NADA DSP Vendor Survey2009

National Automobile Dealers Association

2009 Bi-Annual Survey of

Dealership Satisfaction with

Dealer System Providers’ Products and Services

Market Research Study

October 2009

Copyright © 2009, NADA All Rights Reserved. 2

National Automobile Dealers Association

I. Overall Dealership Satisfaction

II. System Functionality

III. DSP Customer Service Satisfaction

IV. Third Party Vendors

V. Vendor Training and Education


Introduction and Study Methodology• 984 telephone surveys were completed by Friedman-Swift Associates from May 2009 to June

2009.

• Dealerships included in this study have used their current DSP vendor for at least one year.

• Dealership personnel interviewed have personally used their current DSP vendor for at least 6 months.

• Infiniti and Saturn dealerships were excluded from the study since these dealers do not choose their DSP.

• DSP vendors active in the U.S. market that were below the survey threshold for number of customers included: AFS Information Systems, DPC Systems, Dubuque Data Services, Jarvis Computer Software, Karmak, Lightyear Dealer Technologies (DealerBuilt), MPK Automotive, NeoSynergy, PBS Financial, Procede Software, Quorum, Rapid Systems, Systems 2000, Inc.

• Maximum margin of error:

- Total sample is plus or minus 3%

- Per dealership management group is plus or minus 6%

- Per individual vendor is plus or minus 7%

• The following dealership positions were interviewed and grouped accordingly:

- Dealers/General Managers (GM)

- General Sales Managers/New Car Sales Managers

- Office Managers (OM)/Controllers

- Parts Managers

- Service Managers

I. Overall Dealership

Satisfaction


Overall Dealership Satisfaction

Definitely

would

repurchase

Satisfied

customers

Definitely

would

recommend


How satisfied are you overall with the products and

services received from (your DSP vendor)?

79%78%

72%

14%

19%

13%

7%8% 8%

0%

20%

40%

60%

80%

100%

2005 2007 2009

Very & Somewhat

Satisfied

Neither

Very & Somewhat

Dissatisfied

Q.12

2009 Weighted Base = 984

2009 Actual Base = 984

Overall Dealership SatisfactionAll Dealership Positions surveyed


How satisfied are you overall with the products and services

received from (your DSP vendor)?

Q.12

81%

93%

80%

75%72%

51%

76%77%79%79%

0%

20%

40%

60%

80%

100%

OM/Controller Service Mgr. Parts Mgr. Sales Mgr. Dealer/GM




Percentages represent very satisfied and somewhat satisfied ratings

2009 Mean = 72%

2007 Mean = 79%

2005 Mean = 78%

2009 Mean

GOAL = 90% Satisfaction

Greater than mean Less than mean

Solids = 2009 DataStripes = 2007 Data

Equivalent to mean


How satisfied are you overall with the products and services

received from (your DSP vendor)?


Q.122009 Weighted Base = 984




2009 Mean = 72%

2007 Mean = 79%

2005 Mean = 78%

86%

74%

90%

79% 78%79%

73%

86%84% 82% 80% 78%

71% 70%

0%

20%

40%

60%

80%

100%

Auto/Mate AutoSoft Arkona ACS ADAM R&R ADP

.

2009 Mean



Equivalent to mean


If you could choose which DSP vendor your dealership used, would

you switch from (your DSP vendor) to another vendor?

70%73%

67%

16% 18% 17%14%

9%

16%

0%

20%

40%

60%

80%

2005 2007 2009

Yes

No

Do not know

Q.2



19% of 2009 Dealer/GMs surveyed plan on switching vendors when their contract is up,

while 21% are undecided

Likelihood of Switching

Overall Dealership SatisfactionOff. Mgr./Controller, Sales Mgr., Service Mgr., Parts Mgr. surveyed


When your contract is up, do you plan to switch from (your DSP vendor)?

16%

58%60% 60%

25%

19%21%

13%

22%

0%

20%

40%

60%

80%

2005 2007 2009

Yes

No

Do not know



Likelihood of Switching

Overall Dealership SatisfactionDealer/GM surveyed


Would you be very likely, somewhat likely or not at all likely to

recommend (your DSP vendor) to another dealership?

