Dealers sign up to standards set to champion quality of franchise offering on used cars
The NFDA (National Franchised Dealers Association) launches a new set of standards designed to champion the high levels of service and care associated with the franchised dealer used car offering.
Over 3,000 NFDA member dealerships have already signed up to the new standards, which govern member service levels across core areas including mileage checking, warranties and service levels. The standards are the first to unify a customer service pledge from the UK’s network of franchise dealers which in turn, enables members to offer complete peace of mind to consumers when purchasing a used car.
The Standards are the result of an extensive consultation process between the NFDA and its members after recognising the need for a more robust set of guidelines to improve the safety and customer experience for British used car buyers. They were spearheaded by the NFDA’s used car working group and were created by dealers for dealers.
According to research of 1,000 car owners commissioned by the NFDA, more than 75% said they would be more likely to choose a dealer that has signed up to an industry set of standards.
Sue Robinson, Director of the NFDA, said: “The launch of the Used Car Standards represents an important step for both consumers and the retail motor industry. Not only do the twelve standards safeguard consumers by setting out requirements for high quality customer service, stringent vehicle checks and a detailed vehicle handover, but they also highlight the benefits of purchasing from a franchised dealer.
“We’ve had an overwhelmingly positive response from our members who are true advocates of the standards and their role in making used car buying a safer and more enjoyable experience.”
Following the launch, the standards will be promoted heavily to consumers by the NFDA’s consumer facing portal, Trusted Dealers.
In addition to the Used Car Standards, the NFDA in partnership with Trusted Dealers has a dedicated Conciliation and Arbitration Service helpline for anyone 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 is open to anyone purchasing a used car from Trusted Dealers or NFDA members. To find an NFDA member go to www.nfda-car.co.uk.
The NFDA Used Car Standards cover the following twelve areas:
- Staff training, communication and conduct
- Vehicle checks
- Vehicle mileage checks
- Vehicle condition
- Test drives
- Part exchange
- Vehicle sales process
- Deposits and cash handling
- Finance and insurance
- Vehicle handover
- Complaints handling
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The National Franchised Dealers Association represents franchised car and commercial vehicle dealers in the UK and lobbies on issues including manufacturer relationships, legislation, used cars, finance, insurance and aftersales. The NFDA’s membership now covers 85% of all dealer networks in the UK.