John Roe Toyota is Best Retailer in Town for Customer Experience
John Roe’s Recent Toytota BRIT Awards Win
John Roe has recently been ranked first and second for Customer Experience in a prestigious national award from Toyota, which measures customer reviews and satisfaction across 182 of the manufacturer’s dealerships in the UK.
In a year that proved challenging for the whole of the motor trade, the Grimsby dealership secured 1st place ahead of John Roe’s Scunthorpe team in Toyota’s Best Retailer in Town (BRIT) awards for 2020. Customer care and satisfaction has always been paramount for the family-run business – and their latest award win highlights the teams continued customer-first focus, even when faced with the upheaval of establishing new processes in the face of pandemic restrictions.
The scores are reflections of both Grimsby and Scunthorpe’s customer satisfaction results, and the positive sentiment expressed in a variety of customer feedback sources, including customer reviews. The dealerships have hundreds of 5-star Google reviews between them with many referring to the sales and service teams by the first names and remarking on the family feel in the showrooms.
What our team had to say
Managing director Tom Roe, said: “As the third generation of the Roe family to run this business, I’m incredibly proud that we’re still honouring the commitment to customer service that my grandad and dad valued so highly. We have fantastic teams in place in our dealerships and I’m delighted to see them being recognised at a national level with the BRIT awards. 2020 was a challenging year for our industry, but thanks to the dedication of our teams we were able to adapt our services to ensure that we continued to support our customers and the wider local communities.”
Tom’s sentiments were echoed by Group Franchise Manager, Matt Arliss, who added: “In a year where car buying increasingly moved online and the industry collectively switched its focus to customer convenience, we were determined to ensure that the new processes didn’t detract from the personal care and attention that we pride ourselves on delivering. This award is fantastic recognition for the team’s efforts. We take pride in being a family business and our staff have created a fantastic family feel in all our centres, this is a fantastic recognition of their hard work”