The findings of Nada's 2004 National Dealer Satisfaction Index Survey show that South African vehicle dealers rate the Ford Motor Company of SA the best - and most improved - manufacturer/franchiser.
The findings of National Automobile Dealers Association's (Nada's) 2004 National Dealer Satisfaction Index Survey show that South African vehicle dealers rate the Ford Motor Company of SA the best - and most improved - manufacturer/franchiser.
According to an FMCSA spokesman Ford/Mazda had significantly improved their dealer satisfaction levels over the past two years, moving from a ranking of 15th place overall in 2002 to 4th position in 2003 - and now taking the top position.
"We've worked very hard on those areas which our dealers previously pointed out needed improving," FMCSA marketing and sales director Nigel Harris said. "These included enhancing our processes and product line-up, as well as delivering on our commitments, especially where distribution, customer satisfaction, dealer training, dealer viability and communication are concerned.
NADA introduced the national dealer satisfaction index in 1996 to encourage franchisers (manufacturers) to improve the service levels to dealers that represent them. Twenty franchisers participated in this year's research study and the 2004 results were revealed in Johannesburg last night.
on Thursday quoted Duane Newman, the automotive industry group leader at Deloitte, as saying that local manufacturers and importers were separated into two groups because of the different issues they faced. But the two groups completed the same questionnaire and it was possible to compare local manufacturers with each other and importers with each other and to look at the overall results.
In the local manufacturer/franchisers' category the points scored were: Ford 71,9, Toyota 68, BMW 67,4, General Motors (GM) Chevrolet 63,7, Nissan 62,5, DaimlerChrysler 60,2, GM Opel/Isuzu 58,4, Audi 57,8, Volkswagen 57,4 and Fiat 52,1.
In the importer/franchisers' category the points were: Hyundai 78,1, Subaru 70,1, Kia 69,5, Volvo 63,4, Renault 63, Honda 60,2, Alfa Romeo 56,9, Land Rover 52,4, Jaguar 52,3 and Peugeot 52.
Original article from Car