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In a year dominated by the pandemic and rapidly changing lockdown restrictions, car sales fell. But, while new car registrations fell 29.4% in 2020, used car sales only reduced by 14.9%. Over the past year, used cars have become a more appealing and affordable option over public transport. Despite the challenges for dealers, adapting to a new way of selling has led to a ‘world class’ experience according to car buyers.

Dealers have been adapting to provide highly effective online capabilities to bring their showroom straight to customers doors. The shift to online sales, click and collect, and home delivery services, supported by COVID-secure safety measures, has been widely appreciated and recognised by a very significant number of delighted used car buyers. The results of our survey have been impressive with an overall Net Promotor Score, ‘NPS’ of 84.27 from 143,485 respondents.

To put this NPS rating in context, Bain & Co, which, developed the NPS system used globally across multiple industries, suggests that a rating above 50 is excellent, and above 80 is world-class.

Reflecting on the research data from April 2020 to March 2021, CEO Mark Standish notes;

“The speed, agility and success of our dealers as they transformed to provide customers with both online and offline used car sales access so successfully over the last year has been remarkable. The impressive NPS rating by such a large audience of customers is testimony to the quality of the car and financing buying journey they experienced first-hand with their dealers.”

While used sales did fall back in 2020, over 6.7 million used cars still changed hands throughout the year, with the majority sold by dealers across the UK. Mark concludes;

“A huge number of people will continue to look to the used car market for their next vehicle. Today, they can find their car, dealer and finance online and now, out of lockdown, they can test drive it as well to refine their choice. If they want it delivered, then that is something that over 80% of our dealer network is only too happy to offer. The choice, car buying control and consumer protection that is available from dealers for car buyers is backed up by reassurance. Through the dealers with which we work, they can also be confident that they will benefit from a dealer network that buyers have ranked ‘world class’ over the last year.”

We’re helping dealers supercharge their dealership and continue providing world-class service through the pandemic and beyond.

Despite the challenges for dealers, adapting to a new way of selling has led to a ‘world class’ experience according to our research. Find out more from CEO Mark Standish...

How dealers are delivering 'world class service' throughout the pandemic

The Extra Mile Awards are a brand new initiative to help recognise and celebrate our network of over 2,000 dealerships with an annual awards ceremony. It’s all about recognising our dealerships for going the extra mile, helping to shine a spotlight on the hard work they’re doing to support customers and their community.

Each quarter, we’ll select nine winners in three bespoke categories - Customer Journey Award, Community Award and the Partnership Award. As part of the winner’s pack, they’ll receive a plaque for their dealership and an invitation to the prestigious Dealer of the Year awards evening (which will run in line with the Covid guidance at the time).


These awards will not only recognise you, our dealer partners, but also show customers the trusted and valued dealerships that we work with. That’s why we’ll be shouting about it on social media, in the press and across findandfundmycar.com to make sure everyone hears about the inspirational work our dealers are doing. 

Our Account Managers in the North, South & Major Accounts divisions will nominate the bike, van and car dealerships that they think should be recognised in one of the three award categories.

We’ll then choose a winner from each award category from each area. The winners will receive a special awards pack and an invitation to our Dealer of the Year Awards evening, along with recognition over our websites and social channels. They can also add the Extra Mile Awards logo to their own website, social and findandfund listings to promote their status to customers.

A dealer who has an excellent online and in-store journey and strong customer engagement with different ways to connect with customers, from enquiry through to aftercare.

Customers are at the heart of what we do, and that’s true for our dealers too. In this category, we’re looking at dealerships who provide an outstanding customer service in an innovative and unique way. Those that truly embody ‘treating customers fairly’ and encourage a two way conversation with customers. 

A dealer who makes a difference in the community they’re a part of. 

By that, we mean supporting values of equality, diversity and inclusion. Going the extra mile to address issues of social and public concern or encouraging charitable initiatives and volunteering. We’re also looking to dealers who put the wellbeing of their staff and customers first, every time.

A dealer who has embraced and evidenced alignment to MotoNovo values. 

We work with trusted dealer partners around the UK and have a careful selection process to ensure we’re working with the best of the best. This award helps to recognise those dealers who come out in front by fully supporting MotoNovo products, launches and initiatives to drive performance and improve the customer journey.

We’ll be announcing the winners in just a few weeks! So, stay tuned to find out who the winners are and why we’re recognising them this quarter.


If you’re a MotoNovo dealer and want to find out more, chat to your Account Manager today.

Introducing... The Extra Mile Awards! Hear about our newest annual award ceremony where we're celebrating all the hard work our dealer partners are doing.

The Extra Mile Awards

“With showrooms set to re-open in England, Wales, and potentially Northern Ireland on April 12th, joining those in Scotland which are already open, dealers need to be ready for face-to-face contact with better informed, empowered and protected consumers who are increasingly likely to shop around for their car finance.”

 Our Deputy CEO Karl Werner has been reflecting on the recent FCA research published in February that gives an insight into how Covid-19 has impacted consumers managing their finances;

38% of consumers shopped around for their car finance

60% of consumers shopped around for their personal loan

Consumer satisfaction and trust ranked higher for personal loan providers

As a result of the last year, 29% of people are now more likely to shop around for  products, excluding insurance.

“The FCA's work reveals a classic ‘opportunity & threat’. Focusing on the opportunity, the already high number of people researching personal loans is likely to increase. More people could consider dealer  finance if it is competitive against a personal loan option.  It is why a risk-based pricing approach from dealers is so much more compelling than a fixed interest rate, as personal loan providers continue to demonstrate. The obvious risk is in not doing this,” observes Karl, highlighting three actions that dealers should already be embracing ahead of reopening and to comply with FCA requirements.

Review and update your online finance promotional activity,  showcasing your pricing proposition to  capture car buyers interest as they shop around online, staying aware of  financial promotion requirements;

Ensure that you have all necessary processes and controls in place to support Commission Disclosure online and in the showroom;

Develop your online finance proposition and capabilities to  provide a more transparent  and customer-controlled finance journey.

Visit our recovery and reinvention hub for more tips.

With 29% of people more likely to shop for financial service products, Deputy CEO Karl Werner reflects on the three actions dealers should be embracing ahead of reopening. 

News - April 2021

How dealers are delivering 'world class service' throughout the pandemic

The Extra Mile Awards

Helping customers find the right finance deal

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