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NATIONAL AUTOMOBILE DEALERS’ ASSOCIATION
Dealer Satisfaction Survey
2010 Report NAD4134 – October 2010
Table of Contents
1 Background ............................................................................................................................................... 1
2 Survey Results.......................................................................................................................................... 2
2.1 Report Structure ......................................................................................................................... 2
2.2 Dealer Satisfaction & Loyalty ..................................................................................................... 2
2.3 Communication & Relationships ................................................................................................ 3
2.4 Used Cars .................................................................................................................................. 3
2.5 CSI Program .............................................................................................................................. 3
2.6 Vehicle Range ............................................................................................................................ 4
2.7 Media Support ............................................................................................................................ 5
2.8 Labour Rates ............................................................................................................................. 5
3 Dealer, Customer and Investor Friendly? .......................................................................................... 10
3.1 Dealer Friendly – Questions & Weightings .............................................................................. 10
3.2 Customer Friendly – Questions & Weightings ......................................................................... 12
3.3 Investor Friendly – Questions & Weightings ............................................................................ 13
4 Overall Performance .............................................................................................................................. 14
4.1 Overall ...................................................................................................................................... 14
National Automobile Dealers’ Association – NADA
Dealer Satisfaction Survey 2010
1 Background
The National Automobile Dealers‟ Association (NADA) in South Africa has for a number of years, measured dealers‟ satisfaction with the various Manufacturers and Importers. The process began in 1996 and has grown year by year ultimately including a total of 40 brands in 2010.
The 2010 survey received results from more than 1000 Southern African dealer principals. The participating Passenger / Light Commercial Vehicle (LCV) brands were:
Audi Mahindra
BMW Mercedes Benz
Chrysler/Jeep/Dodge Mini
Citroen Mitsubishi
Daihatsu Nissan
FGASA Peugeot
Ford/Mazda Renault
GMSA SsangYong
Honda Subaru
Hyundai Suzuki
Jaguar Tata
Kia Toyota
Land Rover Volkswagen
Lexus Volvo
Now in its 15th year the results are eagerly
anticipated each year by the entire industry and are brought into sharp focus by a gala award ceremony that takes place in August.
In 2010 the survey process mainly followed the structure used in 2009. The following points are worth mentioning:
Prior to the fieldwork stage two separate consultation sessions were conducted with dealer council chairmen and manufacturers/importers respectively.
Inputs received from both parties were considered and relevant changes were made.
All dealer principals had the opportunity to take part and provide input.
The data collection method included email, fax and telephonic surveys.
Dealers were encouraged to consult with their dealer management teams on the questions and as a result answers are well considered responses.
The 2010 survey attempted to include questions relevant to the current economic climate experienced in the South African automotive industry.
This report serves to communicate the results of the passenger/LCV survey conducted. KA SMART Management Consultants (Pty) Ltd (KA SMART) have been involved with the survey since inception and have guided the evolution of the project.
2 Survey Results
2.1 Report Structure
The survey results are divided into a number of key focus areas – areas of interest to the NADA membership at large. These focus areas are:
Dealer Satisfaction & Loyalty;
Communication & Relationships;
Used Cars;
CSI Program;
Vehicle Range;
Franchise Agreements;
Vehicle Distribution;
Parts;
Warranty & Goodwill;
Franchise Compliance Audits;
Media Support;
Dealer Support – Training; and
Dealer Support – Development.
In consultation with the NADA executive all questions within each of the focus areas were categorised into Dealer Friendliness; Customer Friendliness; and Investor Friendliness.
2.2 Dealer Satisfaction & Loyalty
Two questions are rated in this section. The first question measures the Dealer Principal‟s satisfaction with the Brand. The following question was asked: “How satisfied are you with your Manufacturer/Importer?” This question is asked using a ten point rating scale with one being extremely dissatisfied and 10 being extremely satisfied.
The results are calculated using the average score per brand and is provided in Figure 1.
Following this probe dealer principals where asked whether they would provide positive referrals for their franchise to a friend wanting to buy a dealership.
Frederick Reichheld‟s Net-promoter analysis
1 is based on a similar question and
it provides an excellent basis for calculating loyalty.
The question‟s output enables the calculation of a “net-promoter score”, which is the ratio of promoters to detractors. Based on their responses on the 1 to 10 rating scale, dealer principals were grouped into “promoters” (9–10 rating – extremely likely to recommend), “passively satisfied” (7–8 rating), and “detractors” (1–6 rating – extremely unlikely to recommend).
By subtracting the percentage of detractors from the percentage of promoters a net-promoter score is arrived at. Figure 2 provides feedback on the above mentioned referral question.
84.3
%
84.0
%
83.2
%
83.2
%
83.1
%
82.1
%
81.6
%
80.5
%
80.0
%
79.6
%
78.9
%
78.4
%
77.8
%
77.0
%
76.8
%
76.8
%
76.5
%
74.8
%
74.7
%
74.7
%
72.0
%
70.0
%
70.0
%
67.1
%
63.1
%
61.7
%
57.0
%
45.6
%
National Average 2010, 74.0%
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
Hyu
nd
ai
Su
ba
ru
Da
iha
tsu
Ch
rysl
er
Jee
p D
od
ge
FG
ASA
Ssa
ng
Yo
ng
Su
zuki
Lan
d R
ove
r
Ja
gu
ar
Ho
nd
a
Vo
lksw
ag
en
GM
SA
KIA
Au
di
Re
na
ult
Me
rce
de
s B
en
z
TATA
BM
W
Vo
lvo
Toyo
ta
Lexu
s
Ma
hin
dra
MIN
I
Mitsu
bis
hi
Fo
rd M
azd
a
Citro
en
Nis
san
Pe
ug
eo
t
Figure 1“How satisfied are you with your Manufacturer/Importer?”
2009
92.7
%
89.5
%
88.2
%
86.3
%
86.1
%
85.5
%
85.4
%
85.0
%
84.3
%
83.7
%
83.7
%
83.3
%
82.3
%
82.0
%
81.9
%
81.4
%
78.9
%
76.7
%
76.7
%
74.8
%
74.7
%
73.3
%
72.4
%
70.0
%
61.5
%
60.0
%
58.0
%
47.8
%
National Average 2010, 79.0%
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
Hyu
nd
ai
Su
zuki
Lan
d R
ove
r
Ho
nd
a
Me
rce
de
s-B
en
z
Da
iha
tsu
KIA
SSA
NG
YO
NG
Toyo
ta
GM
SA
Ch
rysl
er
AU
DI
FG
ASA
SU
BA
RU
Vo
lksw
ag
en
Re
na
ult
JA
GU
AR
BM
W
LEX
US
TATA
VO
LVO
Ma
hin
dra
Fo
rd M
azd
a
Mitsu
bis
hi
Nis
san
Citro
ën
MIN
I
Pe
ug
eo
t
Figure 2“Provide positive referrals for your franchise to a friend wanting to buy a dealership?”
2009
2.3 Communication & Relationships
A key focus of the survey each year is to foster and improve communication and dialogue between the Manufacturers/ Importers and the dealers.
8 questions covered a number of aspects around communication and relationships. 4 of these questions focused on the tone of the relationship between the dealership and the Manufacturer/Importer; note the emphasised wording:
1. Communicates openly and honestly;
2. Committed to win/win solutions;
3. Leaders to behave with fairness and integrity; and
4. Values people and relationships ahead of short-term profits.
The average of these four questions, in combination provides a useful indicator of the state of the relationship between Manufacturer/Importer and dealer network. Figure 3 provides you with an accumulated view.
2.4 Used Cars
Dealers were asked whether a non-branded used car floor or a branded approved used car programme is more effective in increasing gross profits. The results are reflected in Figure 6:
2.5 CSI Program
Valuable input from the dealer council chairmen ensured that the CSI section was expanded. A greater degree of clarity and focus was introduced by dividing the CSI section into rating CSI as a measurement
86.0
84.3
84.2
83.5
83.1
82.9
81.4
80.7
78.7
78.5
78.2
78.0
76.9
76.4
75.5
74.8
74.4
73.4
73.3
73.3
72.4
70.0
70.0
67.5
66.0
63.8
53.8
52.4
Avera
ge
2010, 7
3.4
0 10 20 30 40 50 60 70 80 90 100
FGASA
Subaru
Chrysler Jeep Dodge
Hyundai
Daihatsu
SsangYong
Jaguar
Honda
TATA
GMSA
Land Rover
Suzuki
Volvo
KIA
Renault
Mercedes Benz
Audi
Toyota
Volkswagen
MINI
Mitsubishi
BMW
Lexus
Mahindra
Ford Mazda
Citroen
Nissan
Peugeot
Figure 3Communication & Relationships
2009
2010
Non Branded used car floor
41%
0%
14%
15%
20%
27%
29%
29%
31%
31%
33%
33%
34%
36%
37%
38%
39%
45.0%
46%
47%
49%
50%
50%
57%
58%
61%
65%
67%
80%
Approved Used vehicle programme
59%
100%
86%
85%
80%
73%
71%
71%
69%
69%
67%
67%
66%
64%
63%
62%
61%
55%
54%
53%
51%
50%
50%
43%
42%
39%
35%
33%
20%
Grand Total
LEXUS
SUBARU
Toyota
MINI
Mitsubishi
JAGUAR
VOLVO
SSANGYONG
Chrysler
Hyundai
Land Rover
Mercedes-Benz
FGASA
Nissan
BMW
AUDI
TATA
GMSA
Volkswagen
KIA
Renault
Suzuki
Daihatsu
Mahindra
Ford Mazda
Honda
Peugeot
Citroën
Figure 6“Which is more effective in increasing gross profit?”
versus rating CSI as a management process. Figure 5 provides some feedback regarding the cost associated with the respective CSI programmes.
