Our Dealers

Whether customers are choosing a scheme car, or arranging a repair or service, customer satisfaction is a top priority for all our dealers. That's why we worked with over 4,500 dealers across the country to create our Dealer Partnership, which sets out demanding standards for speed, efficiency, and levels of customer service.

There are two levels of dealerships: Dealer Partners who meet our standard requirements, and Premier Partners who meet higher standards for efficiency and customer service. Over 80% of our dealerships are Premier Partners and 96% of our current customers choose to visit them.

The Partner programme and, in particular, the standards and performance levels we require from dealers were based on extensive feedback from customers and suppliers. These standards aim to provide an enhanced customer experience at the dealer frontline throughout the lifetime of the contract including supply, service and maintenance, MoT testing, handback of the car and ordering and collection of the new one.

The following standards are expected from all Motability dealers, both Premier and Dealer Partners:

• Up-to-date scheme literature and knowledge
• Complimentary tea/coffee if required
• A test-drive, or ride if more appropriate, in the car of the customer's choice, or the nearest specification, ensuring that the main features such as accessibility, seating position, transmission (manual, automatic etc) are suitable for the customer
• An assessment of vehicle suitability and affordability.
• Online application capability

Premier Partners must have at least two named and trained Motability Specialists with at least one available each day the dealership is open.  Dealer Partners are required to have at least one trained Motability Specialist
Provision of alternative transport methods, if required, whilst a car is being serviced or repaired.

In addition, Premier Dealers are required to undertake the following:

• Provide home visits for anyone requiring it, for the qualification and selection process. (Not for car handover).
• Actively promote the scheme locally through marketing and advertising and have links with local disability groups.
• Provide courtesy cars, if required, where a minimum of three weeks notice is given, when a car is being serviced or repaired.
• Provide "While you wait" MoT service by appointment.
• Provide a wash and vacuum service following service or repair.
• We are continually looking at ways to ensure that customers receive the very best standards of customer service from our nationwide network of over 4,500 partners. We have recently introduced new standards for the aftersales and service centres in dealerships.

As part of our commitment to offering our customers a worry-free motoring package, assistance is available through trained Sales and Aftersales Specialists. Dealerships are required to provide at least one specialist in this area; the majority will provide two. Specialists undergo the training in how to manage Motability business processes.

Motability has worked closely with disability and diversity consultants to create a disability online training programme known as Disability Confidence training. After completing the course, dealers will be more aware of disability issues, such as accessibility, discrimination and disability etiquette guidelines.