53%55%

64%

21%

30%35%

11%11% 14%

1%2%3%

0%

20%

40%

60%

80%

100%

2005 2007 2009

Very

Likely

Somewhat

Likely

Not at all

Likely

Do not

know



Likelihood of Recommending






Q.13





Percentages represent very likely responses

2009 Mean

2009 Mean = 53%

2007 Mean = 55%

2005 Mean = 64%

67%

50%

75%

50%

42%

62%60%

35%

53%

58%

0%

20%

40%

60%

80%

100%

Parts Mgr. Service Mgr. OM/Controller Sales Mgr. Dealer/GM




Equivalent to mean




Q.13





Percentages represent very likely responses

50%52%

56%

66%59%

65%

74% 74%71%

61% 60%

53% 51%48%

0%

20%

40%

60%

80%

100%

AutoSoft Auto/Mate Arkona ACS R&R ADAM ADP

2009 Mean = 53%

2007 Mean = 55%

2005 Mean = 64%

2009 Mean




Equivalent to mean


Correlation (r value) to overall dealership satisfaction

System Functionality .71� Flexibility of system software to adapt to your business needs

� Ability to customize the software

Customer Service .70� Satisfaction with overall customer service

� Speed of getting changes and modifications made

Third Party Vendors .59� Satisfaction with the ability of the system to allow third party

vendors to share information

Training .50� Effectiveness of technical training

2009 Key Drivers of Dealership Satisfaction


II. System Functionality

1st

Copyright © 2009, NADA All Rights Reserved. 162009 Weighted Base = 984


System FunctionalityAll Dealership Positions surveyed

How satisfied are you with (your DSP vendor) in the flexibility

of the software to adapt to your business needs?

Q.6c

67%

72%

65%

20%

15%15%12%

10%12%

0%

20%

40%

60%

80%

100%

2005 2007 2009

Very & Somewhat

Satisfied

Neither

Very & Somewhat

Dissatisfied





Q.6c

83%

60%

75%70%

75%74%

69% 69%62%

50%

0%

20%

40%

60%

80%

100%

Parts Mgr. OM/Controller Service Mgr. Sales Mgr. Dealer/GM




2009 Mean

2009 Mean = 65%

2007 Mean = 72%

2005 Mean = 67%



Equivalent to mean





Q.6c

67%

74%

63%

87%

67%

85%

78% 78%

74% 72%

64% 62%

70%

77%

0%

20%

40%

60%

80%

100%

Auto/Mate AutoSoft Arkona ACS ADAM R&R ADP




2009 Mean = 65%

2007 Mean = 72%

2005 Mean = 67%

2009 Mean



Equivalent to mean


Q.6d




How satisfied are you with the ability of (your DSP vendor)

to customize the software to meet your needs?

56%

69%

59%

20%

14%16%

11%

16%16%

0%

20%

40%

60%

80%

100%

2005 2007 2009

Very & Somewhat

Satisfied

Neither

Very & Somewhat

Dissatisfied





Q.6d

66%

61% 60% 58%

38%

57%

79%

66%

78%

71%

0%

20%

40%

60%

80%

100%

Parts Mgr. Service Mgr. Sales Mgr. OM/Controller Dealer/GM




2009 Mean

2009 Mean = 56%

2007 Mean = 69%

2005 Mean = 59%



Equivalent to mean





Q.6d

62%

68%69%

58%

65%

78%81%82%

51%58%

63%64%66%

70%

0%

20%

40%

60%

80%

100%

ACS AutoSoft Auto/Mate Arkona ADAM R&R ADP




2009 Mean = 56%

2007 Mean = 69%

2005 Mean = 59%

2009 Mean



Equivalent to mean


Q.6f




84%83%

9%10%

5%4%

0%

20%

40%

60%

80%

100%

2007 2009

Very & Somewhat

Satisfied

Neither

Very & Somewhat

Dissatisfied

How satisfied are you with the ability of

(your DSP vendor’s) system to store data?



