Customer Experience Award

Added: 22 July 2019

TL Darby is celebrating winning one of the most sought-after accolades at the national 2019 Auto Trader Retailer Awards. Operating across Burton-Upon-Trent, TL Darby beat over 13,000 other UK retailers to win the prestigious Customer Experience Award (stocking 50-100 vehicles), which was based on the findings of Auto Trader’s independent mystery shopping process.

The Customer Experience Award recognises the retailer that offers car buyers the very best customer experience across both their online and offline channels.

1,000 of Auto Trader’s best performing retailers were gradually whittled down to just three Customer Experience Award winners (stocking under 50 vehicles, 50-100 vehicles and over 100 vehicles) via three mystery shopping phases: email (1,000 customers), telephone (500 customers) and face-to-face (150 customers). 

Now in its 12th year, the Auto Trader Retailer Awards recognise 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 8 Northumberland Avenue, London on 18th July, a total of 18 trophies were awarded across seven categories, each representing the central pillars of modern automotive retailing.

With 49 million cross platform visits each month, Auto Trader is the UK’s number one digital automotive marketplace, as well as the most trusted[1] amongst car buyers.

The winners of the Auto Trader Retailer Awards were determined by a comprehensive judging process, which not only featured the largest mystery shopping among retailers in the UK, but also an esteemed panel of experts (including senior executives from Google, KPMG, and The Specialist Works, Comparethemarket.com and Automotive 30% Club), 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.

Collecting the award, Richard Darby, Managing Director said: We are absolutely thrilled to receive the award! We are family run business which prides itself on providing a fantastic customer experience. All our staff are very passionate about building the best relationship with our customers and we are all very proud to have our hard work recognised. I would like to thank my fantastic team for all they do and to all our customers for their valued custom.

Auto Trader UK Group Sales Director, Darren Moon, who presented TL Darby with their award said: “There’s an incredibly rigorous process that retailers have to go through to even be shortlisted for a Retailer Award, so to have been crowned winner really does demonstrate best-of-the-best in the industry.

“It’s never been more important to be innovative and adaptable both offline and online, with today’s car buyers being more informed than ever before. They expect excellent service throughout the car buying process and this year’s winners show what can be achieved when you go above and beyond to surpass customers’ expectations.”

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