Best car dealers 2017
Getting a good price is just the embark of possessing a car as even fresh models need to be serviced and taken in for repairs – and a superb dealership can make a massive difference to your overall ownership practice.
This year, we’ve ranked how different manufacturers’ dealer networks compare against one another based on your feedback. We quizzed readers on what they thought of the garages they use, from the convenience of the waiting areas to whether they think the services and repairs represented good value for money.
Franchised dealers were also rated on their parking facilities, whether staff were friendly and helpful and whether you were kept up to date on the progress and cost of repairs and servicing.
As our results demonstrate, to suggest the best practice, franchises couldn’t slip up in any of our seven judging categories. But before we list the best dealers in the business, we’ve dug a little deeper into our data to see what you’re telling us about the state of the automotive aftermarket in general. For comparison, we’ve also looked at how franchised dealers rated against independent workshops.
• Click here to take the Driver Power Survey
Thickest complaint you had with your dealer
On average, Ten.Four per cent of drivers told us they had an issue with their dealer. Our stats showcase most complained about faults not being diagnosed and motionless. The latest Association of British Insurers estimates showcase average vehicle repair costs have risen by thirty two per cent in the past three years, and now sit at £1,632. If a dealer isn’t able to get this right very first time, it’s understandable owners aren’t too glad to go back for more repairs which may end up costing extra.
This year communications played a key role, too. Over ten per cent of drivers told us their dealer couldn’t explain what the problem with their car was, while a further 9.7 per cent pointed out that costs were higher than expected.
Staff courtesy was another issue, plus it’s the little things that matter. Many drivers told us collecting a car that hadn’t been cleaned inwards or out was a sticking point; as our results display, the dealers that went the extra mile were rewarded with excellent satisfaction scores.
Reasons you chose your dealer
Convenience clearly plays a role when choosing your dealer. Over a quarter of drivers told us they go back to the garage that supplied their car, while another 17.Eighteen per cent said they chose the franchise that was within effortless access.
Curiously, just five per cent of drivers chose their dealership on price – which suggests that most motorists are more worried over the standard of work than where they will save the most money.
Again, little things – such as courtesy car availability or friendliness of staff – had almost thirty per cent of drivers returning to their dealer. This is vital information for makers; it’s all very well having competent technicians, hi-tech kit and comfy waiting areas, but if staff aren’t friendly or helpful, the dealer is unlikely to score well.
Another feature like pick-up and drop-off services was something many owners highlighted. This shows garages have to adapt to be limber to customers’ needs.
What type of dealer do you use for servicing?
Out of our seven ranking categories, independent dealers only outscore their franchised counterparts on value for money. This comes as little surprise when you consider that independent dealers often charge lower rates, but the question then arises, what do the higher charges at franchised dealers get you?
Well, our data shows that you’re far more likely to love the waiting areas in franchised dealers than independent garages. When it comes to dealership cleanliness and convenience, franchised outlets were said to be far better than their independent rivals. However, interestingly, independent garages were said to come with better access to parking.
Another bonus of franchised dealers is that many suggest courtesy cars. Our results suggest you’re more likely to have access to a loan vehicle when using your local main agent. However, when it comes to the quality and efficiency of servicing and repairs, the margins become smaller. Here franchised dealers scarcely scored above their independent rivals. So if you can do without comfy waiting areas and don’t need a courtesy car, independent dealers shouldn’t be overlooked.
The same goes for communication and staff friendliness, where only a few percentage points separated the two. Franchised dealers were said to keep you better informed of the costs and progress of work. They were also said to be able to better reaction questions about work being done, while independents just lost out on the clarity of their paperwork, too.
What type of service was performed?
The tremendous majority of drivers took their cars in for ordinary maintenance this year, but almost ten per cent of you visited a dealer looking for repairs either following an accident or a breakdown.
When determining which garage you went to, almost nine out of ten opted for a franchise, with 11.44 per cent choosing an independent. A petite minority sought the practice of a local independent marque specialist. But this isn’t the entire story – as our in-depth results demonstrate, there are a number of reasons why drivers chose franchised dealers over independent garages this year.