Q.6f

86%

78%79%80%

90%

83%89%

83% 83%88%

0%

20%

40%

60%

80%

100%

Service Mgr. Parts Mgr. OM/Controller Sales Mgr. Dealer/GM




2009 Mean

2009 Mean = 84%

2007 Mean = 83%





Equivalent to mean



Q.6f

78%

83%82%

91%90%85%

88%

81%81%85%87%88%

93%96%

0%

20%

40%

60%

80%

100%

Auto/Mate Arkona AutoSoft ACS R&R ADP ADAM




2009 Mean = 84%

2007 Mean = 83%

2009 Mean





Equivalent to mean


How satisfied are you with the speed of

(your DSP vendor’s) system?

Q.6e

75%79%

77%

13%

7%5%

16% 17%

8%

0%

20%

40%

60%

80%

100%

2005 2007 2009

Very & Somewhat

Satisfied

Neither

Very & Somewhat

Dissatisfied








Q.6e

91%

76%

72%

79%

83%

70%

77%78%79%81%

0%

20%

40%

60%

80%

100%





2009 Mean = 77%

2007 Mean = 79%

2005 Mean = 75%

2009 Mean



Equivalent to mean



Q.6e

77%

88%

94%

88%

81% 75% 75%

68%

78%82%83%83%83%

88%

0%

20%

40%

60%

80%

100%

Auto/Mate ACS AutoSoft R&R Arkona ADAM ADP




2009 Mean = 77%

2007 Mean = 79%

2005 Mean = 75%



2009 Mean



Equivalent to mean


Q.6g




73%

79%

14%11%

4%5%

0%

20%

40%

60%

80%

100%

2007 2009

Very & Somewhat

Satisfied

Neither

Very & Somewhat

Dissatisfied

How satisfied are you with the amount of time

(your DSP vendor’s) system can store data?



Q.6g

74%74%

79%

87%83%

67%

70%75%75%

80%

0%

20%

40%

60%

80%

100%

Service Mgr. OM/Controller Parts Mgr. Dealer/GM Sales Mgr.




2009 Mean

2009 Mean = 73%

2007 Mean = 79%





Equivalent to mean



Q.6g

80%

76%

81%

75%

82%

91%

84%79%

71%72%

82%83%87%

94%

0%

20%

40%

60%

80%

100%

Auto/Mate Arkona ACS AutoSoft ADAM ADP R&R




2009 Mean = 73%

2007 Mean = 79%

2009 Mean





Equivalent to mean


Q.6b




How satisfied are you with (your DSP vendor) in the ability to integrate with

Internet-based DCS (Dealer Communication Systems) applications

(email and the Web)?

60%

72%

63%

15%14%14%

9% 10%11%

0%

20%

40%

60%

80%

100%

2005 2007 2009

Very & Somewhat

Satisfied

Neither

Very & Somewhat

Dissatisfied



How satisfied are you with (your DSP vendor) in the ability to integrate with Internet-based

DCS (Dealer Communication Systems) applications (email and the Web)?

Q.6b

73%

68%65%

74% 74%

82%

67%66%

53%

57%

0%

20%

40%

60%

80%

100%




2009 Mean = 63%

2007 Mean = 72%

2005 Mean = 60%

2009 Mean




Equivalent to mean



How satisfied are you with (your DSP vendor) in the ability to integrate with Internet-based

DCS (Dealer Communication Systems) applications (email and the Web)?

Q.6b

73% 73%

58%

63% 66%

71%70%

83%

56%

62%62%63%

70%75%

0%

20%

40%

60%

80%

100%

Auto/Mate AutoSoft ADP ADAM R&R Arkona ACS




2009 Mean = 63%

2007 Mean = 72%

2005 Mean = 60%

2009 Mean



Equivalent to mean


Q.6a




How satisfied are you with (your DSP vendor) in the ability to access data through

common software applications such as Microsoft Word or Excel?

