I think the interest of dealerships in the motability scheme / motability customers has waned significantly in recent years – compounded further by the pandemic etc….
there was already disinterest and lack of customer service / knowledge by many dealers prior to March 2020 & a clearly ‘not fit fit purpose’ motsbility accreditation, training, monitoring and review system in place for accredited motability dealers.
The low or minimal profit margin for dealers in providing a car to motability customers has always placed prospective motability customers. This is now more evident and / or even blantent priority given to private retail and business customers take priority in allocations of vehicles. The pandemic, worldwide chip shortage etc… withstanding, and also acknowledging there are some good dealers / dealership networks, it’s been too easy to fob off, misinform and pride poor service & CRM.
The ever diminishing numbers of cars available and ever increasing [expotentially] AP’s has also impacted on the bigger picture too. As a long standing motability customer of 20+ years, the access to my vehicle is a lifeline, impresses my access and freedom & it’s a good use of my benefit to pay for it.
motabikity operations need to strategically review and improve their directorates, operations and be more focussed on the needs of us as customers / consumers! They need a more holistic and latest expertise and software to forward plan, financially model & negotiate the best outcomes from manufacturers – to ensure the best deals for motability customers. The accrediting scheme and processes for dealers to become accredited needs completely reworking tonne fit fir purpose, ensure more professional & focussed service to motsbility customers.
despite my concerns, whuch I’ve raised in writing to the Motability Chair & board, CEO & SMT and through the most senior politicians & senior civil servants linked to the scheme & DWP (unsurprisingly no resolve to recent emails / letters!!).
i still remain optimistic that the scheme will improve this year and definitely into 2023???