Harry Fairbairn MINI (Kirkcaldy)

Our star ratings explained

Nothing provides a clearer picture of how good our customer service is than direct undiluted feedback from real customers. That’s why we use the Arnold Clark Star Rating system. This gives each dealership a regularly assessed rating out of 5 that you can see at a glance. Here’s how it works.

The Star Rating is based on an email survey that we ask customers to complete 10 days after they have taken delivery of their vehicle. The Survey then needs to be returned to us within 14 days. To ensure that results are founded on a good number of current responses, we update Star Ratings every month, based on the previous four months of completed Surveys.

So if you were to look at our current dealership Star Ratings they would be based on feedback from 50,355 customers who bought their vehicle between 1st August to 30th November 2016, providing an average score across our dealerships of 95.6% and a Star Rating of 4.8 out of 5. A group of customers this size gives you an accurate and credible picture of customer service at Arnold Clark, delivered by the people best placed to evaluate it.