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DEALER ATTITUDE SURVEY ANALYSIS: OVERALL MOVEMENT IN SCOREBack

The Dealer Attitude Survey is carried out on a twice-yearly basis to indicate potential issues affecting the relationship between dealers and manufacturers and highlight where there is a strong and constructive working environment. The results of the latest NFDA Winter 2017/2018 Dealer Attitude Survey were announced at the beginning of March. The NFDA continues its analysis of the findings to gain accurate insights into the dealer/manufacturer relationship.

Respondents are asked a series of questions covering a range of business aspects and their impact on the manufacturer relationship. Responses are scored from 1 (extremely dissatisfied) to 10 (extremely satisfied).  NFDA surveyed 29 franchised networks and received 1,893 responses from dealers, equating to a 47% response rate, the highest since the inception of the survey in 1989.

Total movement across all questions

One of the methods used to evaluate the overall performance of the various manufacturers is to look at the total movement in all questions of the survey for each dealer network.

Following a disappointing performance in the summer survey, Nissan was the most improved franchise network in the most recent winter survey, with an overall increase of 60.7 points across all the questions of the survey. Toyota also saw an impressive upward movement, with 54.0 points gained across the survey. At the other end of the table, Abarth, with an overall loss of -98.6 points saw the biggest decline.

Looking at the total movement over the past two years, Seat (115) and Toyota (110) were the best performers while Jeep (-133.2) and Alfa Romeo (-173.1) saw the highest decreases in score. On average, there has been a -21.6 decline in score since 2016.

Posted by Sue Robinson on 29/03/2018