DEALERS’ VIEW OF WARRANTY: SGS GLOBAL WARRANTY SATISFACTION SURVEY RESULTS...

DEALERS’ VIEW OF WARRANTY: SGS GLOBAL WARRANTY SATISFACTION SURVEY RESULTS FOR CHINA

WARRANTY ADMINISTRATION SYSTEMS SERVE TO IMPROVE AFTER SALES PROCESSES AND BUILD LONG-TERM CUSTOMER LOYALTY

MAY 2014

AUTHORS

Roland Gagel Global Automotive Sector Manager, SGS

Tracy Li Senior Manager Business Development and Marketing, SGS China

1

The China Dealer Warranty Survey 2014 is part of the first ever global warranty satisfaction survey of automotive dealers. It has intensively researched the business areas of sales, after sales and warranty from interviews with 630 dealers in China representing 21 OEMs. The results enable those responsible for warranties at vehicle manufacturers to understand their brand’s position compared to the competition. It gives

a clear benchmark for the warranty controlling processes of hotlines, field force and audits. The survey, conducted between January and February 2014 indicates overall satisfaction with the ease of warranty handling, goodwill policies and extended warranty programmes with findings based on high-level analysis that lends support to the conclusions of this paper.

I. EXECUTIVE SUMMARY

CONTENTSI. EXECUTIVE SUMMARY 1

II. THE ROLE OF WARRANTY ADMINISTRATION FOR DEALER AND CUSTOMER SATISFACTION 2

III. SCOPE OF THE STUDY 3

IV. RESULTS IN DETAIL 5

V. MAIN FINDINGS 20

VI. CONCLUSIONS 21

2

The goal was to evaluate franchised dealers’ satisfaction of the key tools for modern warranty management, which are supplied to them by vehicle manufacturers. Original Equipment Manufacturers (OEMs) provide support and controls for their dealers when repairing vehicles during the new vehicle warranty period, and the following period under goodwill policy schemes.

The focus of the study was the overall processes and dealer perception of the warranty management system which was evaluated in four main areas:

• Ease of conducting business

• Warranty control mechanisms

• Policy and extended warranty

• Satisfaction with the payment terms

• Support of customer loyalty and the competitive position

In particular, warranty management that involves OEM personnel and their service providers, each of whom plays a vital role in the cost structure of an OEM, was researched. When looking at the cost levels of call centres, field force and auditors, an OEM has to carefully evaluate if their deployed resources contribute to warranty cost control and to dealer and customer satisfaction or whether they are counterproductive.

One underlying assumption of the study is that inefficient warranty processes that dissatisfy dealers also create dissatisfaction with customers. Therefore, the survey also asks for verbatims regarding potential improvement areas of the warranty operations from the dealers’ viewpoint. Further questions include the warranty IT system and evaluate the effective support of the customer loyalty by the OEM’s warranty programme.

II. THE ROLE OF WARRANTY ADMINISTRATION FOR DEALER AND CUSTOMER SATISFACTION

SATISFIED DEALERS WILL LEAD TO LOYAL CUSTOMERS.

3

SCOPE AND PARAMETERS

The study was conducted on behalf of SGS between January and February 2014 by an independent and well recognised market research company based in China. Dealer data was retrieved from the internet and the method used was Computer Assisted Telephone Interviews (CATI). The preferred role of the interviewed person was warranty administrator, service manager or service advisor (i.e. those people in a dealership that work daily on warranty related matters).

Countries within the scope

• People’s Republic of China

Brands within the scope and grouping of OEMs

The survey included 21 brands within the scope. The grouping was done in order to enable publication of the study to a wide audience. The study results with detailed brand information are not published and will only be made available to interested parties under non-disclosure agreements.