Best car dealers 2017
1. Lexus – 90.66%
Lexus takes top spot this year thanks to excellent scores in almost all areas. Its dealers were voted by far the cleanest and most comfy and you said they had the best access to parking. Owners were also happiest with the courtesy car availability from their local Lexus garage, plus staff were said to be courteous and keep customers up to date on the progress of work. Lexus’s technicians are clearly some of the best in the business as its dealerships were voted top for the standard and efficiency of work. The only downside to such an astounding score is the 10th place for value for money – but as always, good things tend to cost.
Owner’s view: “Work is always carried out to a high standard, and as a cherry on top my car is always cleaned inwards and out.”
Two. Honda – 90.55%
Even tho’ some buyers are astonished by the servicing costs, Honda claims the top spot when it comes to value for money. The company’s dealers can also be proud of their 2nd place, considering the premium rivals it strike this year. In addition, drivers told us their cars are often serviced quickly and competently by Honda’s technicians, and praised the courtesy of staff at their local dealer. You also said that you’re kept well up to date on the progress of the work and any delays or complications are spelled out well in advance. Honda’s dealerships are said to provide good access to parking, along with clean and convenient waiting areas as well.
Owner’s view: “There are slew of clearly marked parking bays next to the dealer, and these are nice and broad.”
Three. Jeep – 89.73%
There’s no telling how high Jeep could have finished this year had it not been held back by a low score in dealership facilities. Owners told us they need better access to parking in the future, as well as cleaner and more convenient waiting areas. Otherwise, Jeep has done utterly well, taking the top spot for communication, with drivers very glad about being kept up to date on the progress of work. It also earned very first place for staff courtesy, and crucial podium catches sight of for the standard and efficiency of work. This proves that Jeep has clearly dipped into the right talent pool when it comes to employees, and now it just needs to sort out its facilities.
Owner’s view: “I am always phoned after the servicing is done and all of the work is clearly explained to me.”
Four. Suzuki – 88.84%
Suzuki can claim to have some of the best dealer facilities in the business. In fact, the brand would possibly have finished very first in this category had owners not told us they would have liked more convenient waiting areas. Suzuki was praised very for the standard of work its dealers and garages supply, while owners also told us their visits are infrequently too expensive. Communication with customers was another area where it excelled, with customers particularly glad about being kept up to date on the progress and cost of work. To step on to the podium next year, staff courtesy needs to be improved, as does the speed dealers accomplish work.
Owner’s view: “The dealership was well introduced, clean and the coffee station was packed with treats. Seats were comfy, too.”
Five. Skoda – 88.36%
Skoda’s dealer network is the very first to score in the top ten in all seven categories. The highlight is fourth place finishes for communication and value for money. Owners told us they are well informed of the progress of work on their cars, while also pointing out that costs are uncommonly too steep. You said your local Skoda dealer is also efficient, and praised staff for courtesy and helpfulness. If dealers provided a fatter fleet of courtesy cars and lighter access to them, the make would have finished higher, while some owners pointed out that showroom facilities – in particular access to parking – should be improved.
Owner’s view: “All of the staff from the reception to the technicians were helpful, informative and very friendly.”
6. Kia – 87.96%
Value for money is a Kia stronghold this year; the South Korean car maker ranked an amazing 2nd in the category. Staff courtesy and the speed with which work is ended also earned standout results. Kia’s dealers would have finished higher had their scorecard not been blemished by a poor 23rd place for courtesy car availability. Owners weren’t affected with the shortage of loan cars, while the facilities also took some flak. Drivers told us they would like better parking plus cleaner and more convenient waiting areas. Fifth place for communication was a good result, with owners blessed about the clarity of the paperwork.
Owner’s view: “Fees uncommonly exceed what I’m quoted, and the garage always tells me ahead of time if this is the case.”