Figure 7 reports on whether dealers believe that their Customer Satisfaction Program is effective as a management. Please note that Chrysler, Honda, Mahindra, SsangYong, Subaru and Suzuki were excluded from this question due to the respective Manufacturer not having a Customer Satisfaction Program at the time of the fieldwork stage.
Vehicle supply, vehicle quality and parts supply are all factors influencing CSI factors. Dealers were asked to rate the extent of the influence in Figure 8.
2.6 Vehicle Range
Dealers were asked “Does the range of vehicles available allow you to compete adequately in the market?” And if not “What do you believe is missing from the range?” Figure 6 showcases benchmarking across the dealer network on issues relating to an adequate vehicle range.
81.0
%
77.3
%
76.7
%
74.2
%
73.3
%
72.3
%
72.3
%
69.7
%
69.4
%
67.0
%
66.1
%
65.0
%
65.0
%
64.6
%
63.8
%
63.2
%
61.5
%
60.5
%
60.0
%
58.5
%
57.5
%
54.2
%
41.5
%
National Average 2010, 65.7%
0%
20%
40%
60%
80%
100%
120%
MIN
I
Hyu
nd
ai
JA
GU
AR
BM
W
SSA
NG
YO
NG
Vo
lksw
ag
en
Ho
nd
a
AU
DI
Toyo
ta
Me
rce
de
s-B
en
z
Mitsu
bis
hi
LEX
US
VO
LVO
Da
iha
tsu
La
nd
Ro
ve
r
KIA
GM
SA
Nis
san
SU
BA
RU
Re
na
ult
FG
ASA
Fo
rd M
azd
a
Pe
ug
eo
t
Ch
rysl
er
Citro
ën
Ma
hin
dra
Su
zuki
TATA
Figure 5“Are the CSI costs associated with your Manufacturer/Importer's branded approved
used vehicle programme reasonable?”
2009
Yes
86%
100%
100%
100%
100%
100%
100%
100%
100%
97%
96%
95%
95%
95%
93%
90%
85%
84.2%
81%
75%
40%
37%
31%
No
14%
0%
0%
0%
0%
0%
0%
0%
0%
3%
4%
5%
5%
5%
7%
10%
15%
16%
19%
25%
60%
63%
69%
Grand Total
FGASA
LEXUS
Mercedes-Benz
MINI
Mitsubishi
Peugeot
Renault
Toyota
KIA
AUDI
GMSA
BMW
Hyundai
Volkswagen
Land Rover
Daihatsu
TATA
Nissan
JAGUAR
Citroën
Ford Mazda
VOLVO
Chrysler
Honda
Mahindra
SSANGYONG
SUBARU
Suzuki
Figure 7“Do you believe that the current Customer Satisfaction
program is effective as a management tool?"
12.6%
12.2%
16.7%
28.7%
29.9%
0
20
40
60
80
100
120
140
160
180
1 2 3 4 5 6 7 8 9 10
Figure 8Factors Influencing CSI Levels
4.4 - vehicle supply
4.5 - vehicle quality
4.7 - parts supply
93.9
93.7
92.3
88.1
86.4
83.7
81.1
80.6
80.0
78.9
75.0
73.9
71.4
71.4
69.6
66.7
65.9
60.6
60.0
54.2
52.9
50.0
44.4
43.9
39.3
29.4
27.3
11.1
Avera
ge 2
010, 6
5.2
Audi
Volkswagen
FGASA
Hyundai
Land Rover
BMW
KIA
Mercedes Benz
MINI
Chrysler Jeep Dodge
Citroen
TATA
Mahindra
SsangYong
GMSA
Renault
Ford Mazda
Daihatsu
Subaru
Mitsubishi
Volvo
Lexus
Suzuki
Nissan
Honda
Peugeot
Toyota
Jaguar
Figure 5Adequate Vehicle Range
2009
2010
The results of the latter question are informative:
Citroen: SUV and larger sedan
Nissan: Competitive entry level vehicle
Daihatsu & Hyundai: Larger LCV range including leisure type bakkies and D/C
FGASA: SUV
Ford / Mazda: Taxi, Panel Van, Competitive SUV, small automatic
GMSA: SUV 4x4 passenger, like the Frontier
Honda: Cheap „A‟ segment entry level
Jaguar: Small, affordable entry vehicle to compete with 3-series / c-class
Mahindra: Small passenger sedan
Mini: Cheap Mini One
Mitsubishi: Single Cab bakkie
Peugeot: SUV & Family vehicles
Renault: More automatic options, Leisure bakkie range
Subaru & Suzuki: Diesel derivatives
Toyota: Small entry level, ½ Ton bakkie
VW: ½ Ton
Volvo: S60 replacement
2.7 Media Support
This section is dedicated to the marketing, advertising and public relations support provided by the Manufacturer/Importer for the respective product ranges. A ten point rating scale was used where 1 = not at all and 10 = to a large degree. The results are reflected in Figure 9.
2.8 Labour Rates In 2010 the NADA National Executive Council (NEC) took a decision to exclude the labour rates from the NADA DSi survey. Instead dealers were asked to rate the profitability of different labour rates as well as rating the flat time allowed to complete the services. Figure 10 provides feedback on what dealers believe to be a reasonable labour gross in the workshop.
Dealers were also asked to rate whether adequate compensation is provided for the time spent on the vehicle. Also included in Figure 11 is whether adequate compensation is provided for diagnostic time needed.
3.5%
8.5%
19.9%
37.9%
30.2%
0
50
100
150
200
250
1 2 3 4 5 6 7 8 9 10
Figure 9Media Support
5.2 - Marketing Support
5.3 - Advertising Support
5.4 - Public Relations Support
3.8%6.9%
18.3%
28.5%
8.7%
0
50
100
150
200
250
1 2 3 4 5 6 7 8 9 10
Figure 10Rate allows reasonable Labour Gross in the workshop
13.1 - Warranty Labour rate (63.0%)
13.2 - Maintenance Contract rate (65.9%)
6.6%
11.4%
18.6%
23.2%
6.0%
0
20
40
60
80
100
120
140
160
180
200
1 2 3 4 5 6 7 8 9 10
Figure 11Flat Rate Time allowed adequately compensates you...
13.3 - Actual time spent (62.7%)
13.4 - Diagnostic time needed (53.6%)
3 Dealer, Customer and Investor Friendly?
NADA determined that issues around the relationship between dealers and their respective Manufacturers/Importers can be categorised into three types:
1. Dealer Friendly
2. Customer Friendly
3. Investor Friendly
Some questions fall into more than one category and in such cases they are allocated to both groups. The net result is that there are 34 questions that measure Dealer Friendliness, 25 questions that measure Customer Friendliness and 33 questions that relate to Investor Friendliness.
NADA allocated an importance factor for each question using a 4 star system. I.e. a question of lesser importance was allocated 1 star vs. a major importance factor of 4 stars.
On this basis, for Dealer Friendliness there are 22 lone stars, 9 two stars, 1 three star and 2 four stars. By using a simple weighting amongst the Dealer Friendly questions the 1 star questions are weighted 2.0%, the 2 star questions are weighted 3.9%, the 3 star questions are weighted 5.9% and the 4 star questions are weighted 7.8% to derive a score out of 100.
For Customer Friendliness there are 16 lone stars, 6 two stars, 2 three stars and one 4 star. The 1 star questions are weighted 2.6%, the 2 star questions are weighted 5.3%, the 3 star questions are weighted 7.9% and the 4 star questions are weighted 10.5% to derive a score out of 100.
For Investor Friendliness there are 16 lone stars, 10 two stars, 3 three stars and 4 four stars giving a total score of 54. Therefore a lone star in this section is weighted 1.6% a two star is weighted 3.3% a three star is weighted 4.9% and a 4 star is weighted 6.6%.
