The success factors of Used Car Dealer of the Year Arnold Clark

For the past three years nearly 98% of Arnold Clark’s used car customers said they would buy from the Scottish dealer group again.

The drive to provide the best customer experience in searching and selecting from the dealer group’s average 25,000 unit stock means monitoring a range of review platforms, including Trustpilot (120,000 customer reviews, with a 93% ‘great’ rating), Reputation and, with a focus on employee satisfaction, Indeed and Glassdoor, to identify excellence and areas for improvement.

With the ban on the sale of new petrol and diesel cars coming in 2030, Arnold Clark has set out to be a frontrunner in the transition to electric vehicles (EVs). It has the largest used electric stock in the UK – more than 1,000 vehicles – with more than 500 staff trained on supporting customers on their transition. The company is working on every dealership to become EV approved.