Market Leaders

• Buick/Chevy

• FAW-VW

• Hyundai

• Shanghai VW

Premium

• Audi

• BMW

• Mercedes Benz

Chinese Domestic

• BYD

• Changan

• Chery

• Great Wall

Other Asian

• Honda

• Kia

• Mazda

• Nissan

• Toyota

Other Western

• Citroen

• Ford

• Peugeot

• Renault

• Skoda

Size of the samples

Dealers were randomly selected from dealer address data files available on the internet. Multi-branded dealers were asked to answer the questions referring to their ‘main brand’, as identified by the dealer themselves.

SURVEY QUESTIONS

The goal of the study was to have easily understood questions that yielded comparable answers between dealers. No verbatim answers were recorded, only categorised answers to questions.

Brand background

Q1. What is your main brand?

Key questions (Satisfaction Index)

Q2. When you think about warranty and administration, how would you rate warranty processing with your OEM? (This question is later referred to as the index question.)

Q3. How has it developed over the past 5 years?

Warranty administration groups

Q4. Is there a warranty field force?

Q5. How satisfied are you with the warranty field force?

Q6. Is there a warranty hotline?

Q7. How satisfied are you with the warranty hotline?

Q8. How satisfied are you with the warranty audit?

Q9. How do you evaluate the OEM warranty audits of the major brands?

Q10. How happy are you with the warranty IT system of your OEM?

Goodwill policy and extended warranty products

Q11. How do you rate the administration of your main brand’s goodwill policy?

Q12. How do you rate the actual level of policy goodwill that is granted, for your OEM?

Q13. How do you rate the handling of the extended warranty products of your OEM?

Q14. How satisfied are you with the actual coverage of the extended warranty products your OEM offers?

III. SCOPE OF THE STUDY

4

Satisfaction with the payment terms

Q15. How satisfied are you with the warranty labour rate per hour?

Q16. How satisfied are you with the reimbursement for parts / handling charge?

Free text answers

Q17. What works very well with your OEM in warranty?

Q18. What does not work well with your OEM?

Q19. What should your OEM change to make warranty easier for you?

Effectiveness of warranty programmes

Q20. Do you think that the warranty processes and systems of your OEM overall support the customer loyalty in service and new vehicle sales?

Q21. Do you think that a warranty programme (e.g. extension, service contracts) can create an active competitive advantage for you as a dealer?

Sizing and qualification

Q22. What is the size of your dealership, by new vehicle sales per annum?

Q23. What is the size of your dealership, by service job cards per annum?

Q24. What is your position in the dealership’s organisation?

ANSWER TYPES

In general, questions could be answered in five categories, which have been clustered here in three ratings for reporting purposes.

In some cases, the answers are shown as a tag cloud with the keyword metadata comprising a visual indication of responses.

RESPONSE OPTIONS SURVEY ANALYSIS

COMPLICATED UNSATISFIED

MIDDLE

EASY SATISFIED

VERY COMPLICATEDVERY UNSATISFIED

COMPLICATEDUNSATISFIED

MIDDLE

EASYSATISFIED

VERY EASY VERY SATISFIED

5

Q2. WHEN YOU THINK ABOUT WARRANTY AND ADMINISTRATION, HOW WOULD YOU RATE WARRANTY PROCESSING WITH YOUR OEM?

Overall results

• 69% of dealers find warranty administration easy

• Overall in China only 3% of dealers rate warranty administration as complicated

• Compared to Europe the ‘easy’ rating is the same, but considerably fewer dealers complain it is complicated

• Other Western provides easiest warranty processes

• Premium OEM considered most complicated

Brand results

• Overall gap between brands 37%

• Despite the overall good rating, some brands lag considerably behind the leaders

• One brand ranks very high for ease of warranty administration at 90%

• More brands rate below than above the industry average for ease of warranty administration

• Industry average 69%

IV. RESULTS IN DETAIL

OTHER WESTERN PROVIDES EASIEST WARRANTY PROCESSES.

OVERALL IN CHINA ONLY 3% OF DEALERS RATE WARRANTY ADMINISTRATION AS COMPLICATED.