3.1 Dealer Friendly – Questions & Weightings
83
.7
78
.8
78
.4
77
.3
76
.5
76
.4
76
.2
75
.8
75
.5
75
.3
75
.3
75
.0
74
.3
73
.7
73
.7
73
.5
72
.9
72
.1
71
.9
70
.9
70
.3
70
.1
68
.6
65
.4
62
.4
60
.7
60
.6
59
.1
Average 2010, 73.5
0.0
10.0
20.0
30.0
40.0
50.0
60.0
70.0
80.0
90.0
HY
UN
DA
I
JA
GU
AR
DA
IHA
TSU
REN
AU
LT
FG
ASA
GM
SA
LAN
D R
OV
ER
KIA
MER
CED
ES B
EN
Z
TOY
OTA
AU
DI
VO
LKSW
AG
EN
BM
W
VO
LVO
HO
ND
A
TATA
SSA
NG
YO
NG
MIN
I
LEX
US
MIT
SU
BIS
HI
CH
RY
SLE
R J
EEP
DO
DG
E
SU
BA
RU
SU
ZU
KI
FO
RD
MA
ZD
A
NIS
SA
N
CIT
RO
EN
MA
HIN
DR
A
PEU
GEO
T
“Dealer Friendly” Score
2009
2010
1.1 How satisfied are you with your Manufacturer/Importer 7.8
1.3 Provide positive referrals for your franchise to a friend wanting to buy a dealership 7.8
2.1 Communicates openly and honestly 2.0
2.2 Committed to win/win solutions 3.9
2.3 Trust their leaders to behave with fairness and integrity 2.0
2.4 Values people and relationships ahead of short-term profits 2.0
3.4 Are the CSI costs associated with your branded approved used vehicle programme reasonable? 3.9
4.2 Do you believe that the current CSI program improves your business? 2.0
4.3 Does your current CSI programme assist in improving your business? 2.0
4.8 Does your Manufacturer/Importer use CSI results to award rewards? 2.0
5.2 Does your Manufacturer/Importer provide adequate support i.e. marketing your product range? 2.0
5.3 Does your Manufacturer/Importer provide adequate support i.e. advertising your product range? 2.0
5.4 Does your Manufacturer/Importer provide adequate support i.e. public relations for your product range?
2.0
5.5 Rate the level of support you receive from your manufacturer/importer for dealer advertising programs
2.0
6.2 Your franchise agreement provide reasonable flexibility to make own decisions in running your business
3.9
7.1 Is the vehicle ordering process used, fair to all dealers 2.0
8.7 Rate the Support provided to get parts needed that are not readily available 3.9
9.3 Are warranty claims procedures clear and easy to understand? 2.0
9.4 Do you believe that warranty audits are handled fairly? 3.9
10.3 Do you believe that Franchise audits are relevant? 2.0
10.4 The Franchise audits conducted are professionally conducted 5.9
11.7 Provide effective technical training for dealer service staff 2.0
11.8 Provide effective technical training for Parts staff 2.0
11.9 Provide effective non-technical training for dealer service staff 2.0
11.10 Provide effective sales training for dealer staff 2.0
11.11 Does your Manufacturer/Importer subsidise cost for training? 2.0
11.12 Considering dealer time pressures and workload is dealer training schedule convenient 2.0
11.13 Your Manufacturer/Importer has effective strategies for vehicle financing 2.0
11.14 Support you receive from regional/area SALES manager/s add value to your dealership 2.0
11.15 Support from regional/area AFTER SALES manager/s adds value to your dealership 2.0
13.1 Does your Warranty Labour rate allow a reasonable labour Gross in the workshop? 3.9
13.2 Does your Maintenance Contract rate allow a reasonable labour Gross in the workshop? 3.9
13.3 Does your Flat rate time allowed adequately compensate you for actual time spent on the job? 3.9
13.4 Does the Flat rate time allowed - adequately compensate you for diagnostic time spent on the job? 3.9
3.2 Customer Friendly – Questions & Weightings
2.5 Makes it easy for your customers to do business with you 5.3
2.6 Sets the standard for excellence in its industry 10.5
2.7 Has a winning dealership strategy in terms of satisfying customers 7.9
4.1 Do you believe that the current CSI program is effective as a management tool? 5.3
4.4 To what degree is your customer satisfaction levels influenced by Vehicle Supply Problems 5.3
4.5 To what degree is your customer satisfaction levels influenced by Vehicle Quality Problems 5.3
4.6 To what degree Is your customer satisfaction levels influenced by poor or inadequate warranty and goodwill support
5.3
4.7 To what degree is your customer satisfaction levels influenced by Parts Supply Problems 2.6
7.2 Do you get accurate information on the progress of vehicle orders that you have placed? 2.6
7.3 Are vehicles delivered to your dealership regularly on time 2.6
7.5 When a new vehicle is launched is the vehicle allocation system used, fair to all dealers 2.6
7.6 Are you able to get enough stock to meet market demand 2.6
7.7 Are you usually able to get the right mix of vehicle models to meet market demand 2.6
8.2 Is parts availability from your Manufacturer/Importer at acceptable levels 2.6
8.3 Are parts delivered to your dealership regularly on time 2.6
8.4 Rate the Parts delivery system used by your Manufacturer/Importer 2.6
8.5 Are accessories delivered to your dealership regularly on time? 2.6
8.7 Rate the Support provided to get parts needed that are not readily available 5.3
9.1 Are they supportive when you need assistance on a customer Goodwill claim 7.9
9.2 Provide assistance for "Policy Claims" for customers eg. known defects outside warranty 2.6
11.7 Provide effective technical training for dealer service staff 2.6
11.8 Provide effective technical training for Parts staff 2.6
11.9 Provide effective non-technical training for dealer service staff 2.6
11.10 Provide effective sales training for dealer staff 2.6
11.13 Your Manufacturer/Importer has effective strategies for vehicle financing 2.6
79
.2
76
.0
75
.8
75
.5
75
.3
74
.3
71
.7
71
.1
70
.5
70
.4
69
.8
69
.0
68
.9
68
.5
68
.0
67
.1
65
.8
65
.8
65
.6
65
.1
65
.1
64
.2
61
.6
58
.2
56
.6
54
.5
52
.9
49
.6
Average 2010, 66.4
0.0
10.0
20.0
30.0
40.0
50.0
60.0
70.0
80.0
90.0
FG
ASA
HY
UN
DA
I
BM
W
MIN
I
JA
GU
AR
DA
IHA
TSU
MER
CED
ES B
EN
Z
REN
AU
LT
HO
ND
A
LEX
US
TATA
SSA
NG
YO
NG
LAN
D R
OV
ER
GM
SA
KIA
MIT
SU
BIS
HI
AU
DI
VO
LKSW
AG
EN
VO
LVO
TOY
OTA
CH
RY
SLE
R J
EEP
DO
DG
E
SU
BA
RU
SU
ZU
KI
MA
HIN
DR
A
FO
RD
MA
ZD
A
CIT
RO
EN
PEU
GEO
T
NIS
SA
N
“Customer Friendly” Score
2009
2010
3.3 Investor Friendly – Questions & Weightings
1.1 How satisfied are you with your Manufacturer/Importer 6.6
1.3 Provide positive referrals for your franchise to a friend wanting to buy a dealership 6.6
2.8 Attracts and retains outstanding people (employees, partners, etc.) 1.6
3.3 To what extent does a Manufacturer/Importer' branded approved used car programme add to used car gross profits?
3.3
3.7 Does the used car program assist in maintaining good used car values for the brand 1.6
3.9 Is the vehicle supply system for used vehicles from your manufacturer fairly handled? 1.6
4.2 Do you believe that the current CSI program improves your business? 1.6
4.3 Does your current CSI programme assist in improving your business? 1.6
4.8 Does your Manufacturer/Importer use CSI results to award rewards? 1.6
5.1 Does the range of vehicles available allow you to compete adequately in the market 6.6
5.5 Rate the level of support you receive from your manufacturer/importer for dealer advertising programs
1.6
6.1 Investment that you make in premises to comply with CI requirements are reasonable 3.3
6.2 Your franchise agreement provide reasonable flexibility to make own decisions in running your business
3.3
6.3 Is the cancellation clause provided for in your franchise agreement reasonable 4.9
6.4 In the event of cancellation is the notice period provided for fair and reasonable 1.6
6.5 Does your franchise agreement provide for arbitration/alternative dispute resolution 3.3
6.6 If a dealership is cancelled through no fault of its own, is there adequate compensation 4.9
7.5 When a new vehicle is launched is the vehicle allocation system used, fair to all dealers 1.6
7.6 Are you able to get enough stock to meet market demand 1.6
7.7 Are you usually able to get the right mix of vehicle models to meet market demand 1.6
8.6 Rate the Parts RETURN POLICY for aged/redundant stock used by your Manufacturer/Importer 1.6
9.4 Do you believe that warranty audits are handled fairly? 3.3
9.5 Are correctly submitted warranty reimbursement payments made on time as agreed 1.6
11.2 Do you believe that the method used to calculate interest free days are acceptable? 3.3
11.3 Provide financial assistance to purchase New Vehicle stock 4.9
11.4 Provide financial assistance to purchase required loan cars and demonstrators 1.6
11.5 Dealer margin on new vehicle sales, incl. incentives and rebates are reasonable 6.6
11.6 Gross Profit you make on parts are reasonable 1.6
11.11 Does your Manufacturer/Importer subsidise cost for training? 1.6
13.1 Does your Warranty Labour rate allow a reasonable labour Gross in the workshop? 3.3
13.2 Does your Maintenance Contract rate allow a reasonable labour Gross in the workshop? 3.3
13.3 Does your Flat rate time allowed adequately compensate you for actual time spent on the job? 3.3
13.4 Does the Flat rate time allowed - adequately compensate you for diagnostic time spent on the job? 3.3
76
.2
75
.0
70
.6
70
.5
69
.2
68
.5
68
.4
68
.4
68
.3
67
.7
67
.7
66
.9
66
.1
65
.9
65
.3
64
.1
64
.0
63
.4
63
.4
63
.3
61
.8
61
.0
59
.0
57
.9
57
.7
56
.3
55
.3
51
.7
Average 2010, 65.5
0.0
10.0
20.0
30.0
40.0
50.0
60.0
70.0
80.0
90.0
HY
UN
DA
I
FG
ASA
MIN
I
DA
IHA
TSU
JA
GU
AR
BM
W
MER
CED
ES B
EN
Z
REN
AU
LT
KIA
AU
DI
GM
SA
LEX
US
VO
LKSW
AG
EN
TATA
LAN
D R
OV
ER
SU
BA
RU
HO
ND
A
SSA
NG
YO
NG
VO
LVO
MIT
SU
BIS
HI
CH
RY
SLE
R J
EEP
DO
DG
E
TOY
OTA
FO
RD
MA
ZD
A
NIS
SA
N
SU
ZU
KI
CIT
RO
EN
MA
HIN
DR
A
PEU
GEO
T
“Investor Friendly” Score
2009
2010
4 Overall Performance
4.1 Overall
The complete results are presented in the appendix to this report in tabular format. The overall results are reflected in the following figure:
Consistently good ratings across most questions result in Hyundai and FGASA leading the scores by a significant margin. Both the Hyundai and FGASA brands achieved an average above 75% and therefore were the only Gold award winners for the 2010 survey. The most improved brand for the 2010 survey was Honda South Africa improving with more than 15% compared to the score obtained in 2009.
