfaction score: 83.5 percent
Dacia finishes third from bottom overall, but is ranked the worst for the availability of courtesy cars. Dealer facilities also disappoint, as does the standard of work carried out. Worryingly, for a budget-led brand, Dacia finishes 25th out of 29 for value for money.
Dealer satisfaction score: 83.49 percent
From first position in 2016, Renault drops a further 16 places in 2018 to finish second from bottom. Owners are critical of the dirty facilities, a lack of parking and disappointing waiting areas. Value for money isn’t a problem, but Renault dealers need to improve their communication skills and the standard of workmanship.
28: Land Rover
Dealer satisfaction score: 82.85 percent
Let’s hope Land Rover has strong shoulders, because it’s propping up the entire table. Record sales has resulted in dealers struggling to keep up with demand, leading to four last-place category rankings. The only crumb of comfort: the dealers seem to have the availability of courtesy cars sussed out. For more in-depth analysis, visit the Auto Express website.