It is positive that despite the significant disruption faced over the past twelve months, dealers are on average fairly satisfied with the relationship with their respective manufacturers, said Sue Robinson, Chief Executive of the National Franchised Dealers Association.
Average levels of dealer satisfaction with the support received through the pandemic by respective manufacturers remained relatively high at 6.4 points out of 10. Lexus (9.4), Kia (9.3) and Toyota (8.8) received the highest ratings in this section. Thanks to an increase of 2.2 points from the summer edition of the survey, Volkswagen saw the largest improvement.
How would you rate your manufacturer overall on a scale of 1 to 10?
Lexus (9.5), Kia (9.2), Toyota and Mercedes (both at 9.1) topped the all-important question ‘how would you rate your manufacturer overall on a scale of 1 to 10’.
Jeep, Hyundai, Fiat (all at 2.8) and Alfa Romeo (1.8) had the lowest scores. The average score for this question grew by 0.3 points to 6.3.
Overall average score
At 9.1 points, Lexus had the highest average score across all questions for the fourth consecutive edition of the survey.
Kia followed in second place (8.7) and Mercedes (8.5) closed the top three thanks to a 1.0-point jump from six months ago. Jeep (3.0), Fiat (2.9) and Alfa Romeo (2.6) sat at the bottom of the table. The average score for this question (6.0) was up by 0.1 points from six months ago.
Sue Robinson added, “The NFDA Dealer Attitude Survey is vitally important to gauge the health of the business relationship between dealers and manufacturers and highlight any potential issues; with the challenges facing our sector over the past months, it is extremely encouraging that nearly 60% of UK dealers completed the survey.
“Despite relatively low scores for important aspects such as profit return, required levels of investment and return on capital, dealers showed higher levels of satisfaction than six months ago. However, a number of dealer networks were dissatisfied with their manufacturers’ volume target aspirations and with the overall new car targeting process.”