7. Toyota – 87.72%
Toyota is another manufacturer that can thank its excellent employees for a well deserved finish. Owners told us that staff are courteous and finish work to a high standard in an efficient manner. You also said they kept you up to date what was going on and any hikes in charges. The brand’s facilities received praise as well, with owners telling us they had good access to parking, ranking their dealers fourth in this area. The facilities were said to be clean and suggest convenient waiting areas. Where the brand needs to improve is with regards to the availability of courtesy cars, while owners also tell us its servicing costs need to come down.
Owner’s view: “I’ve never had to revisit the dealer to fix a fault. It’s always managed to do it very first time.”
8. MINI – 87.01%
MINI would have finished higher in this year’s survey had it not been for the low scores owners gave its dealers on efficiency. This is backed by 38.1 per cent of drivers who told us their car wasn’t ready when they were told to expect it. Better news is that owners also point out that if their car isn’t always finished in time, MINI is, more often than not, able to provide a courtesy car until the work is finished. Dealership facilities were rated in 13th place this year, which was largely a result of poor scores for cleanliness and parking spaces. Yet many drivers told us the showrooms were comfy and convenient places.
Owner’s view: “I’ve never had to revisit the dealer to fix a fault. It’s always managed to do it very first time.”
9. Peugeot – 86.95%
It’s Peugeot’s staff who impress owners most. Our results demonstrate they’re courteous and keep drivers well informed on the progress and costs when working on their car. The data also exposes the clarity of paperwork and charges were well received by owners. Where the French manufacturer’s dealers lose points is on their efficiency. They managed just 13th place for the speed with which they finished work, a statistic supported by over a quarter of the 8.1 per cent of drivers who reported problems, telling us their car wasn’t ready on time. Worse still, the 12th place for courtesy cars suggests not everyone who has to wait longer is given a loan vehicle.
Owner’s view: “My dealership has welcoming staff. The work needed on my car was communicated well in advance.”
Ten. Hyundai – 86.61%
Owners told us Hyundai dealers are efficient and thorough in the work they do, and the good score for value for money suggests their bills aren’t too steep, either. However, the brand needs to improve its dealership facilities; owners said they desired better access to parking, as well as more comfy and clean waiting areas. A 17th place finish for courtesy car availability shows Hyundai needs to increase its fleet of loan vehicles as well. Still, better scores for staff courtesy and communication – especially the clarity of the paperwork and charges – help to improve the overall ranking.
Owner’s view: “There was no WiFi at the dealer, the seats aren’t very convenient and finding a parking spot is difficult.”
Worst car dealers 2017
22. Vauxhall – 85.11%
Percentage of owners who had a problem: Ten.2%
It’s a mixed bag of results for Vauxhall this year. In areas like the standard and efficiency of work, plus value for money, the brand’s dealers score well. However, in categories like courtesy car availability or dealer cleanliness, it trails most rivals. Vauxhall dealers were said to be able to response most of your questions well, and while the clarity of the paperwork was said to be good, staff need to do a better job at keeping you informed of the work. A 14th place for the standard of work is another good result, as is 15th for the speed to accomplish the job – displaying that customers usually won’t spend too long waiting for their servicing or repairs.
Owner’s view: “My car needed some repairs, but I was told that the waiting list for a courtesy car was a month.”
23. Mazda – 84.96%
Percentage of owners who had a problem: Ten.4%
Had it not been for low scores in the standard and speed of work, Mazda’s dealers would have finished higher this year. Its highest ratings were for communication and dealer facilities, with owners especially glad about the clarity of the paperwork and charges. Where Mazda needs to improve is on keeping drivers informed of the cost and progress of work. And 19th place in the facilities ranking shows that while its main dealers were often found to be clean, they could be more convenient. A lack of lightly accessible parking was a sticking point for some, too, while more friendly staff will help the brand’s dealerships score better in next year’s survey.
Owner’s view: “Not a pleasant waiting area and it doesn’t have any customer facilities such as coffee or tea stations.”
