AN UPDATED agreement designed to set an industry wide fleet vehicle delivery standard for dealers is being launched by the Association of Fleet Professionals (AFP) this week.
The original Dealer Standard was created in April, 2022, and motor retailers including Marshall Motor Group, Inchcape, Sytner, William Morgan Group and Walton Audi have since signed up. Now, Richard Baird, company secretary and director at the AFP, explained the document had been revised with the aim of both promoting wider commitment and taking account of evolving car and van technology.
“We’ve seen a strong response to the Standard over the last couple of years from many parts of the dealer community who recognise the importance of ensuring consistently high service levels when it comes to dealer vehicle handovers to fleet drivers. It’s been very encouraging.
“However, our members continue to report widely varying and sometimes poor experiences from some dealers who have not committed to the agreement so we want to use this moment, with the reworking of the document, to re-promote the initiative.
“Our aim is to both encourage more manufacturers and dealers to join and also to create a position where fleets insist their suppliers adhere to the Standard. Really, it should become an industry default.”
The revised Dealer Standard has grown from 28 to 34 points, and has been created with the input of fleets, dealers and manufacturers, AFP director Julie Summerell said.
“The Dealer Standard is quite simple in its intent – to ensure the vehicle is delivered in excellent condition to the fleet end user, who is shown the fundamentals of how it works and treated courteously – and that remains the core of the reworked document.
“However, we’ve especially worked to tackle issues around increasingly sophisticated in-vehicle technology and growing adoption of electric vehicles. Dealers should carry out proper familiarisations. This is especially the case where drivers are moving from a petrol or diesel vehicle to a plug-in hybrid or full battery electric vehicle for the first time. They need to feel confident about factors such as understanding vehicle range and carrying out charging.”
Denise Lane, head of fleet at Euro Car Parts and an AFP director said that joining the Standard could help dealers avoid annoying delivery problems and increase their chances of winning business from major fleet customers.
“We regularly hear of vehicles delivered dirty or with damage, with limited or even no documentation, and the driver clearly being keen to get away and catch a train as soon as possible. This isn’t acceptable. Also, as previously reported by the AFP, there is some evidence that the agency model has made the situation worse.
“By becoming part of the Standard, dealers can gain a much better understanding of what fleets are looking for when it comes to vehicle delivery and create momentum within their organisations to ensure that these expectations are met. They’ll have happier customers.”
Webinars and other events will be held by the AFP to promote the new version of the Standard and the AFP was also examining the fee structure charged to dealers to take part in the initiative, AFP director James Pestell added.
“Our intention with the initiative is not to generate revenue for the AFP but to promote better delivery standards, and we are investigating a new fee structure that could make it easier for dealers to join. We’ll be announcing more details soon.”
AFP Dealer Standard 2024
What is the reason behind the AFP Dealer Standard?
The AFP Dealer Standard has been created to give fleet operators the confidence that drivers will receive a comprehensive and safe handover of new vehicles.
Cars and vans are becoming ever more complex and fitted with increasingly sophisticated equipment. This means that both the pre-delivery inspection (PDI) and driver handover of a new vehicle are becoming ever more critical.
The days when a driver could sit in a vehicle and familiarise themselves with all of its functions within a couple of minutes are long gone.
Safety, infotainment and other systems are often wide-ranging and complex, and require detailed and expert explanation.
In addition, drivers are taking delivery of their first electric vehicle (EV) and need more information and help, adding further layers of complexity.
The AFP Dealer Standard should be adopted by all corporate fleet dealers to support fleets and to promote best practice and as a benchmark for consistency of vehicle delivery.
What does the AFP Dealer Standard Include?
The standard consists of extensive checklists covering both PDI and driver handover. They are designed to ensure that the vehicle is delivered in excellent condition and that the driver is treated courteously and provided with an extensive understanding of its functions, especially when it comes to safety.
Pre-delivery standards
- Regular lead time updates should be provided to either the fleet customer, fleet operator and leasing company including further information in the event of any delays or changes in lead times and the reason. Confirmation should be provided to the customer when the vehicle is in stock, and the delivery date and time formalised.
- Comprehensive vehicle details including the registration and VIN details should be supplied as well as P11D and CO2 value follow-ups.
- Telematics devices, conversions, livery, racking etc if applicable, should be installed prior to delivery or as per the customers mandate.
- A certificate of conformity should be issued with each vehicle if provided by the manufacturer. If not supplied, copies should be available for the customer upon request but additional costs may be applied by the manufacturer or dealer.
- Delivery drivers should be competent and trained in the product they are delivering. If third party drivers are utilised then, as a minimum, the handover must cover main features and safety related items.
- The dealer should manage all communication with the customer and/or leasing company if the delivery time falls outside the agreed time slot.
- The dealer has the responsibility to ensure that a rigorous PDI process has been completed and adhere to all legal obligations associated with it.
Operational handover standards - The Vehicle
The vehicle should be supplied with:
- Company, leasing company, dealer and safety packs, as applicable
- Contact/helpline card if applicable
- Fitted carpet or rubber mats from the manufacturer or leasing company as part of a pack or as per the customers mandate.
- At least quarter of a tank of fuel for petrol or diesel cars or 50% charge for EVs. The low fuel light should never be showing.
- Driven delivery mileage must not exceed 100 miles for cars or 150 miles for a commercial vehicles unless otherwise agreed.
- The vehicle should be delivered covered or washed down prior to handover and be clean both externally and internally.
- The vehicle should never be handed over to the customer with any faults, damage or warning lights showing on the dashboard display. In the event of any of the above a proactive rectification process needs to be discussed with the customer to minimise inconvenience, downtime and cost.
Operational handover standards - The Delivery Driver
- The delivery driver should be of smart appearance and conduct themselves professionally, as well as being able to communicate clearly.
- The delivery driver should be aware that vehicles may be tracked and speeding or other offences in the vehicle will be noted and challenged.
- The customer should be contacted by the delivery driver prior to departure or safely during the journey with an estimated time of arrival.
- There should be no eating, drinking, smoking or vaping within vehicle.
Operational handover standards - The Handover
- As a minimum, a handover process is required either physically or virtually and must include basic driving and safety-related controls, as well as Bluetooth (phone pairing), navigation and other key features.
- Dealers should be able to advise the customer if required on where they can obtain support on using a vehicle app. This is particularly important on EVs that have preconditioning, vehicle locking and other essential features.
- Basic safety items should be shown to be present including spare wheel location, repair kit, locking wheel nut location and bonnet release.
- Guidance on refuelling, charging and additives should be provided. For EVs, this should cover charging cables.
- An instruction manual and service book should be provided or otherwise details given on how to access digital manuals found online or through the vehicle infotainment system.
- Inspection condition and handover documents should be provided, either on paper or electronically.
- The vehicle should be thoroughly checked for damage, and the driver given time to evaluate the vehicle and photograph any damage if applicable. A MoDel or alternative PDA unit should be used where possible.
- There should be a formal damage and compliant rectification process that is designed to minimise inconvenience, downtime and cost.
- Once the vehicle has been signed for, it is accepted that any issues outside of warranty must be dealt with by the driver.
- Post delivery the dealer should offer support and guidance on any follow-up questions or technical queries regarding the vehicle as required.
How do we ensure that dealer standards are maintained?
- Corporate dealers will need to join The AFP and commit to The AFP dealer standard.
- As part of the membership process the corporate dealer confirms acceptance of The AFP dealer standards.
- On acceptance dealers are welcome to use The AFP dealer standard logo.
- Any failures reported by AFP members will be shared with the relevant Manufacturer
Automotive and fleet writer for Broker News