KA Smart has already started working on amendments, improvements and recommendations for the 2011 survey and will be looking forward to the consultation session to be hosted in February 2011. Please note that all participating brands are welcome to join this event and feel free to contact us for more detail closer to the time.
77
.6
77
.0
73
.6
73
.6
72
.8
72
.6
71
.3
71
.1
69
.8
69
.7
69
.3
69
.0
68
.9
68
.5
68
.4
67
.7
67
.5
66
.4
66
.3
65
.5
65
.3
64
.8
61
.4
59
.3
57
.5
56
.5
55
.5
53
.6
Average 2010, 67.4
0.0
10.0
20.0
30.0
40.0
50.0
60.0
70.0
80.0
90.0
HY
UN
DA
I
FG
ASA
DA
IHA
TSU
JA
GU
AR
MIN
I
BM
W
REN
AU
LT
MER
CED
ES B
EN
Z
GM
SA
KIA
LEX
US
TATA
LAN
D R
OV
ER
HO
ND
A
AU
DI
VO
LKSW
AG
EN
SSA
NG
YO
NG
VO
LVO
MIT
SU
BIS
HI
TOY
OTA
SU
BA
RU
CH
RY
SLE
R J
EEP
DO
DG
E
SU
ZU
KI
FO
RD
MA
ZD
A
MA
HIN
DR
A
CIT
RO
EN
NIS
SA
N
PEU
GEO
T
Overall ScoreDealer Friendly (20%); Customer Friendly (40%); Investor Friendly (40%)
2009
2010
APPENDIX
Do you represent any other brands? Please specify which:
SECTION1
1 How satisfied are you with your Manufacturer/Importer?
SECTION 2
Strongly Agree >>
<< Strongly Disagree Strongly Agree >>
<< Strongly Disagree
… has a winning dealership strategy in terms of satisfying
customers
<<Extremely Dissatisfied
5
… makes it easy for your customers to do business with you
Strongly Agree >>
Strongly Agree >>… values people and relationships ahead of it's own short-term
profits
<< Strongly Disagree
Very Likely >>
<< Strongly Disagree
Please rate your level of agreement. Your Manufacturer/Importer ('s) …
How long have you been the Dealer Principal with this Brand?
<< Not at all Likely
Is your Dealership part of a
Dealer Group?
Strongly Agree >>
8
If you were approached by a friend who was interested in
buying/purchasing a dealership, how likely are you to provide
positive referrals for your current franchise?
Very Likely >>
Email:
If Yes; which one?
… attracts and retains outstanding people (employees, suppliers,
etc.)
%
6
<< Strongly Disagree
2
<< Strongly Disagree
… is committed to win/win solutions
Dealership Name:
Dealer Principal:
Telephone:
3 … leaders behave with fairness and integrity
<< Strongly Disagree Strongly Agree >>
Strongly Agree >>
Strongly Agree >>
… sets the standard for excellence in its industry
7
<< Not at all Likely3
Given free choice how likely are you to be working with this
franchise/brand two years from now?
1
Does your franchisor have any, direct or indirect,
shareholding in your dealership?
… communicates openly and honestly
Extremely Satisfied>>
If yes, what percentage equity
do they hold?
2
Remember throughout the questionnaire this is the
Franchisor you are reporting on.Manufacturer/Importer:
How long has this dealership been open?
4
<< Strongly Disagree
1 2 3 4 5 6 7 8 9 10
1 2 3 4 5 6 7 8 9 10
1 2 3 4 5 6 7 8 9 10
1 2 3 4 5 6 7 8 9 10
1 2 3 4 5 6 7 8 9 10
1 2 3 4 5 6 7 8 9 10
1 2 3 4 5 6 7 8 9 10
1 2 3 4 5 6 7 8 9 10
1 2 3 4 5 6 7 8 9 10
1 2 3 4 5 6 7 8 9 10
Yes
No
Yes
No
1 2 3 4 5 6 7 8 9 10
SECTION 5
1a If No, What do you believe is missing from the range?
3
4
SECTION 6
Does the range of vehicles available from your Manufacturer/Importer allow you to compete
adequately in the market?
<< Not at All
To a Large Degree>>
To a Large Degree>><< Not at All
To a Large Degree>>
1
4
<< No Support Great Deal of Support>>
* In answering the following questions please note that:
Please rate the level of support you receive from your
Manufacturer/Importer for dealer advertising programs?
Marketing = Brand positioning and brand promotion
Public Relations = Press and media releases for your product range
Does your franchise agreement provide for arbitration and / or alternative dispute
resolution?
5
Does your franchise agreement provide you with reasonable flexibil ity so you can make
your own decisions in running your business?
When a dealership is cancelled, through no fault of the dealership, is reasonable
compensation provided for?
3
2
Is the cancellation clause provided for in your franchise agreement reasonable?
In the event of cancellation is the notice period provided for fair and reasonable?
6
Does your Manufacturer/Importer provide adequate support i.e.
public relations for your product range?
Advertising = Advertisements produced for media and marketing material for your vehicle range
Does your Manufacturer/Importer provide adequate support i.e.
marketing your product range?
5
Does your Manufacturer/Importer provide adequate support i.e.
advertising your product range?
<< Not at All
2
Do you believe that the investment that you have to make in premises to comply with the
Manufacturer/Importers corporate identity requirements is reasonable?
1
Yes
No
Yes
No
I don't know
Yes
No
I don't know
Yes
No
I don't know
Yes
No
I don't know
1 2 3 4 5 6 7 8 9 10
1 2 3 4 5 6 7 8 9 10
1 2 3 4 5 6 7 8 9 10
1 2 3 4 5 6 7 8 9 10
Yes
No
I don't know
Yes
No
I don't know
SECTION 7
SECTION 8
1
SECTION 9
3a
4a
SECTION 10
On 10 point scale where 1 = Unreasonable and 10 = Reasonable,
do you believe that the Franchise audits are professionally
conducted?
Does your Manufacturer/Importer conduct Franchise compliance audits?
Does your Manufacturer/Importer provide assistance for a customer - for example; claims for
known defects that occur outside of the warranty period?
Do you order parts for your dealership from: The manufacturer/ Importer
(Please tick the appropriate box)
2
Very Supportive>>
5
A parts wholesaler or distribution hub as in the case
of some dealer groups.
Very Good >>
Is your Manufacturer/Importer usually supportive when you
need assistance on a Goodwill claim for a customer?
Using a 10 point scale, where 1 = Very Bad and 10 = Very Good,
how would you rate the parts delivery system used by your
Manufacturer/ Importer?
Using a 10 point scale, where 1 = Very Bad and 10 = Very Good,
how would you rate the support provided to get parts needed
that are not readily available?
Using a 10 point scale, where 1 = Poor Condition and 10=
Excellent Condition, how would you rate the condition of new
vehicles that arrive at your dealership?
<< Poor Condition
3 Are vehicles delivered to your dealership regularly on time?
7
2
4Excellent Condition >>
7
3
Using a 10 point scale, where 1 = Very Bad and 10 = Very Good,
how would you rate the parts RETURN POLICY/SUPPORT for
aged/redundant stock used by your Manufacturer/Importer?
