First CitNOW Group Retailer of the Quarter winner announced

We are thrilled to announce that Group 1’s Jaguar Land Rover (JLR) Division has been named our first Retailer of the Quarter for Q2 2024.

Selected from a pool of nominated retailers by a panel of CitNOW Group Executives, the Group 1 JLR Division stood out for its internal initiatives focused on driving improvements in their workshop videos and fostering renewed engagement and enthusiasm throughout their team.

The Group 1 JLR Division has been using CitNOW Workshop since 2015 and RTC since January 2020. At the start of 2024, their Aftersales team launched an internal competition to enhance the quality of their workshop videos. The initiative was guest-judged by members of the Group 1 management team and the JLR Global team, with close collaboration from the CitNOW team for feedback and guidance. Identifying areas for improvement led to four on-site training days conducted by our Academy trainers.

The saying “the proof is in the pudding” certainly holds true for the JLR Division, as their impressive results speak for themselves. They achieved a significant increase in the percentage of eVHCs sent, rising from 54% to 90%. The rate of videos sent via SMS and email also climbed from 66% to 75%. Most notably, their customer rating improved from 4.66 to an impressive 4.75 in just six months!

Congratulations to all the team at Group 1 Jaguar Land Rover Division!