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The NFDA is urging consumers to use NFDA member dealers when searching for their next car, following a recent survey by the RAC which called into question standards of customer service from used car dealers in the UK.
Obviously, any research which improves levels of service to customers is welcomed. The RAC findings imply a level playing field when it comes to customer service within the motor industry but this just isn’t the case. We know from information provided to us by the Citizens Advice Bureau (CAB) that our members rank highly in terms of customer satisfaction.
According to the most recent CAB report, although franchised dealers are responsible for the vast majority of used car sales in the UK, they are responsible for just 14 per cent of complaints both to the CAB and the NCS.
As an industry, we have worked incredibly hard with our dealer members to introduce a range of initiatives designed to offer car buyers the highest levels of satisfaction when it comes to buying a used car.”
This included the launch of the Trusted Dealers used car portal two years ago, which led the way in being the safest way to buy a used car online. Now more than a quarter of a million people use the website every month to source their next car.
NFDA members also have access to the RMI’s National Conciliation Service, designed to act as an unbiased service for consumers experiencing problems with a used car purchase. The helpline provides a legally binding solution for both the dealer and the buyer to ensure complete peace of mind and has recently been approved by Trading Standards under the new Alternative Dispute Resolution regime.
All members of the NFDA adhere to our strict membership standards for selling used cars, which cover not only customer service but the safety of the vehicle, its history and its finance.