All franchise dealer networks have a brand image to maintain where the customer expectation is constantly increasing. Often clear guidelines are absent so many standards are misinterpreted or even ignored.

This leads to a diluted customer experience, a declining brand reputation and ultimately, a reduction in sales. Many manufacturers find it is difficult to have clear, up to date visibility of how the network as a whole is meeting their specific requirements.

To ensure the defined standards are met, it is necessary to physically assess the sites to confirm and promote compliance. Some manufacturers have utilised their own field teams but this is often inconsistent and conflicts with their own personal objectives. This is where an expert team of independent Assessors provide the best solution.

We have worked with manufacturers to ensure that their existing standards met with the current expectations and where required, we have helped to define new standards. We have defined the assessment process to ensure that the interpretation was consistent across the dealer, manufacturer and assessment teams.

Our auditors were trained to access and share the results without the need for further validation steps. We provided the dealers with detailed, illustrated reporting which are fully explained through the “end of audit” debrief. These reports were also shared with the manufacturers with detailed KPI analysis on project progress and results achieved.

We have supported many assessment programmes with key manufacturers to accurately and consistently provide insight into the actual levels of standard compliance. Projects have included standards required to maintain the franchise through to those that directly affect the customer brand perception.

These have covered all customer facing elements of the business including workshop environments. With bespoke detailed and illustrated reports being completed on the visit along with a full management debrief, the manufacturer has mitigated the risks of non-compliance though poor interpretation.

As results improve, standards can be adjusted to ensure that the brand perception can progress in line with a changing market environment. Speak with us today to discuss how we might help to get your network working in line with your expectations.