24. Ford – 84.96%
Percentage of owners who had a problem: 8.6%
Staff courtesy was the thickest frustration among Ford owners this year; the brand’s dealers were rated 25th here. Availability of courtesy cars was also criticised; not good when a common complaint from drivers who had an issue with their dealer was that their car wasn’t ready on time. The data behind the 23rd place finish for communication exposes the brand’s franchises were rated lowest for keeping drivers informed on the progress and cost of work, albeit clarity of paperwork and charges was better. Ford would have also scored higher than 22nd for dealer facilities if waiting areas were more convenient, as drivers said there was decent parking.
Owner’s view: “Work took far longer than Ford estimated, but nobody told me about this until I demonstrated up at the garage.”
25. Nissan – 84.04%
Percentage of owners who had a problem: 16.5%
Four last place finishes in our seven categories aren’t ideal for Nissan. According to our data, its dealers fight to keep you fully informed about costs and the progress of work, while you also said they could suggest a better standard of work. This is highlighted by almost a third of the 16.Five per cent of drivers who told us of issues telling their dealer didn’t identify the fault. Nissan’s showrooms also need to suggest better parking and more comfy waiting areas. However, where its dealers perform better is on value for money. Drivers may not always be happiest about the standard of work, but they tend to agree that prices aren’t too steep.
Owner’s view: “It took the dealer over three months to fix a fault with my car’s electronic parking brake.”
26. Dacia – 83.80%
Percentage of owners who had a problem: 12.0%
Dacia is known for selling some of the UK’s cheapest fresh cars, and this translates to low servicing bills, as the budget brand takes an astounding 16th place in the value for money category. However, Dacia dealers fail to live up to the same standards elsewhere. They were ranked lowest for the availability of a courtesy car, which doesn’t bode well given that over a third of the twelve per cent of drivers who said they had an issue with their dealer told us it worried their car not being ready on time. A closer look at the data behind Dacia’s 25th for communication exposes the lowest scores relate to owners not being kept up to date about the progress of work and costs.
Owner’s view: “The garage phoned and said my car was ready, but when I turned up staff were still working on it.”
Best car dealers 2017, Auto Express
Best car dealers 2017
Getting a good price is just the commence of possessing a car as even fresh models need to be serviced and taken in for repairs – and a fine dealership can make a massive difference to your overall ownership practice.
This year, we’ve ranked how different manufacturers’ dealer networks compare against one another based on your feedback. We quizzed readers on what they thought of the garages they use, from the convenience of the waiting areas to whether they think the services and repairs represented good value for money.
Franchised dealers were also rated on their parking facilities, whether staff were friendly and helpful and whether you were kept up to date on the progress and cost of repairs and servicing.
As our results showcase, to suggest the best practice, franchises couldn’t slip up in any of our seven judging categories. But before we list the best dealers in the business, we’ve dug a little deeper into our data to see what you’re telling us about the state of the automotive aftermarket in general. For comparison, we’ve also looked at how franchised dealers rated against independent workshops.
• Click here to take the Driver Power Survey
Thickest complaint you had with your dealer
On average, Ten.Four per cent of drivers told us they had an issue with their dealer. Our stats display most complained about faults not being diagnosed and immobilized. The latest Association of British Insurers estimates demonstrate average vehicle repair costs have risen by thirty two per cent in the past three years, and now sit at £1,632. If a dealer isn’t able to get this right very first time, it’s understandable owners aren’t too blessed to go back for more repairs which may end up costing extra.
This year communications played a key role, too. Over ten per cent of drivers told us their dealer couldn’t explain what the problem with their car was, while a further 9.7 per cent pointed out that costs were higher than expected.
Staff courtesy was another issue, plus it’s the little things that matter. Many drivers told us collecting a car that hadn’t been cleaned inwards or out was a sticking point; as our results showcase, the dealers that went the extra mile were rewarded with excellent satisfaction scores.
Reasons you chose your dealer
Convenience clearly plays a role when choosing your dealer. Over a quarter of drivers told us they go back to the garage that supplied their car, while another 17.Eighteen per cent said they chose the franchise that was within effortless access.
