AFP relaunches Dealer Standard to tackle poor handovers

The Association of Fleet Professionals (AFP) has updated its Dealer Standard, which is designed to set an industrywide fleet vehicle delivery standard for dealers.

Originally created in 2022, the agreement has been revised with the aim of both promoting wider commitment and taking account of evolving car and van technology.

Richard Baird, company secretary and director at the AFP, said: “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.”

The revised Dealer Standard has grown from 28 to 34 points and 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.

AFP director Julie Summerell said: “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. 

She explained: “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.

 Further information about the Dealer Standard can be found at www.theafp.co.uk/afp-dealer-standard/.