Vauxhall Customer Excellence Award

The Vauxhall Customer Excellence Awards recognise the Retailers for the quality of service they give.

All winners routinely go the extra mile to help customers, and the award recognises the consistently hard work that’s gone into their all-round service.

Thousands of Purchase Satisfaction and Service Satisfaction surveys – a recent tally came to over 60,000 surveys in six months. Each year, a Customer Excellence Award goes to Retailers with the best combined score from the surveys.

You’ll be invited to complete a survey when you buy a new Vauxhall or when your vehicle is serviced for the first or second time.

The 2018 CEA measurement is based on the PSS and SSS Likelihood to recommend score for Market Areas.  For 2018, each Market area is given a national rank for their Purchase Satisfaction Survey recommendation and a rank for Service Satisfaction Survey recommendation.  These two ranks are added together, with the lowest combined ranks being awarded the Customer Excellence Award.

What questions are asked?

The questions customers are asked are constantly updated to keep them relevant to our customers.


SALES:

  • Likelihood to Recommend
  • Overall Retailer Satisfaction
  • Satisfaction with Knowledge & Helpfulness
  • Contact after Delivery

AFTERSALES:

  • Likelihood to Recommend
  • Overall Retailer Satisfaction
  • Satisfaction with transparent and courteous manner of Retailer staff
  • Contact after Service
  • Quality of Service (QoS)

How do you win a Customer Excellence Award?

The criteria constantly changes and evolves with Vauxhall Customer Excellence awards. This is to ensure that all retailers work harder and harder for our customers.

In earlier Customer Excellence Awards, the top 50 retailers in the country would earn a Customer Excellence Award - regardless of their combined Sales and Service survey score.

To win a Customer Excellence Award for 2017, retailers had to have a combined Sales and Service survey score above 89.0%. Only 35 retailers out of around 350 hit this target.

To win a Customer Excellence Award for 2018, only the top 35 retailers in the UK were awarded the Customer Excellence Award.

That explains why we've won so many!