Curiously, just five per cent of drivers chose their dealership on price – which suggests that most motorists are more worried over the standard of work than where they will save the most money.
Again, little things – such as courtesy car availability or friendliness of staff – had almost thirty per cent of drivers returning to their dealer. This is vital information for makers; it’s all very well having competent technicians, hi-tech kit and comfy waiting areas, but if staff aren’t friendly or helpful, the dealer is unlikely to score well.
Another feature like pick-up and drop-off services was something many owners highlighted. This shows garages have to adapt to be pliable to customers’ needs.
What type of dealer do you use for servicing?
Out of our seven ranking categories, independent dealers only outscore their franchised counterparts on value for money. This comes as little surprise when you consider that independent dealers often charge lower rates, but the question then arises, what do the higher charges at franchised dealers get you?
Well, our data shows that you’re far more likely to love the waiting areas in franchised dealers than independent garages. When it comes to dealership cleanliness and convenience, franchised outlets were said to be far better than their independent rivals. However, interestingly, independent garages were said to come with better access to parking.
Another bonus of franchised dealers is that many suggest courtesy cars. Our results suggest you’re more likely to have access to a loan vehicle when using your local main agent. However, when it comes to the quality and efficiency of servicing and repairs, the margins become smaller. Here franchised dealers slightly scored above their independent rivals. So if you can do without comfy waiting areas and don’t need a courtesy car, independent dealers shouldn’t be overlooked.
The same goes for communication and staff friendliness, where only a few percentage points separated the two. Franchised dealers were said to keep you better informed of the costs and progress of work. They were also said to be able to better response questions about work being done, while independents just lost out on the clarity of their paperwork, too.
What type of service was performed?
The tremendous majority of drivers took their cars in for ordinary maintenance this year, but almost ten per cent of you visited a dealer looking for repairs either following an accident or a breakdown.
When determining which garage you went to, almost nine out of ten opted for a franchise, with 11.44 per cent choosing an independent. A puny minority sought the practice of a local independent marque specialist. But this isn’t the entire story – as our in-depth results display, there are a number of reasons why drivers chose franchised dealers over independent garages this year.
Best car dealers 2017
1. Lexus – 90.66%
Lexus takes top spot this year thanks to excellent scores in almost all areas. Its dealers were voted by far the cleanest and most comfy and you said they had the best access to parking. Owners were also happiest with the courtesy car availability from their local Lexus garage, plus staff were said to be courteous and keep customers up to date on the progress of work. Lexus’s technicians are clearly some of the best in the business as its dealerships were voted top for the standard and efficiency of work. The only downside to such an astounding score is the 10th place for value for money – but as always, good things tend to cost.
Owner’s view: “Work is always carried out to a high standard, and as a cherry on top my car is always cleaned inwards and out.”
Two. Honda – 90.55%
Even however some buyers are astonished by the servicing costs, Honda claims the top spot when it comes to value for money. The company’s dealers can also be proud of their 2nd place, considering the premium rivals it strike this year. In addition, drivers told us their cars are often serviced quickly and competently by Honda’s technicians, and praised the courtesy of staff at their local dealer. You also said that you’re kept well up to date on the progress of the work and any delays or complications are spelled out well in advance. Honda’s dealerships are said to provide good access to parking, along with clean and convenient waiting areas as well.
Owner’s view: “There are slew of clearly marked parking bays next to the dealer, and these are nice and broad.”
Trio. Jeep – 89.73%
There’s no telling how high Jeep could have finished this year had it not been held back by a low score in dealership facilities. Owners told us they need better access to parking in the future, as well as cleaner and more comfy waiting areas. Otherwise, Jeep has done enormously well, taking the top spot for communication, with drivers very glad about being kept up to date on the progress of work. It also earned very first place for staff courtesy, and crucial podium catches sight of for the standard and efficiency of work. This proves that Jeep has clearly dipped into the right talent pool when it comes to employees, and now it just needs to sort out its facilities.
Owner’s view: “I am always phoned after the servicing is done and all of the work is clearly explained to me.”
