Agnew Group wins Customer Experience Award

Added: 23 July 2018

Agnew Group is celebrating winning one of the most prestigious awards at the national 2018 Auto Trader Retailer Awards. Operating across Northern Ireland, Agnew Group beat over 13,500 other UK retailers to win the Customer Experience Award (stocking more than 200 cars), which was based on the findings of Auto Trader’s first ever independent mystery shopping process.

1,000 of Auto Trader’s best performing retailers were gradually whittled down to just two Customer Experience Award winners (stocking more than 200 cars, and stocking fewer than 200 cars) by succeeding three mystery shopping phases: email (1,000 customers), telephone (500 customers) and face-to-face (150 customers). 

Now in its 11th year, the Auto Trader Retailer Awards celebrate the very best in automotive retailing; those brands that are pushing the standard of all aspects of the industry, including digital excellence, and a commitment to exceptional customer service. During the awards ceremony, which took place at One Marylebone in London on 19th July, a total of 12 trophies were awarded across six categories, each representing the central pillars of modern automotive retailing.

With 55 million cross platform visits each month, Auto Trader is the UK’s number one automotive website, as well as the most trusted amongst car buyers.

The winners of the Auto Trader Retailer Awards were determined by the most comprehensive judging process in the Awards’ 11-year history, which not only featured the mystery shopping, but also a very prestigious judging panel of experts (including senior executives from Google, Compare the Market, and uSwitch), the opinions of thousands of car buyers, and also an in-depth analysis of millions of data points from across Auto Trader’s market place. 

Agnew Group was described as ‘truly inspirational’ and ‘the best-of-the-best’ by Auto Trader sales director, Le Etta Pearce, who presented the awards alongside former Gadget Show presenter, Jason Bradbury. 

Collecting the award, Christine Grant, Head of Group Marketing said: “We are absolutely delighted to win this award as it recognises our commitment to deliver excellent customer services.  To have this reinforced by an independent mystery shop gives us the confidence to continue to strive to be the best-in-customer services within the sector.” 

Auto Trader Sales Director, Le Etta Pearce, said: “This year our winners were determined by our most gruelling judging process to date, which whittled down over 13,000 UK automotive retailers to just 12 exceptional businesses. Even to be shortlisted is a huge achievement, but to lift a trophy and to feature a winner’s logo in their dealership puts them amongst the industry’s best-of-the-best.”

Today’s car buyers are savvier than ever before, and they’re looking for excellent customer experiences both online and in-store. By adopting best practice across every aspect of their business and representing the very best of the automotive retail sector, this year’s winners aren’t simply meeting their customers’ expectations, they’re exceeding them.”

Left to right: Jason Bradbury, former Gadget Show Host, David Pascoe, Brand Marketing Manager Agnew Group, Christine Grant, Head of Group Marketing Agnew Group and Darren Moon, Group Sales Director AutoTrader UK.

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