Vision

Our Customer 1st Vision

We have developed a simple and compelling vision: To be the world’s most customer-centric automotive retail group.

We believe the retail brand experience, based on the quality of service customers receive, is a strong differentiator in our industry.

It is our passion for superior customer service that reflects directly on the reputation of our brand partners, making this a compelling reason for them to select Inchcape as their partner of choice.

This ‘Customer 1st’ approach is central to our business and drives decisions taken at every level of the organisation. Understanding the customer’s view of our performance is vital and we continue to invest in mystery shopper, customer feedback programmes and leading technologies to support our activities.

These combine to give us a constant view of our performance from the customer’s perspective and help us identify opportunities the moment they emerge.

A diversified and resilient business model

Our business model has a number of key strengths including a diversity that ensures resilience and provides a balanced portfolio of income streams.

We have a broad geographic spread with scale positions and a presence in 26 mature and emerging markets. We benefit from a decentralised organisational model which enables us to stay close to changes in the marketplace and react quickly to flex our operational focus.