Four. Suzuki – 88.84%
Suzuki can claim to have some of the best dealer facilities in the business. In fact, the brand would possibly have finished very first in this category had owners not told us they would have liked more comfy waiting areas. Suzuki was praised very for the standard of work its dealers and garages supply, while owners also told us their visits are infrequently too expensive. Communication with customers was another area where it excelled, with customers particularly glad about being kept up to date on the progress and cost of work. To step on to the podium next year, staff courtesy needs to be improved, as does the speed dealers finish work.
Owner’s view: “The dealership was well introduced, clean and the coffee station was packed with treats. Seats were comfy, too.”
Five. Skoda – 88.36%
Skoda’s dealer network is the very first to score in the top ten in all seven categories. The highlight is fourth place finishes for communication and value for money. Owners told us they are well informed of the progress of work on their cars, while also pointing out that costs are infrequently too steep. You said your local Skoda dealer is also efficient, and praised staff for courtesy and helpfulness. If dealers provided a fatter fleet of courtesy cars and lighter access to them, the make would have finished higher, while some owners pointed out that showroom facilities – in particular access to parking – should be improved.
Owner’s view: “All of the staff from the reception to the technicians were helpful, informative and very friendly.”
6. Kia – 87.96%
Value for money is a Kia stronghold this year; the South Korean car maker ranked an awesome 2nd in the category. Staff courtesy and the speed with which work is finished also earned standout results. Kia’s dealers would have finished higher had their scorecard not been blemished by a poor 23rd place for courtesy car availability. Owners weren’t affected with the shortage of loan cars, while the facilities also took some flak. Drivers told us they would like better parking plus cleaner and more convenient waiting areas. Fifth place for communication was a good result, with owners blessed about the clarity of the paperwork.
Owner’s view: “Fees uncommonly exceed what I’m quoted, and the garage always tells me ahead of time if this is the case.”
7. Toyota – 87.72%
Toyota is another manufacturer that can thank its excellent employees for a well deserved finish. Owners told us that staff are courteous and finish work to a high standard in an efficient manner. You also said they kept you up to date what was going on and any hikes in charges. The brand’s facilities received praise as well, with owners telling us they had good access to parking, ranking their dealers fourth in this area. The facilities were said to be clean and suggest comfy waiting areas. Where the brand needs to improve is with regards to the availability of courtesy cars, while owners also tell us its servicing costs need to come down.
Owner’s view: “I’ve never had to revisit the dealer to fix a fault. It’s always managed to do it very first time.”
8. MINI – 87.01%
MINI would have finished higher in this year’s survey had it not been for the low scores owners gave its dealers on efficiency. This is backed by 38.1 per cent of drivers who told us their car wasn’t ready when they were told to expect it. Better news is that owners also point out that if their car isn’t always finished in time, MINI is, more often than not, able to provide a courtesy car until the work is finished. Dealership facilities were rated in 13th place this year, which was largely a result of poor scores for cleanliness and parking spaces. Yet many drivers told us the showrooms were comfy and convenient places.
Owner’s view: “I’ve never had to revisit the dealer to fix a fault. It’s always managed to do it very first time.”
9. Peugeot – 86.95%
It’s Peugeot’s staff who impress owners most. Our results showcase they’re courteous and keep drivers well informed on the progress and costs when working on their car. The data also exposes the clarity of paperwork and charges were well received by owners. Where the French manufacturer’s dealers lose points is on their efficiency. They managed just 13th place for the speed with which they finished work, a statistic supported by over a quarter of the 8.1 per cent of drivers who reported problems, telling us their car wasn’t ready on time. Worse still, the 12th place for courtesy cars suggests not everyone who has to wait longer is given a loan vehicle.
Owner’s view: “My dealership has welcoming staff. The work needed on my car was communicated well in advance.”