WARRANTY ADMINISTRATION FROM A DEALER POINT OF VIEW (%)

COMPLICATED MIDDLE EASY INDUSTRY AVERAGE

100

90

80

70

60

50

40

30

20

10

0Market Leaders Premium Chinese Domestic Other Asian Other Western

WARRANTY ADMINISTRATION FROM A DEALER POINT OF VIEW (%)

COMPLICATED MIDDLE EASY BEST AND WORST IN CLASS

100

90

80

70

60

50

40

30

20

10

0 N J I K D F P O C * Q T R S U X L V M Z B Y

*Industry Average

6

DEALERS OF 13 BRANDS ARE 100% SATISFIED WITH THE WARRANTY FIELD FORCE.

Q5. HOW SATISFIED ARE YOU WITH THE WARRANTY FIELD FORCE?

Overall results

• Very high overall results with Industry average of 95%

• 13 brands have 100% satisfied dealers, among them all of the group Other Asian

• Chinese Domestic and Other Western rated above industry average

• Market Leaders and Premium slightly lower, rated 90% for field force satisfaction

FIELD FORCE SATISFACTION

UNSATISFIED MIDDLE SATISFIED INDUSTRY AVERAGE

100

90

80

70

60

50

40

30

20

10


Q7. HOW SATISFIED ARE YOU WITH THE WARRANTY HOTLINE?

Overall results

• Most groups rated close to industry average of 95%

• Chinese Domestic only group to rate below industry average

• Premium and Other Asian only groups overall to have the two unsatisfied dealers

HOTLINE SATISFACTION


100

90

80

70

60

50

40

30

20

10


7

8

Q9. HOW SATISFIED ARE YOU WITH THE WARRANTY AUDIT?

Overall results

• Other Western rated above industry average but also had the only unsatisfied dealers

• All other groups rated close to, or above (i.e. Market Leaders), industry average

• Premium lowest satisfaction rating of all groups


Brand results

• Three brands with 100% satisfaction ratings

• Brand B rated very high for satisfaction (97%) but also had the only unsatisfied dealers


AUDIT SATISFACTION


100

90

80

70

60

50

40

30

20

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0Market Leaders Premium Chinese Domestic Other Asian Other WesternWARRANTY

AUDITS NO ISSUE FOR THE DEALERS.

THREE BRANDS WITH 100% SATISFACTION RATINGS FOR AUDITS.

AUDIT SATISFACTION

UNSATISFIED MIDDLE SATISFIED BEST AND WORST IN CLASS

100

90

80

70

60

50

40

30

20

10

0 S Q M B P O C D N J Y * I V U Z T K L F R X

*Industry Average

9

Q10. HOW SATISFIED ARE YOU WITH THE WARRANTY IT SYSTEM OF YOUR OEM?

Overall results

• Chinese Domestic and Other Western provide the most liked warranty IT system

• Premium rated lowest for satisfied dealers at 86%


Brand results

• Six brands rated 100% satisfied with the warranty IT system

• No unsatisfied dealers for warranty IT system

• Brand X rated significantly lower for satisfaction at 80%


NONE OF THE DEALERS ARE DISSATISFIED WITH THE WARRANTY IT SYSTEM.

WARRANTY IT SYSTEM SATISFACTION


100

90

80

70

60

50

40

30

20

10


WARRANTY IT SYSTEM SATISFACTION


100

90

80

70

60

50

40

30

20

10

0 K M V N O S D Y U B P C * R Z F I L J T X X

*Industry Average

10

Q11. HOW DO YOU RATE THE ADMINISTRATION OF YOUR MAIN BRAND’S GOODWILL POLICY?

Overall results

• Premium significantly lower than other groups for ease of policy and goodwill administration rating (53%) and higher for complicated rating (10%)

• This rating is very different from the results in Europe where Premium clearly leads with 80%

• Due to the low satisfaction among the Premium dealers, industry average is lower at 67% (5% lower than in Europe)

PREMIUM DEALERS PROVIDE THE MOST COMPLICATED GOODWILL SYSTEM.

