Embed Size (px)
DESCRIPTION
Warranties are of growing importance to Auto original equipment manufacturers (OEMs), and the desire to build customer loyalty puts more and more focus on how they are executed in the field. For the first time, a global view is available for OEMs to understand how warranty operations are perceived. Our unique, independent research with dealers all over the world enables performance to be compared between sectors and brands – and as a result, OEMs can take necessary action to gain the competitive advantage.
Citation preview
HOW ARE AUTO WARRANTY PROGRAMSPERCEIVED IN THE FIELD?Warranties are of growing importance to auto OEMs, and the desire to build customer loyalty puts more and more focus on how they are executed in the field.
For the first time, a global compass is available for OEMs to understand how warranty operations are perceived. Our unique, independent research with dealers all over the world enables performance to be compared between sectors and brands – and as a result, OEMs can take necessary action to gain the competitive advantage.
HIGHLIGHTS
......................................................................................................................................................................................................................................................................................................
..............................................................
..............................................................
..............................................................
..............................................................
..............................................................
..............................................................
...............................
Asian and Premium OEMs are rated easiest to work with for warranty operations
75%68%
1
Global industry average
satisfied dealers
satisfied dealers
Asian and Premium
2The best brands clearly differentiate from the rest
.................
worst bestsatisfaction gap
25%
3Low performers have dissatisfied dealersThe worst performer had
dissatisfied dealers
The best performer had just
dissatisfied dealers
1 in 6
1 in 31
Dealers in China and the UK are the most satisfied, and dealers in Italy and Germany are the least
satisfaction gap
............................
..............................
>40%
4
......................................................................................................................................................................................................................................................................................................
5Premium OEMs have satisfaction issues in their key growth marketsSatisfaction with premium OEMsis rated lowest in China and US,which are considered the two mostimportant markets for this sector
6
...... ....................................
Global average
Premium
75%81%
67%
16%
Level of goodwill policy is well-perceived in the premium sector – French and Italian OEMs have ground to make up
7Most dealers worldwide report that warranty audits are used, except in the US
Warranty audits are a widely used tool
...... .................................
Worldwide
84%
45%
Dealer principals more negative than expertsDealer principals are 16% less satisfied than warranty experts with day-to-day involvement
8
THE RESEARCH: THE FIRST OF ITS KIND
DealersInterviewed
3,240
Brands
26
Dealers per brandper market
20-30
Our automotive industry services drive performance and safety worldwide, supporting manufacturers, Tier 1-3 suppliers, traders, governments, financial institutions and insurance companies with a wide range of needs.
Within our broad portfolio of services we offer dealership audits, performance reviews & improvement, consulting and coaching, as well as logistics services and supply chain security services.
ABOUT SGS
Learn more and access the full reports: www.sgs.com/autowarrantysurvey