52%

65%

57%

16%14%14% 13%

10%14%

0%

20%

40%

60%

80%

100%

2005 2007 2009

Very & Somewhat

Satisfied

Neither

Very & Somewhat

Dissatisfied





Q.6a

62% 62%58%

80%

67%

71%

62%

51% 50%

54%

0%

20%

40%

60%

80%

100%

OM/Controller Parts Mgr. Service Mgr. Sales Mgr. Dealer/GM




2009 Mean = 57%

2007 Mean = 65%

2005 Mean = 52%

2009 Mean



Equivalent to mean

Copyright © 2009, NADA All Rights Reserved. 36Percentages represent very satisfied and somewhat satisfied ratings



Q.6a

64% 64%

75%

70%

75%

64%

50%53% 52%

56%57%

67%68%68%

0%

20%

40%

60%

80%

100%

ACS Auto/Mate AutoSoft ADP R&R ADAM Arkona




2009 Mean = 57%

2007 Mean = 65%

2005 Mean = 52%

2009 Mean



Equivalent to mean

III. DSP Customer Service

Satisfaction 2nd


Overall, how satisfied are you with (your DSP vendor’s)

customer service department?

76%79%

75%

13%13% 13% 10%6%8%

0%

20%

40%

60%

80%

100%

2005 2007 2009

Very & Somewhat

Satisfied

Neither

Very & Somewhat

Dissatisfied

Q.5f2009 Weighted Base = 984


DSP Customer Service SatisfactionAll Dealership Positions surveyed





Q.5f

84%

79%

93%

83%79%

70%

60%

71%

74%

87%

0%

20%

40%

60%

80%

100%





2009 Mean

2009 Mean = 75%

2007 Mean = 79%

2005 Mean = 76%



Equivalent to mean




Q.5f

88%84%

81%

71%

85%

90%

82%78%

76%

87%

78% 77%

74% 70%

0%

20%

40%

60%

80%

100%

Auto/Mate AutoSoft ADAM R&R ACS Arkona ADP




2009 Mean = 75%

2007 Mean = 79%

2005 Mean = 76%

2009 Mean



Equivalent to mean


How satisfied are you with (your DSP vendor’s) customer service

department in regard to the speed of getting changes and

modifications made?

62%

70%62%

18%18%15% 13%11%

14%

0%

20%

40%

60%

80%

100%

2005 2007 2009

Very & Somewhat

Satisfied

Neither

Very & Somewhat

Dissatisfied

Q.5d2009 Weighted Base = 984





How satisfied are you with (your DSP vendor’s) customer service department

in regard to the speed of getting changes and modifications made?

Q.5d

77%

71%75%

73%

59%

52%57%

67%67%69%

0%

20%

40%

60%

80%

100%

OM/Controller Parts Mgr. Service Mgr. Sales Mgr. Dealer/GM




2009 Mean

2009 Mean = 62%

2007 Mean = 70%

2005 Mean = 62%



Equivalent to mean


How satisfied are you with (your DSP vendor’s) customer service department

in regard to the speed of getting changes and modifications made?

Q.5d

67%

58%

81%

72%

66%

72%

82%79%

75% 75%

65%62% 62%

56%

0%

20%

40%

60%

80%

100%

AutoSoft Auto/Mate ADAM R&R ACS Arkona ADP



DSP Customer Service Satisfaction All Dealership Positions surveyed

2009 Mean = 62%

2007 Mean = 70%

2005 Mean = 62%

2009 Mean



Equivalent to mean



department in regard to the maintenance of your daily business with

minimal interruptions?

81%84%

80%

11%12% 11%

5%3%5%

0%

20%

40%

60%

80%

100%

2005 2007 2009

Very & Somewhat

Satisfied

Neither

Very & Somewhat

Dissatisfied

Q.5a2009 Weighted Base = 984





How satisfied are you with (your DSP vendor’s) customer service department in

regard to the maintenance of your daily business with minimal interruptions?