Ten. Hyundai – 86.61%
Owners told us Hyundai dealers are efficient and thorough in the work they do, and the good score for value for money suggests their bills aren’t too steep, either. However, the brand needs to improve its dealership facilities; owners said they dreamed better access to parking, as well as more comfy and clean waiting areas. A 17th place finish for courtesy car availability shows Hyundai needs to increase its fleet of loan vehicles as well. Still, better scores for staff courtesy and communication – especially the clarity of the paperwork and charges – help to improve the overall ranking.
Owner’s view: “There was no WiFi at the dealer, the seats aren’t very convenient and finding a parking spot is difficult.”
Worst car dealers 2017
22. Vauxhall – 85.11%
Percentage of owners who had a problem: Ten.2%
It’s a mixed bag of results for Vauxhall this year. In areas like the standard and efficiency of work, plus value for money, the brand’s dealers score well. However, in categories like courtesy car availability or dealer cleanliness, it trails most rivals. Vauxhall dealers were said to be able to reaction most of your questions well, and while the clarity of the paperwork was said to be good, staff need to do a better job at keeping you informed of the work. A 14th place for the standard of work is another good result, as is 15th for the speed to accomplish the job – displaying that customers usually won’t spend too long waiting for their servicing or repairs.
Owner’s view: “My car needed some repairs, but I was told that the waiting list for a courtesy car was a month.”
23. Mazda – 84.96%
Percentage of owners who had a problem: Ten.4%
Had it not been for low scores in the standard and speed of work, Mazda’s dealers would have finished higher this year. Its highest ratings were for communication and dealer facilities, with owners especially blessed about the clarity of the paperwork and charges. Where Mazda needs to improve is on keeping drivers informed of the cost and progress of work. And 19th place in the facilities ranking shows that while its main dealers were often found to be clean, they could be more comfy. A lack of lightly accessible parking was a sticking point for some, too, while more friendly staff will help the brand’s dealerships score better in next year’s survey.
Owner’s view: “Not a pleasant waiting area and it doesn’t have any customer facilities such as coffee or tea stations.”
24. Ford – 84.96%
Percentage of owners who had a problem: 8.6%
Staff courtesy was the thickest frustration among Ford owners this year; the brand’s dealers were rated 25th here. Availability of courtesy cars was also criticised; not fine when a common complaint from drivers who had an issue with their dealer was that their car wasn’t ready on time. The data behind the 23rd place finish for communication exposes the brand’s franchises were rated lowest for keeping drivers informed on the progress and cost of work, albeit clarity of paperwork and charges was better. Ford would have also scored higher than 22nd for dealer facilities if waiting areas were more convenient, as drivers said there was decent parking.
Owner’s view: “Work took far longer than Ford estimated, but nobody told me about this until I displayed up at the garage.”
25. Nissan – 84.04%
Percentage of owners who had a problem: 16.5%
Four last place finishes in our seven categories aren’t ideal for Nissan. According to our data, its dealers fight to keep you fully informed about costs and the progress of work, while you also said they could suggest a better standard of work. This is highlighted by almost a third of the 16.Five per cent of drivers who told us of issues telling their dealer didn’t identify the fault. Nissan’s showrooms also need to suggest better parking and more comfy waiting areas. However, where its dealers perform better is on value for money. Drivers may not always be happiest about the standard of work, but they tend to agree that prices aren’t too steep.
Owner’s view: “It took the dealer over three months to fix a fault with my car’s electronic parking brake.”
26. Dacia – 83.80%
Percentage of owners who had a problem: 12.0%
Dacia is known for selling some of the UK’s cheapest fresh cars, and this translates to low servicing bills, as the budget brand takes an exceptional 16th place in the value for money category. However, Dacia dealers fail to live up to the same standards elsewhere. They were ranked lowest for the availability of a courtesy car, which doesn’t bode well given that over a third of the twelve per cent of drivers who said they had an issue with their dealer told us it worried their car not being ready on time. A closer look at the data behind Dacia’s 25th for communication exposes the lowest scores relate to owners not being kept up to date about the progress of work and costs.
Owner’s view: “The garage phoned and said my car was ready, but when I turned up staff were still working on it.”