<< Not at All To a Large Degree>>
Are you able to get enough stock/order opportunity to meet market demand?
<<Not Very Supportive
Are you usually able to get the right mix/order of vehicle models to meet market demand?
Very Good >>
Are accessories delivered/ordered to your dealership regularly on time?
6
Very Good >>
4
<< Very Bad
1
When a new vehicle is launched, is the vehicle allocation/order
system used by your Manufacturer/Importer fair to all dealers?
<< Very Bad
4
2
1
3 Are warranty claim procedures clear and easy to understand?
5
1
6
Do you get accurate information on the progress of vehicle orders / allocations that have been
placed?
5
<< Very Bad
Are warranty reimbursement payments, which are correctly submitted, made on time as agreed?
Do you believe that warranty audits are handled fairly?
<<Unreasonable Reasonable >>
3
Are the requirements for Franchise audits clearly stipulated
On 10 point scale where 1 = Not Relevant and 10 = Very Relevant,
do you believe that Franchise audits are relevant?
<<Not Relevant Very Relevant>>
If NO, Please indicate what procedures are not clear and easy to understand:
if NO, Please indicate what aspects of the warranty audits are NOT handled fairly?
Are parts delivered to your dealership regularly on time?
2 Is parts availability from your Manufacturer/Importer at acceptable levels?
Is the vehicle ordering / allocation process used by your Manufacturer/Importer fair to all dealers?
4
1 2 3 4 5 6 7 8 9 10
1 2 3 4 5 6 7 8 9 10
1 2 3 4 5 6 7 8 9 10
1 2 3 4 5 6 7 8 9 10
1 2 3 4 5 6 7 8 9 10
Yes
No
Yes
No
Yes
No
Yes
No
Yes
No
Yes
No
Yes
No
Yes
No
Yes
No
Yes
No
Yes
No
1 2 3 4 5 6 7 8 9 10
1 2 3 4 5 6 7 8 9 10
Yes
No
N/A
1 2 3 4 5 6 7 8 9 10
Yes
No
Yes
No
N/A
SECTION 10
SECTION 11
1a
8
10
11
12a
13a
If from date of factory/ depot gate release, does the
manufacturer provide sufficient days for "transit times/
On 10 point scale where 1 = Not Acceptable and 10 = Acceptable,
do you believe that the method used to calculate interest free
days are acceptable?
<< Never
On 10 point scale where 1 = Unreasonable and 10 = Reasonable,
do you believe that the Franchise audits are professionally
conducted?
Does your Manufacturer/Importer conduct Franchise compliance audits?
Always>>
2
Always>>
5
Does your Manufacturer/Importer provide effective technical
training for dealer Service staff?
6
3
9
4
7
Does your Manufacturer/Importer provide financial assistance
to purchase New Vehicle stock?
Date of delivery to your dealership
Date of factory/depot gate release
2
Always>>
<< Not Acceptable Acceptable>>
1 At what point does the Manufacturer/Importer start counting
interest free days?
(Please tick the appropriate box)
<< Never
<< Never
<< Never
<< Never
Does the support that you receive from the regional/area AFTER
SALES manager/ field staff add value to your dealership?
Always>>
Do you believe that your Manufacturer/Importer has effective strategies for vehicle financing?
Always>><< Never12
13
Does your Manufacturer/Importer provide effective technical
training for Parts staff?
<< Never
15
<< Never
What products or processes can be included to make the current strategies for vehicle financing more effective?
Always>>
<<Never
Always>>
Always>>
Always>>
Does the support that you receive from the regional/area SALES
manager/ field staff add value to your dealership?
Does your Manufacturer/Importer provide financial assistance
to purchase required loan cars and demonstrators?
<< Never
What products or processes can be included to make the current strategies for dealer training more effective?
Always>>
1
Considering dealer time pressures and workload, is the dealer
training schedule convenient?
<< Never
<<Unreasonable Reasonable >>
3
Does your Manufacturer/Importer subsidise cost for training?
14
Does your Manufacturer/Importer provide effective sales
training for dealer staff?
Does your Manufacturer/Importer provide effective non-
technical training for Service dealer service staff?
Do you believe that the Gross Profit you make on parts is
reasonable?
Are you satisfied that your average dealer margin on new vehicle
sales, including incentives and rebates is reasonable?
Are the requirements for Franchise audits clearly stipulated
Always>>
<< Never Always>>
Always>><< Never
On 10 point scale where 1 = Not Relevant and 10 = Very Relevant,
do you believe that Franchise audits are relevant?
<<Not Relevant Very Relevant>>
4
1 2 3 4 5 6 7 8 9 10
1 2 3 4 5 6 7 8 9 10
1 2 3 4 5 6 7 8 9 10
1 2 3 4 5 6 7 8 9 10
1 2 3 4 5 6 7 8 9 10
1 2 3 4 5 6 7 8 9 10
1 2 3 4 5 6 7 8 9 10
1 2 3 4 5 6 7 8 9 10
1 2 3 4 5 6 7 8 9 10
Yes
No
Yes
No
1 2 3 4 5 6 7 8 9 10
1 2 3 4 5 6 7 8 9 10
1 2 3 4 5 6 7 8 9 10
1 2 3 4 5 6 7 8 9 10
N/A
Yes
No
N/A
1 2 3 4 5 6 7 8 9 10
1 2 3 4 5 6 7 8 9 10
N/A
1 2 3 4 5 6 7 8 9 10
N/A
SECTION 12
1
2 If you could choose another MOTOR franchise which one would you most l ike to have?
2a Why would you choose that Franchise?
SECTION 13
SECTION 14
2
On 10 point scale where 1 = Not enough and 10 = Adaquate time,
does your Flat rate time allowed adequately compensate you for
actual time spent on the job?
<< Not enough
Very Profitable>>2
Adaquate >>
1
On 10 point scale where 1 = Not Profitable and 10 = Very
Profitable, does your Maintenance Contract rate allow you a
reasonable labour Gross in the workshop?
4 On 10 point scale where 1 = Not Enough and 10 = Adaquate time
does the Flat rate time allowed adequately compensate you for
DIAGNOSTIC time needed for the job?
<< Not enough
3
NADA is the national body that represents the interests of all the dealers. What do you think the main priority of
NADA’s activities over the next 12 months should be?
Adaquate >>
If you were approached by another dealer who is not a NADA
member how likely are you to recommend that he/she become a
NADA member?
Finally we would like to use this opportunity to update the NADA database. Please provide the following
information:
Email:
<< Not Profitable
Parts Manager:
3
Email:
F&I or Business Manager 2: Email:
Email:
Email:F&I or Business Manager 1:
<< Very Poor
Email:Sales Manager:
<< Not at all Likely
Used Car Manager:
Excellent>>Using a ten point rating scale, where 10 = Excellent and 1 = Very
Poor; How do you rate NADA on Communication and Keeping
Dealers Informed?
Service Manager:
Very Likely >>
On 10 point scale where 1 = Not Profitable and 10 = Very
Profitable, does your Warranty Labour rate allow you a
reasonable labour Gross in the workshop?
1 << Not Profitable
4
What is the one thing your Franchisor can do to increase your loyalty to them?
Very Profitable>>
1 2 3 4 5 6 7 8 9 10
1 2 3 4 5 6 7 8 9 10
1 2 3 4 5 6 7 8 9 101 2 3 4 5 6 7 8 9 10
1 2 3 4 5 6 7 8 9 101 2 3 4 5 6 7 8 9 10
1 2 3 4 5 6 7 8 9 101 2 3 4 5 6 7 8 9 10
1 2 3 4 5 6 7 8 9 10
N/A
N/A
SECTION 15
If your answer to question 1 was yes, can you please specify at what level you are BBBEE accredited?