Q.5a

82%85%

94%

76%

87%

75%

81%82%82%

87%

0%

20%

40%

60%

80%

100%





2009 Mean

2009 Mean = 81%

2007 Mean = 84%

2005 Mean = 80%



Equivalent to mean



regard to the maintenance of your daily business with minimal interruptions?

Q.5a

89%84%

88%85% 84%

81%

76%78%78%81%82%

85%

90%90%

0%

20%

40%

60%

80%

100%

AutoSoft Auto/Mate ACS R&R Arkona ADP ADAM




2009 Mean = 81%

2007 Mean = 84%

2005 Mean = 80%

2009 Mean



Equivalent to mean



regard to the availability of customer service representatives?

75%81%

72%

13%14%9% 9%

7%10%

0%

20%

40%

60%

80%

100%

2005 2007 2009

Very & Somewhat

Satisfied

Neither

Very & Somewhat

Dissatisfied

Q.5c2009 Weighted Base = 984





Q.5c

79%

86%90%

82%

72%

57%

77%77%81%84%

0%

20%

40%

60%

80%

100%





2009 Mean

2009 Mean = 75%

2007 Mean = 81%

2005 Mean = 72%





Equivalent to mean





Q.5c

85%82%

90%87%

74%

80%

72%

86%

73%

84%

71%

76%81%81%

0%

20%

40%

60%

80%

100%

Auto/Mate ADAM ACS AutoSoft R&R Arkona ADP




2009 Mean = 75%

2007 Mean = 81%

2005 Mean = 72%

2009 Mean



Equivalent to mean



department in regard to your problems and concerns being fixed

correctly the first time you call?

74%

79%

73%

12%14%

11% 11%7%9%

0%

20%

40%

60%

80%

100%

2005 2007 2009

Very & Somewhat

Satisfied

Neither

Very & Somewhat

Dissatisfied

Q.5e2009 Weighted Base = 984





How satisfied are you with (your DSP vendor’s) customer service department in regard to your problems and concerns being fixed correctly the first time you call?

Q.5e

92%

81%84%

70%

73%

64%

72%74%

77%84%

0%

20%

40%

60%

80%

100%





2009 Mean

2009 Mean = 74%

2007 Mean = 79%

2005 Mean = 73%



Equivalent to mean



Q.5e

78% 77%

71%

86%

70%

80%78%

87%

68%69%70%

78%80%82%

0%

20%

40%

60%

80%

100%

AutoSoft Auto/Mate R&R ADAM ACS ADP Arkona




2009 Mean = 74%

2007 Mean = 79%

2005 Mean = 73%

2009 Mean

How satisfied are you with (your DSP vendor’s) customer service department in regard to your problems and concerns being fixed correctly the first time you call?



Equivalent to mean



department in regard to the customer service representative’s

prompt follow-up to handle the needs of you and your staff?

72%

79%

73%

13%13%11% 12%

7%10%

0%

20%

40%

60%

80%

100%

2005 2007 2009

Very & Somewhat

Satisfied

Neither

Very & Somewhat

Dissatisfied

Q.5b2009 Weighted Base = 984







Q.5b

83% 84%

92%

67%

75%

57%

69%73%

80%84%

0%

20%

40%

60%

80%

100%





2009 Mean

2009 Mean = 72%

2007 Mean = 79%

2005 Mean = 73%



Equivalent to mean





Q.5b

79%83% 82%

78%

75%

80%82%

74%

87%83%

67%68%

74%76%

0%

20%

40%

60%

80%

100%

AutoSoft Auto/Mate ADAM ACS R&R ADP Arkona




2009 Mean = 72%

2007 Mean = 79%

2005 Mean = 73%

2009 Mean



Equivalent to mean

IV. Third Party Vendors

3rd


Q.11



Third Party VendorsAll Dealership Positions surveyed

57%

47%

18%23%

10%

17%

0%

20%

40%

60%

80%

100%

2007 2009

Very & Somewhat

Satisfied

Neither

Very & Somewhat

Dissatisfied

How satisfied are you with the ability of (your DSP vendor’s)

system to allow third party vendors to share information?