POLICY AND GOODWILL ADMINISTRATION ASSESSMENT

COMPLICATED MIDDLE EASY INDUSTRY AVERAGE

100

90

80

70

60

50

40

30

20

10


11

Q12. HOW DO YOU RATE THE ACTUAL LEVEL OF GOODWILL POLICY THAT IS GIVEN BY YOUR MAIN BRAND?

Overall results

• Contrary to the rating of the policy system, here Premium is the only group to have no unsatisfied dealers

• Chinese Domestic is the only group to fall below industry average for satisfaction

• Industry average 91% (23% higher than in Europe)

PREMIUM DEALERS CLEARLY DIFFERENTIATE BETWEEN POLICY SYSTEM AND LEVELS.

POLICY AND GOODWILL LEVEL ASSESSMENT


100

90

80

70

60

50

40

30

20

10


12

Q15. HOW SATISFIED ARE YOU WITH THE WARRANTY LABOUR RATE PER HOUR?

Overall results

• Chinese Domestic rates highest for satisfaction with labour rate at 83%

• Market Leaders with lowest satisfaction rating (77%) and most unsatisfied dealers (3%)

• Widespread positive view of labour rates


Brand results

• Significant overall gap between brands at 37%

• Brand M rates equal lowest for satisfaction (60%) and equal highest for unsatisfied dealers (7%)

• The single brands of the groups have very different results

SOME BRANDS HAVE ROOM FOR IMPROVEMENT WITH A SIGNIFICANT 37% OVERALL GAP BETWEEN BRANDS FOR LABOUR RATE SATISFACTION.

LABOUR RATE SATISFACTION


100

90

80

70

60

50

40

30

20

10


LABOUR RATE SATISFACTION


100

90

80

70

60

50

40

30

20

10

0 Q T P N O K U S F B J I * L Y Z V C R D X M

*Industry Average

13

Q16. HOW SATISFIED ARE YOU WITH THE REIMBURSEMENT FOR PARTS / HANDLING CHARGE?

Overall results

• All groups rate close to industry average, but the results should be taken with a caution: the grouping used does not represent a homogeneous group

• Dealers of same group among top and bottom performers

• Premium most unsatisfied dealers at 2%


Brand results

• The view on individual brands is a completely different picture to the overall ratings


• More brands rate below than above industry average for satisfaction with reimbursement for parts / handling charge


MORE BRANDS RATE BELOW THAN ABOVE INDUSTRY AVERAGE FOR SATISFACTION WITH REIMBURSEMENT FOR PARTS / HANDLING CHARGE.

REIMBURSEMENT FOR PARTS / HANDLING CHARGE


100

90

80

70

60

50

40

30

20

10


REIMBURSEMENT FOR PARTS / HANDLING CHARGE


100

90

80

70

60

50

40

30

20

10

0 U T L Q N J S F B * C K I D O M Y P V R Z X

*Industry Average

14

15

WHAT WORKS VERY WELL WITH YOUR OEM WARRANTIES?

WHAT DOES NOT WORK WELL WITH YOUR OEM WARRANTIES?

Q17. WHAT WORKS VERY WELL WITH YOUR OEM IN WARRANTY?

Overall results*

• Dealers like ‘parts delivery’, ‘speed’ and ‘service’

• ‘System’ is not mentioned frequently yet had six brands with a 100% satisfaction rating and 93% industry average

Q18. WHAT DOES NOT WORK WELL WITH YOUR OEM?

Overall results*

• ‘Parts delivery’ also highest mentioned issue for not working well by a significant margin

• ‘Warranty process’ again the second ranking issue mentioned by dealers

• ‘Policy process’ remarkably high, as well as ‘warranty coverage’, showing dealers require more cover from the OEMs

* The numbers indicate the frequency of mentioning by the dealers; multiple answers possible; results are keyword coded.

DEALERS WANT BETTER WARRANTY COVERAGE, MORE POLICY AND EASIER PROCESSES.

16

WHAT SHOULD YOUR OEM CHANGE TO MAKE WARRANTIES EASIER FOR YOU?Q19. WHAT SHOULD YOUR OEM CHANGE TO MAKE WARRANTY EASIER FOR YOU?