1 Has your company/dealership been BBBEE certified yet?
If YES, Which rating agency was used?1a
Date:Signed:
2
Yes
No
In
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Sample 906 33 43 19 12 34 13 86 81 28 42 9 37 22 6 15 31 10 24 68 18 38 14 10 20 23 90 63 17
2009 65.7 67.1 61.8 71.5 63.7 70.4 61.7 61.9 73.5 61.1 65.4 52.6 77.8 65.0 73.8 66.0 64.0 59.5 67.2 65.7 62.3 56.9 59.0 72.8 67.1 62.1 57.6 63.6 66.5 64.7
Overall 67.4 71.2 65.2 68.4 72.6 64.8 56.5 73.6 77.0 59.3 69.8 68.5 77.6 73.6 69.7 68.9 69.3 57.5 71.1 72.8 66.3 55.5 53.6 71.3 67.5 65.3 61.4 69.0 65.5 67.7 66.4
Dealer Friendly (20%) 73.5 75.9 70.2 75.3 74.3 70.3 60.7 78.4 76.5 65.4 76.4 73.7 83.7 78.8 75.8 76.2 71.9 60.6 75.5 72.1 70.9 62.4 59.1 77.3 72.9 70.1 68.6 73.5 75.3 75.0 73.7
Customer Friendly (40%) 66.4 71.3 64.9 65.8 75.8 65.1 54.5 74.3 79.2 56.6 68.5 70.5 76.0 75.3 68.0 68.9 70.4 58.2 71.7 75.5 67.1 49.6 52.9 71.1 69.0 64.2 61.6 69.8 65.1 65.8 65.6
Investor Friendly (40%) 65.5 68.4 61.6 67.7 68.5 61.8 56.3 70.5 75.0 59.0 67.7 64.0 76.2 69.2 68.3 65.3 66.9 55.3 68.4 70.6 63.3 57.9 51.7 68.4 63.4 64.1 57.7 65.9 61.0 66.1 63.4
1.1 How satisfied are you with your Manufacturer/Importer 74.0 81.0 71.0 77.0 74.8 83.2 61.7 83.2 83.1 63.1 78.4 79.6 84.3 80.0 77.8 80.5 72.0 70.0 76.8 70.0 67.1 57.0 45.6 76.8 82.1 84.0 81.6 76.5 74.7 78.9 74.7
1.3 Provide positive referrals for your franchise to a friend wanting to buy a dealership 79.0 85.2 74.1 83.3 76.7 83.7 60.0 85.5 82.3 72.4 83.7 86.3 92.7 78.9 85.4 88.2 76.7 73.3 86.1 58.0 70.0 61.5 47.8 81.4 85.0 82.0 89.5 74.8 84.3 81.9 74.7
2.1 Communicates openly and honestly 74.0 80.9 72.7 77.6 71.6 84.2 67.5 82.1 84.2 66.7 78.9 80.7 83.7 81.1 75.4 78.2 66.7 66.0 75.8 77.0 73.8 54.2 52.8 75.5 83.6 86.0 76.3 78.6 75.0 75.2 78.8
2.2 Committed to win/win solutions 72.8 81.0 70.1 73.3 70.2 83.2 63.3 81.5 86.9 63.6 78.8 80.0 85.0 82.2 76.2 80.5 65.0 65.3 73.2 73.0 70.0 53.4 50.6 75.0 82.1 83.0 78.9 77.8 72.4 73.5 76.5
2.3 Trust their leaders to behave with fairness and integrity 75.8 83.8 75.0 76.3 71.4 86.3 66.7 85.9 89.2 70.5 79.6 83.2 84.8 84.4 79.2 79.1 76.7 72.0 78.4 75.0 76.3 55.9 55.0 77.1 85.0 86.0 82.6 81.7 76.1 75.1 77.1
2.4 Values people and relationships ahead of short-term profits 70.8 78.4 68.8 70.6 66.7 82.9 57.5 82.9 83.8 63.2 76.7 78.9 80.5 77.8 74.9 75.0 71.7 66.7 71.9 68.0 69.6 51.8 51.1 74.5 80.7 82.0 74.2 76.5 70.2 69.5 75.3
2.5 Makes it easy for your customers to do business with you 71.7 80.4 70.4 71.8 74.4 81.6 54.5 82.9 82.3 59.1 76.2 80.0 84.8 76.7 74.9 72.3 65.0 64.0 70.3 77.8 70.8 53.7 55.9 77.5 80.7 82.0 81.1 77.8 70.6 72.4 77.1
2.6 Sets the standard for excellence in its industry 75.3 82.7 74.8 79.1 83.5 83.2 51.7 83.6 81.5 62.0 77.1 84.6 90.5 78.9 77.8 74.1 81.7 60.0 84.2 76.0 74.2 54.6 46.7 79.2 85.0 82.0 78.9 75.5 79.7 82.2 72.4
2.7 Has a winning dealership strategy in terms of satisfying customers 73.9 81.2 73.0 75.2 81.4 81.1 50.8 82.9 83.8 62.3 77.5 82.1 87.4 77.8 78.4 72.7 73.3 65.3 78.4 79.0 71.7 51.3 47.2 80.8 83.6 77.0 81.6 74.8 77.0 76.3 77.1
2.8 Attracts and retains outstanding people (employees, partners, etc.) 70.6 77.3 65.9 75.2 74.7 80.0 50.8 77.6 68.5 63.1 74.7 78.2 86.2 75.6 73.0 70.9 63.3 60.0 70.6 71.0 62.5 52.1 39.4 73.7 79.3 78.0 80.0 71.7 71.0 77.0 74.1
3.3 What extent a Man./Importer' branded approved used car programme add to used car gross profits? 62.8 72.4 57.0 73.6 73.3 67.7 57.0 42.5 56.8 63.6 73.9 50.0 62.3 60.0 80.0 70.7 68.0 65.7 57.0 40.8 47.4 64.6 57.5 73.3 73.0 60.0
3.4 Are the CSI costs associated with your branded approved used vehicle programme reasonable? 65.7 72.3 60.7 69.7 74.2 64.6 57.5 54.2 61.5 72.3 77.3 76.7 63.2 63.8 65.0 67.0 81.0 66.1 60.5 41.5 58.5 73.3 60.0 69.4 72.3 65.0
3.7 Does the used car program assist in maintaining good used car values for the brand 74.0 90.8 61.0 93.8 92.9 74.1 50.0 47.3 64.1 82.6 80.6 50.0 71.4 40.0 100.0 82.1 100.0 68.2 69.8 46.7 60.0 69.2 100.0 91.5 88.7 76.5
3.9 Is the vehicle supply system for used vehicles from your manufacturer fairly handled? 62.5 84.1 57.1 69.2 82.5 82.4 66.7 69.0 60.0 30.4 42.9 89.5 73.0 87.5 60.7 57.1 100.0 10.0 96.4 87.5 95.7 62.2 85.7 52.0 61.5 57.1 42.9 66.7 34.8 73.0 78.6
4.1 Do you believe that the current CSI program is effective as a management tool? 85.6 100.0 85.2 96.0 94.9 40.0 85.2 100.0 36.8 95.2 94.9 75.0 96.7 90.0 100.0 100.0 100.0 100.0 81.4 100.0 100.0 84.2 100.0 93.2 31.3
4.2 Do you believe that the current CSI program improves your business? 86.2 100.0 86.7 96.2 91.9 50.0 86.7 100.0 40.7 95.7 94.9 62.5 93.8 90.0 100.0 100.0 100.0 100.0 79.5 87.5 100.0 85.7 100.0 97.8 31.3
4.3 Does your current CSI programme assist in improving your business? 66.4 74.3 56.7 70.6 74.7 40.0 75.0 56.2 50.6 63.4 83.1 80.0 74.3 72.3 56.7 67.4 68.0 62.1 56.2 45.6 67.9 74.8 67.4 70.3 72.9
4.4 To what degree is your customer satisfaction levels influenced by Vehicle Supply Problems 33.2 42.7 30.0 22.8 48.1 31.1 40.0 44.7 55.4 27.5 34.8 47.1 30.5 58.9 32.8 40.5 36.7 38.5 36.5 44.0 29.6 27.8 34.4 34.7 47.7 38.8 20.5 41.4 22.4 22.7 42.5
4.5 To what degree is your customer satisfaction levels influenced by Vehicle Quality Problems 38.5 47.1 33.6 40.3 40.9 36.7 28.3 44.8 47.7 32.3 37.5 60.0 40.7 56.7 46.5 43.2 58.3 45.4 42.3 27.0 29.6 25.7 23.9 29.7 57.7 58.8 60.5 35.7 37.3 34.8 38.8
4.6 To what degree Is your customer satisfaction levels influenced by poor or inadequate warranty and goodwill support40.8 49.1 36.4 37.6 52.1 35.3 23.3 45.6 43.1 39.2 43.7 53.2 41.0 63.3 41.6 43.6 45.0 46.2 35.2 54.0 28.8 29.4 17.8 45.3 56.9 61.1 52.6 35.0 40.2 37.9 40.7
4.7 To what degree is your customer satisfaction levels influenced by Parts Supply Problems 32.0 41.5 29.8 28.4 45.1 26.8 30.0 39.1 41.5 32.9 30.6 41.4 33.3 46.7 34.7 35.0 53.3 43.1 30.6 41.0 26.3 19.3 20.0 33.2 52.5 47.8 30.0 31.0 24.0 29.7 35.6
