For the third time, the team at Sandwell Vauxhall are celebrating their remarkable triumph after attaining one of the most prestigious awards in the automotive retailing industry. The sales operation managed to attain an impressive score of 100 percent for delivering customer satisfaction during the sale of new Vauxhall vehicles whilst the Service department gained a very creditable 94 percent for its customer care.
This places Sandwell Garage amongst the top echelon of Vauxhall dealerships in the country when it comes to the provision of customer service.
Although standards are high across the network few Vauxhall retailers realise the dream of achieving the manufacturer's 'Customer Excellence Award'. To achieve this top motor industry prize staff at Vauxhall retailers must perform strongly in two exhaustive appraisals. There's a Purchase Satisfaction Survey made with information gathered from car buyers after the purchase of a new Vauxhall, the purpose of which is to discover a customers' experience when purchasing a new car.
Questions in this part of the survey include how well a dealership performs during the purchasing experience while the second question asks just how satisfied a customer has been with the way they were treated by sales team and the attitude of staff whilst at work. The next question on the survey covers the way that a car was delivered and handed over to its new owner at the dealership.
Lastly, customers taking part in Vauxhall's Customer Satisfaction survey are also asked whether their dealership had contacted them following the delivery of a vehicle to ensure that they are happy with their purchase and the service provided. Vauxhall also carries out Service Satisfaction Surveys with customers who have had their vehicles maintained or repaired through dealerships.
Vauxhall performs these appraisals to maintain high standards across its retail network. To qualify for the 'Vauxhall Customer Excellence Awards', retailers need to achieve a combined score of 91 percent or more. Only a relatively small number of dealerships can go through and qualify for this award.
Sandwell Vauxhall's extremely high ratings will result in the presentation of an engraved glass plaque which will be handed over to General Manager, Alan Holland and his team by a senior Director from Vauxhall. The trophy will then be proudly displayed within the dealership's showroom on Spon Lane, West Bromwich for all to see.
An elated Alan Holland says: “Our Vauxhall Customer Excellence Award has been gained as a direct result of the combined hard work and dedication of our great team. It's really been one big team effort with everyone involved. However, without the support of our loyal customers we couldn't continue to grow the business. Being a locally-based business with strong roots within the local area enables us to combat competition from larger groups based outside the region. We're in a position to offer a more personal level of customer care.
Nevertheless, to stay at the top takes a huge amount of effort, and so we won't be resting on our laurels. We'd like to thank our excellent staff for their dedication and hard work. A special thanks too, to our loyal customers who rated us so highly in Vauxhall's detailed customer satisfaction surveys."