Overall results*

• ‘Process’ and ‘training’ feature frequently when dealers comment on ways for OEMs to improve the ease of warranties

• ‘Technical support‘ and ‘communication’ mentioned quite often

CHANGES TO PARTS DELIVERY AND WARRANTY PROCESS WILL MAKE IT EASIER FOR DEALERS.

17

Q20. DO YOU THINK THAT THE WARRANTY PROCESSES AND SYSTEMS OF YOUR OEM OVERALL SUPPORT THE CUSTOMER LOYALTY IN SERVICE AND NEW VEHICLE SALES?

Overall results

• Premium rates highest at 96%

• Only 2% over all groups disagree


Brand results

• Overall gap between brands very low with 13%

• Four brands agree 100% that warranty processes and systems support customer loyalty

• Brand D has significant disagreement at 7%

DEALERS AGREE THAT WARRANTY PROCESSES SUPPORT CUSTOMER LOYALTY.

DO WARRANTY PROCESSES AND SYSTEMS SUPPORT CUSTOMER LOYALTY?

DISAGREE INDIFFERENT AGREE INDUSTRY AVERAGE

100

90

80

70

60

50

40

30

20

10


DO WARRANTY PROCESSES AND SYSTEMS SUPPORT CUSTOMER LOYALTY?

DISAGREE INDIFFERENT AGREE BEST AND WORST IN CLASS

100

90

80

70

60

50

40

30

20

10

0 N L U J T F Y S Q Z V M * K B C O X D I P R

*Industry Average

18

Q21. DO YOU THINK THAT A WARRANTY PROGRAMME (E.G. EXTENSION, SERVICE CONTRACTS) CAN CREATE AN ACTIVE COMPETITIVE ADVANTAGE FOR YOU AS A DEALER?

Overall results

• Almost unanimous agreement on competitive advantage created by the warranty system



• Four brands rating 100% agreement

• Only one brand in 100% agreement that warranty processes and systems support customer loyalty and create an active competitive advantage

BRANDS AGREE THAT WARRANTY PROGRAMMES CREATE AN ACTIVE COMPETITIVE ADVANTAGE.

DO WARRANTY PROGRAMMES CREATE AN ACTIVE COMPETITIVE ADVANTAGE?

DISAGREE INDIFFERENT AGREE INDUSTRY AVERAGE

100

90

80

70

60

50

40

30

20

10


19

Q24. WHAT IS YOUR POSITION IN THE DEALERSHIP’S ORGANISATION?

Who answered the survey?

• The survey was mainly answered by service advisors, head of sales, and head of service / after sales managers

WHO ANSWERED THE SURVEY?

MECHANIC

OTHER

DEALER PRINCIPAL

HEAD OF SALES

SERVICE ADVISOR

HEAD OF SERVICE / AFTER SALES MANAGER

WARRANTY ADMINISTRATOR

Q22. WHAT IS THE SIZE OF YOUR DEALERSHIP, BY NEW VEHICLE SALES PER ANNUM?

Dealer size: new vehicle sales per annum

• The dealer sizes in the main between 500-5000 new vehicle sales per annum

WHAT WAS THE DEALER SIZE IN TERMS OF NEW VEHICLE SALES P.A.?

0-50

50-100

100-200

200-300

300-500

500-1000

1000-2000

2000-5000

MORE THAN 5000 CARS PER ANNUM

Q23. WHAT IS THE SIZE OF YOUR DEALERSHIP, BY SERVICE JOB CARDS PER ANNUM?

Dealer size: job cards per annum

• The dealer size by job cards per annum tended towards 3,000 to above 10,000

WHAT WAS THE SIZE OF THE ANSWERING DEALERS IN TERMS OF JOB CARDS P.A.?