4.8 Does your Manufacturer/Importer use CSI results to award rewards? 94.5 100.0 100.0 100.0 100.0 0.0 100.0 100.0 100.0 100.0 100.0 0.0 100.0 100.0 100.0 100.0 100.0 0.0 100.0 100.0 100.0 100.0 100.0 100.0 0.0 0.0 0.0 100.0 100.0 100.0 100.0
5.1 Does the range of vehicles available allow you to compete adequately in the market 65.2 80.9 52.1 93.9 83.7 78.9 75.0 60.6 92.3 65.9 69.6 39.3 88.1 11.1 81.1 86.4 50.0 71.4 80.6 80.0 54.2 43.9 29.4 66.7 71.4 60.0 44.4 73.9 27.3 93.7 52.9
5.2 Does your manufacturer/Importer provide adequate support i.e. marketing your product range? 72.9 79.7 66.2 75.3 73.1 82.6 71.7 79.1 46.9 66.5 66.8 60.4 90.7 64.4 80.0 77.3 71.7 53.1 81.3 67.0 65.8 66.6 55.6 80.8 80.0 50.0 80.0 78.3 78.1 79.4 66.3
5.3 Does your manufacturer/Importer provide adequate support i.e. advertising your product range? 71.2 76.6 63.8 74.5 70.5 81.1 69.2 77.4 50.8 64.6 67.8 58.9 87.9 58.9 77.5 74.5 66.0 50.7 80.3 63.0 66.3 65.6 57.8 77.4 75.7 51.0 72.1 74.8 76.7 76.4 68.2
5.4 Does your manufacturer/Importer provide adequate support i.e. public relations for your product range? 71.9 77.7 65.8 73.0 71.2 80.0 68.3 77.6 56.9 60.8 69.4 71.8 86.8 83.3 77.8 75.9 63.3 53.6 79.7 76.0 67.9 63.7 63.3 77.9 73.6 57.0 78.9 74.3 74.7 76.3 73.5
5.5 Rate the level of support you receive from your manufacturer/importer for dealer advertising programs 65.2 72.4 58.0 72.7 61.4 80.0 65.0 73.0 65.4 53.0 74.1 73.0 76.8 60.0 69.4 71.4 65.0 42.9 74.8 56.0 66.3 55.3 47.2 65.9 64.3 51.0 55.8 71.4 60.1 72.1 67.1
6.1 Investment that you make in premises to comply with CI requirements are reasonable 87.8 90.8 83.3 86.4 87.1 100.0 85.7 90.3 80.0 89.2 89.4 91.3 78.4 85.7 90.9 70.6 80.0 90.9 90.9 83.3 84.6 81.8 92.3 90.6 83.3 77.8 100.0 83.3 90.7 88.1 100.0
6.2 Your franchise agreement provide reasonable flexibility to make own decisions in running your business 88.8 94.6 87.9 89.7 96.6 93.8 88.9 87.9 91.7 87.8 94.7 80.8 80.0 100.0 89.2 72.7 100.0 100.0 72.2 100.0 92.9 85.2 93.8 94.4 91.7 88.9 94.4 94.7 85.9 90.2 82.4
6.3 Is the cancellation clause provided for in your franchise agreement reasonable 53.6 63.1 46.9 53.8 60.0 46.7 50.0 53.1 75.0 49.2 66.2 50.0 58.5 87.5 54.1 31.6 80.0 72.7 27.3 71.4 47.1 69.5 35.7 57.6 50.0 60.0 44.4 52.6 45.8 42.9 41.2
6.4 In the event of cancellation is the notice period provided for fair and reasonable 50.1 61.7 41.1 56.5 43.3 28.6 63.6 56.3 75.0 44.4 61.2 44.0 53.7 87.5 56.8 35.0 80.0 63.6 26.1 83.3 33.3 62.3 33.3 57.1 50.0 55.6 38.9 52.9 37.5 43.8 43.8
6.5 Does your franchise agreement provide for arbitration/alternative dispute resolution 49.3 59.8 40.5 40.7 29.4 50.0 83.3 45.2 76.9 41.9 58.7 44.0 61.0 85.7 54.3 33.3 80.0 50.0 39.3 57.1 42.9 66.7 56.3 62.2 33.3 40.0 33.3 50.0 40.3 43.4 25.0
6.6 If a dealership is cancelled through no fault of its own, is there adequate compensation 14.9 21.2 6.2 11.1 16.2 0.0 11.1 19.4 40.0 12.2 25.7 21.7 26.8 0.0 18.2 10.5 0.0 12.5 0.0 50.0 0.0 16.4 7.7 20.6 8.3 33.3 17.6 31.6 4.7 2.1 11.8
7.1 Is the vehicle ordering process used, fair to all dealers 67.4 85.4 66.5 78.8 69.8 89.5 75.0 76.5 92.3 39.5 66.3 96.4 75.6 87.5 70.3 72.7 50.0 92.9 90.3 80.0 83.3 38.8 64.7 68.4 78.6 90.0 57.9 69.6 62.9 66.7 64.7
7.2 Do you get accurate information on the progress of vehicle orders that you have placed? 73.7 90.7 68.2 75.0 97.7 89.5 58.3 82.4 84.6 50.0 76.5 96.4 90.5 100.0 67.6 90.9 83.3 64.3 93.3 100.0 91.3 38.8 55.6 71.1 78.6 70.0 57.9 81.8 75.3 68.9 93.8
7.3 Are vehicles delivered to your dealership regularly on time 65.3 84.2 58.4 65.6 87.8 68.4 66.7 88.2 100.0 39.3 71.8 51.9 85.7 77.8 64.9 77.3 33.3 42.9 86.7 100.0 82.6 34.8 58.8 68.4 92.9 70.0 57.9 78.3 53.9 61.0 93.8
7.5 When a new vehicle is launched is the vehicle allocation system used, fair to all dealers 70.7 79.1 70.7 75.3 73.5 79.5 72.5 80.9 79.2 57.6 70.4 80.7 81.2 78.9 71.7 70.9 68.3 72.1 79.0 85.0 75.0 51.0 68.9 73.7 73.6 79.0 81.6 77.4 66.0 70.5 72.9
7.6 Are you able to get enough stock to meet market demand 50.2 81.8 41.5 34.4 74.4 47.4 81.8 88.2 100.0 14.5 44.9 70.4 52.4 88.9 50.0 18.2 40.0 92.3 80.6 100.0 62.5 31.3 58.8 59.5 57.1 90.0 15.8 81.8 43.0 33.3 50.0
7.7 Are you usually able to get the right mix of vehicle models to meet market demand 50.8 78.9 48.1 30.3 60.5 63.2 75.0 85.3 84.6 16.9 46.2 88.9 87.8 77.8 66.7 40.9 80.0 76.9 74.2 90.0 62.5 21.2 50.0 58.3 57.1 90.0 68.4 72.7 28.9 29.5 37.5
8.2 Is parts availability from your Manufacturer/Importer at acceptable levels 70.3 81.9 66.9 75.8 85.7 73.7 54.5 77.4 92.3 76.8 61.5 82.1 87.5 66.7 69.4 68.2 100.0 69.2 63.3 70.0 73.9 36.4 72.2 81.6 84.6 50.0 64.7 82.6 67.0 68.3 70.6
8.3 Are parts delivered to your dealership regularly on time 79.4 87.5 73.9 69.7 88.1 84.2 63.6 87.5 100.0 80.5 88.2 100.0 87.5 77.8 71.4 90.9 100.0 76.9 87.1 80.0 87.5 54.7 64.7 83.8 76.9 70.0 76.5 78.3 70.5 76.7 88.2
8.4 Rate the Parts delivery system used by your Manufacturer/Importer 75.6 79.4 73.0 72.4 81.4 78.9 67.5 77.1 86.9 76.7 79.7 77.5 80.5 78.9 72.2 79.5 81.7 77.1 78.7 81.0 78.3 60.4 65.6 79.2 73.1 73.0 69.5 76.8 73.0 77.3 79.4
8.5 Are accessories delivered to your dealership regularly on time? 72.7 87.3 69.4 82.8 87.2 82.4 60.0 82.1 100.0 64.0 69.6 83.3 86.1 87.5 82.8 95.0 100.0 75.0 100.0 88.9 94.7 44.4 50.0 78.8 69.2 50.0 86.7 72.7 41.5 75.0 100.0
8.6 Rate the Parts RETURN POLICY for aged/redundant stock used by your Manufacturer/Importer 57.7 63.5 53.3 58.1 53.6 78.3 34.2 67.4 63.3 60.2 65.1 58.5 71.4 57.5 53.9 63.6 56.7 61.4 79.0 53.0 73.9 33.3 36.5 56.3 59.2 53.0 42.1 61.4 52.6 58.5 58.2
8.7 Rate the Support provided to get parts needed that are not readily available 64.4 71.5 63.7 67.0 74.7 73.2 50.0 68.1 76.9 61.4 67.1 69.3 73.3 72.2 59.2 70.5 70.0 65.7 72.8 72.0 70.4 41.0 51.1 71.1 65.4 67.0 52.1 68.3 61.9 65.5 67.1
9.1 Are they supportive when you need assistance on a customer Goodwill claim 68.4 74.5 63.9 69.7 75.8 66.3 45.8 70.7 77.7 71.3 74.6 70.4 77.8 74.4 64.2 78.2 61.7 67.7 63.7 70.0 60.8 50.3 39.4 77.6 68.5 75.0 62.6 65.9 71.3 71.0 64.7
