Leading commercial vehicle manufacturer Isuzu Truck UK has announced that its North West dealer Warrington Vehicle Centre has scooped the company’s prestigious, and highest, UK customer care accolade, the Paul Saunders ‘CARE’ Award for 2019 and 2020.
Announcing details of this year’s CARE award winner, Syan Hancock, general manager, Customer Care Department, Isuzu Truck UK said, “At Isuzu Truck, we are really proud of our CARE ethos, which has been a major factor in our long term success here in the UK and has been part of our DNA since the very early days. For 2019 and 2020, Warrington Vehicle Centre are very worthy winners of the award, with outstanding customer feedback and unrivalled levels of customer satisfaction.”
Syan continues, “Normally, we present the CARE Award annually however last year’s award was postponed due to the pandemic, so we have combined the last two years into one award, covering both 2019 and 2020.”
Based on customer feedback and various predetermined KPIs covering all disciplines within the Isuzu truck aftermarket, Isuzu’s CARE award has been running for over 23 years, and this is the 10th time that Warrington Vehicle Centre has been the recipient of this most important dealer award.
“Customer care is at the foundation of everything that Isuzu Truck does here in the UK and has been the main driver behind its success. So, for us as a dealer, winning this prestigious award once again means absolutely everything. It is unequivocal recognition by our peers of the amount of hard work put in by everyone here at the company day in day out, to ensure that our customers come back to us repeatedly,” said Richard Cook, managing director, Warrington Vehicle Centre.
Richard continues, “In the light of the really challenging conditions of the last 12 months, to come out on top as the leading CARE dealer within ITUK’s nationwide dealer network is very humbling but also very special.”
The ‘Paul Saunders CARE Award’ covers all aspects of every Isuzu Truck dealers after sales operations, in terms of the overall customer experience. The award takes into consideration feedback calls from customers throughout the whole journey of buying and running their Isuzus, focusing on servicing, warranty, operations, and parts as well as their overall approach to customer attention.
“The customer care ethos is part and parcel of the Isuzu ownership experience and this award encourages every Isuzu dealer to provide the same consistent quality approach to our customers across the whole of the UK,” said Syan Hancock.
Isuzu Truck UK first started to develop its CARE programme when it entered the UK truck market many years ago. Quite unique in its approach, Isuzu Truck UK builds up direct relationships with all its customers through regular contact via teams of specialist inhouse customer care experts.
“Every customer gets a call for ITUK within six weeks of delivery of a new truck and then every six months throughout the whole of the warranty period or to the end of their R&M contract. This enables us, as a manufacturer, to build up a full understanding of the customer satisfaction levels for each dealer. By then working closely with every dealer, we can ensure that the overall customer experience is maximised. Currently, nationally we have a 98% satisfaction level for our CARE approach,” concluded Syan.