42%

48%46%

49%47%

59%

52%53%

62%59%

0%

20%

40%

60%

80%

100%

OM/Controller Service Mgr. Sales Mgr. Parts Mgr. Dealer/GM



Third Party Vendors All Dealership Positions surveyed

2009 Mean




2009 Mean = 57%

2007 Mean = 47%



Equivalent to mean


47% 48%

39%

57%

67%

62%58%

41%

55%

52%

56%

53%

41%44%

0%

20%

40%

60%

80%

100%

Auto/Mate Arkona ADP R&R AutoSoft ACS ADAM



Third Party Vendors All Dealership Positions surveyed


2009 Mean



2009 Mean = 57%

2007 Mean = 47%



Equivalent to mean

V. Vendor Training and

Education 4th


How would you rate the effectiveness of the technical training

provided in helping you use your system?

43%

47%

53%

15%

10%

7%

35%37%

33%

6%6%7%

0%

10%

20%

30%

40%

50%

60%

2005 2007 2009

Very

Effective

Somewhat

Effective

Not at all

Effective

Do not

know



Vendor Training and EducationAll Dealership Positions surveyed


How would you rate the effectiveness of the technical

training provided in helping you use your system?




Percentages represent very effective ratings

2009 Mean = 33%

2007 Mean = 37%

2005 Mean = 35%

47%

28%

36%36%

44%

24%

34%35%36%

39%

0%

20%

40%

60%

80%

100%

Parts Mgr. Sales Mgr. OM/Controller Service Mgr. Dealer/GM

2009 Mean



Equivalent to mean


How would you rate the effectiveness of the technical

training provided in helping you use your system?




2009 Mean = 33%

2007 Mean = 37%

2005 Mean = 35%

Percentages represent very effective ratings

58%

46%

52%

35%

46%50%

35%

27%

36%

39%43%44%44%

54%

0%

20%

40%

60%

80%

100%

Auto/Mate AutoSoft ADAM ACS Arkona R&R ADP

2009 Mean



Equivalent to mean


Q.9



Vendor Training and Education All Dealership Positions surveyed

Considering all costs associated with training, i.e. travel, lost time on the

job, etc. vs. the benefits received, how cost effective would you say the

computer system training received from (your DSP vendor) is?

17%19%20%

28%30%30% 29%

33%

26%

9% 9% 7%

0%

10%

20%

30%

40%

50%

60%

2005 2007 2009

Very Cost

Effective

Cost

Effective

Somewhat

Cost

Effective

Not at all

Cost

Effective


Considering all costs associated with training, i.e. travel, lost time on

the job, etc. vs. the benefits received, how cost effective would you say

the computer system training received from (your DSP vendor) is?

15% 15%19%

38%

19% 17%

11%

16%22%

17%

0%

20%

40%

60%

80%

100%

OM/Controller Sales Mgr. Parts Mgr. Dealer/GM Service Mgr.




2009 Mean

2009 Mean = 17%

2007 Mean = 19%

2005 Mean = 20%

Percentages represent very cost effective ratings



Equivalent to mean


Percentages represent very cost effective ratings

Considering all costs associated with training, i.e. travel, lost time on the

job, etc. vs. the benefits received, how cost effective would you say

the computer system training received from (your DSP vendor) is?

Q.9

26%

19%

15%

36%37%38%37% 40%

35% 35%31%

29%

13%15%

0%

20%

40%

60%

80%

100%

Auto/Mate ACS AutoSoft Arkona ADAM R&R ADP




2009 Mean = 17%

2007 Mean = 19%

2005 Mean = 20%

2009 Mean



Equivalent to mean


What types of system training should (your DSP vendor) offer that would be most

convenient, as well as cost effective, for your dealership’s needs?

Q.8

61%

74%75%

82%

0%

20%

40%

60%

80%

100%

Web-based training

(self-study)

Web-based training

(interactive)

In-house training CD/DVD Tutorials



Vendor Training and Education All Dealership Positions surveyed

2009 Respondents

Percentages represent yes responses

Documents

NADA DSP Vendor Survey2009