9.2 Provide assistance for "Policy Claims" for customers eg.known defects outside warranty 77.1 84.2 65.0 56.3 83.7 73.7 54.5 80.6 100.0 78.8 86.1 82.1 81.0 88.9 83.3 90.9 66.7 57.1 61.3 90.0 66.7 63.2 38.9 94.7 84.6 75.0 63.2 82.6 82.0 75.8 82.4
9.3 Are warranty claims procedures clear and easy to understand? 91.9 96.5 89.4 87.9 69.8 94.7 83.3 93.5 92.3 95.3 96.1 96.3 97.6 100.0 97.2 90.9 100.0 92.9 96.8 50.0 95.8 92.6 76.5 97.3 92.3 100.0 84.2 91.3 95.4 87.1 94.1
9.4 Do you believe that warranty audits are handled fairly? 84.7 95.7 74.1 87.9 65.1 84.2 54.5 90.3 92.3 73.5 98.7 100.0 88.1 87.5 86.1 81.8 100.0 100.0 67.7 60.0 70.8 74.6 43.8 94.7 84.6 100.0 100.0 91.3 96.6 83.9 94.1
9.5 Are correctly submitted warranty reimbursement payments made on time as agreed 91.9 96.4 87.5 100.0 90.7 88.9 54.5 96.8 92.3 96.4 96.3 96.4 88.1 66.7 94.4 95.5 100.0 100.0 93.5 100.0 91.7 82.4 58.8 86.8 92.3 90.0 84.2 87.0 97.7 95.2 100.0
10.3 Do you believe that Franchise audits are relevant? 73.7 79.1 70.0 74.1 69.8 78.9 52.0 78.4 72.3 64.2 80.9 77.1 83.5 75.0 79.4 79.0 76.0 70.0 76.3 68.0 70.0 62.8 54.7 79.1 87.3 84.3 76.9 82.6 77.6 70.8 72.4
10.4 The Franchise audits conducted are professionally conducted 76.2 81.8 73.9 81.8 75.0 74.2 57.8 81.3 73.1 65.8 81.7 83.2 85.8 90.0 80.0 81.5 80.0 77.8 73.7 80.0 68.7 64.5 66.5 80.9 84.5 86.7 78.9 83.2 75.6 78.4 81.2
11.2 Do you believe that the method used to calculate interest free days are acceptable? 69.9 74.4 66.5 67.3 79.8 72.6 56.4 68.8 73.8 68.8 68.9 51.2 83.9 78.9 65.7 65.5 93.3 53.8 73.5 72.0 67.9 64.7 55.9 69.2 75.0 71.1 79.4 69.1 75.6 68.7 66.5
11.3 Provide financial assistance to purchase New Vehicle stock 56.7 70.6 44.2 41.2 62.3 71.7 40.8 71.3 59.2 71.8 42.9 59.6 68.0 73.3 57.1 51.4 62.0 30.7 81.3 67.0 76.3 56.3 41.1 55.9 70.0 41.1 40.5 72.9 45.5 46.6 48.8
11.4 Provide financial assistance to purchase required loan cars and demonstrators 65.0 76.1 57.9 69.1 82.8 74.2 55.8 72.7 85.4 74.0 57.4 60.7 79.3 75.6 67.3 80.0 25.0 35.7 81.3 89.0 76.7 58.5 63.3 74.2 69.3 56.7 44.1 72.3 29.0 67.1 77.6
11.5 Dealer margin on new vehicle sales, incl. incentives and rebates are reasonable 68.7 73.9 61.3 74.8 62.1 73.7 63.3 72.4 82.3 72.3 69.9 73.3 82.4 84.4 69.7 84.5 56.7 55.0 68.1 55.0 58.8 60.4 63.3 70.0 72.9 55.0 85.3 74.1 60.3 64.4 68.8
11.6 Gross Profit you make on parts are reasonable 72.8 76.7 68.9 76.6 76.7 66.3 67.5 72.4 84.6 73.8 70.4 76.5 78.1 83.3 75.0 78.2 73.3 66.9 63.2 75.0 54.2 64.2 64.4 75.4 73.1 80.0 77.8 72.9 76.4 75.0 76.5
11.7 Provide effective technical training for dealer service staff 81.8 84.5 78.7 78.2 86.5 80.6 80.8 82.7 83.1 81.8 82.7 82.9 90.0 86.7 83.2 86.4 71.7 71.5 78.3 86.0 70.4 80.9 78.3 84.5 84.6 84.0 78.9 85.0 82.8 78.5 71.8
11.8 Provide effective technical training for Parts staff 74.8 77.7 70.0 76.4 82.6 70.0 74.2 77.9 82.3 71.0 75.4 77.5 83.1 75.6 70.8 76.8 70.0 58.5 73.2 83.0 69.1 71.3 74.1 68.6 70.0 63.0 65.3 79.5 82.2 74.6 69.4
11.9 Provide effective non-technical training for dealer service staff 77.6 81.3 75.1 76.4 85.1 79.5 80.8 80.3 80.8 73.9 76.5 81.1 88.1 90.0 78.9 82.3 70.0 50.8 77.1 84.0 73.3 70.7 78.3 79.7 77.7 67.8 62.6 81.4 82.0 76.3 72.4
11.10 Provide effective sales training for dealer staff 80.6 84.9 78.9 80.0 85.1 84.7 83.3 83.9 87.7 78.7 77.3 82.8 90.7 90.0 79.2 80.5 76.7 54.6 84.3 89.0 81.3 71.8 76.7 86.3 83.6 61.0 80.0 85.0 83.8 79.5 75.3
11.11 Does your Manufacturer/Importer subsidise cost for training? 64.1 77.5 56.1 62.1 71.4 43.2 70.8 73.5 84.6 68.5 53.8 70.4 76.7 98.8 68.9 84.1 75.0 34.3 44.3 80.0 41.7 54.7 78.3 75.8 72.1 81.3 84.7 70.5 51.5 57.5 81.2
11.12 Considering dealer time pressures and workload is dealer training schedule convenient 64.2 71.8 59.1 59.4 73.7 58.9 48.3 68.2 65.4 60.8 65.9 73.5 77.3 77.8 70.6 64.1 63.3 58.5 52.0 73.0 52.9 56.1 56.1 61.1 68.5 68.0 78.4 75.2 60.1 63.3 75.3
11.13 Your Manufacturer/Importer has effective strategies for vehicle financing 93.4 100.0 88.0 100.0 100.0 100.0 100.0 90.3 85.7 95.7 92.9 83.3 93.9 71.4 96.3 64.3 100.0 71.4 100.0 100.0 100.0 94.8 84.6 91.9 91.7 0.0 100.0 94.7 90.8 100.0 92.3
11.14 Support you receive from regional/area SALES manager/s add value to your dealership 71.7 78.1 66.5 75.5 67.4 75.3 64.5 77.9 70.0 65.6 76.7 78.2 82.9 82.2 74.1 76.4 81.7 55.0 68.7 64.4 61.3 58.5 70.0 77.1 80.0 64.0 87.9 80.9 69.2 71.5 75.3
11.15 Support from regional/area AFTER SALES manager/s adds value to your dealership 73.3 78.1 66.3 77.9 78.4 67.4 50.0 75.0 81.5 76.6 81.5 69.6 84.9 75.6 72.7 65.2 78.3 62.9 60.0 77.0 58.8 60.4 46.5 80.8 75.0 74.0 69.5 80.5 75.5 77.9 74.1
13.1 Does your Warranty Labour rate allow a reasonable labour Gross in the workshop? 63.0 68.6 57.1 57.8 65.1 69.5 54.2 62.0 66.2 52.9 67.8 72.1 79.0 71.1 56.3 67.7 36.0 59.1 74.2 63.0 66.7 53.1 60.0 70.5 60.0 70.0 56.3 49.4 65.6 60.6 69.4
13.2 Does your Maintenance Contract rate allow a reasonable labour Gross in the workshop? 65.9 69.8 61.4 63.4 70.5 72.8 60.0 67.9 69.2 54.1 68.2 68.8 77.9 68.8 63.4 68.6 54.0 54.5 75.3 67.0 67.8 56.9 56.3 71.6 66.4 72.0 59.5 62.8 71.4 65.1 71.8
13.3 Does your Flat rate time allowed adequately compensate you for actual time spent on the job? 62.7 65.2 60.2 61.3 60.5 62.8 48.3 65.9 60.8 53.8 63.4 73.9 73.7 62.2 63.1 63.6 54.0 60.0 70.7 52.0 67.5 56.7 55.3 69.7 64.5 77.8 63.7 60.6 64.1 62.2 65.3
13.4 Does the Flat rate time allowed - adequately compensate you for diagnostic time spent on the job? 53.6 57.3 50.3 49.0 57.4 57.4 39.2 62.2 53.1 43.7 52.6 68.2 71.1 55.6 56.6 55.5 48.0 48.0 59.3 52.0 55.0 44.6 40.0 55.1 57.3 55.6 60.0 55.9 55.3 51.6 54.1
NADA - DSi 2010Passenger & LCV
Tel: +27 (0)41 364 0211 SMART Access: 086-11-SMART (086-11-76278) Fax: +27 (0)41 365 0959 Email: [email protected] Web: www.kasmart.co.za