0-500

500-1000

1000-2000

2000-3000

3000-5000

5000-10000

ABOVE 10000

20

V. MAIN FINDINGSThe main findings of the survey are summarised as follows:

• Dealers in China tend to give relatively positive answers, but the differentiation in Q11 and Q12 (i.e. policy administration and policy level) show that answers do highlight dealers’ concerns

• The overall satisfaction with the ease of doing business is the same as in Europe, which considering the sample size means it cannot just be a coincidence, but instead shows the true market perception

• The gaps between the brands are significant and need to be analysed by the brands in detail to understand their competitive position

• The areas of personal interaction (i.e. field force, hotlines and audits) seem to be okay overall, with a few brands showing slightly lower agreements that leave questions as to why they lag

• Reimbursement levels are not a major concern, although the overall satisfaction of the dealers is significantly lower than for the overall system, but this is somewhat expected as it involves the financial part of warranty

• The results related to Q16 should be taken with caution: the grouping used is not representative of homogeneous groups; in fact the brands within some groups rank top three and bottom three at the same time

• Policy administration systems are an issue for many OEMs, especially Premium which, while clearly leading in Europe, receives quite low ratings in China

• Policy levels are okay, but are still mentioned in the verbatims showing that the coverage for some brands is not in line with the quality and service expectation of the customers

• Dealers find the warranty system and processes and the warranty offering of their OEM as suitable for aiding with customer loyalty and competitive advantage

DEALERS SATISFIED WITH PAYMENT LEVELS.

POLICY ADMINISTRATION DOES NOT MATCH OVERALL SATISFACTION LEVELS.

PREMIUM DEALERS NOT AS SATISFIED AS THEIR EUROPEAN COUNTERPARTS.

21

VI. CONCLUSIONSIn the first competitive warranty satisfaction survey in China, conducted as part of a global survey, results overall are very positive. Results show the desired differentiation when it comes to specific areas, meaning answers are not simply given to appease the survey. Chinese culture and mentality may have played a role in the answers to some of the questions, especially the relatively low share of negative answers. However, on the other hand there are plenty of low ratings on some of the questions, which give lots of room for thought and action for some OEMs.

Brands of the same OEM family have often very different ratings showing that best practices are not yet transferred in a sufficient manner between the brands in one corporation.

Complicated policy administration will lead to unsatisfied customers, as dealers will be reluctant to commit towards the customer if they are unsure about a timely response. The overall high satisfaction with the policy levels compensates, but shows there is still more to do for process improvements.

The very high levels of satisfaction with the personal areas show that OEMs have their field facing people aligned and doing a great job. However, in some areas (e.g. audits) a less enthusiastic result could be acceptable

since dealers and OEMs tend to have issues with the warranty administration. The fact that everyone agrees that the warranty system provides a competitive advantage is not only a good sign, it also means that the potential to truly make an advantage is very limited, as everyone seems to be convinced they already have this advantage (but in reality it might not be there).

The recent and ongoing massive growth of new vehicle sales is an important factor for understanding the survey results. In a fast growing and profitable market, warranty problems, traditionally, are not the focus and are often considered secondary. But the preparation for when there is stronger competition and lower growth rates should begin now while markets are still buoyant. In that regard, many OEMs with slightly lower results should take actions to ensure they close the gap, and even the top rated OEMs must ensure that the good ratings are a result of real satisfaction with the processes, systems and warranty coverage.

BEST PRACTICES BETWEEN BRANDS OF THE SAME OEM DO NOT SUFFICIENTLY TRANSFER.

PERSONAL AREAS NOT A CONCERN – AUDITS MAY BE TOO POSITIVELY RATED.

OEMS MUST PREPARE FOR TIMES OF LOWER GROWTH AND MAKE SURE PROCESSES REMAIN ROBUST, COST EFFECTIVE AND CUSTOMER-CENTRIC.

22

ABOUT THE AUTHORS

Roland Gagel Global Automotive Sector Manager, SGS

Roland Gagel is the Global Sector Manager for SGS Automotive, responsible for growing and developing SGS’ automotive audits and performance management business with manufacturers and suppliers. Roland joined SGS in 2011 after 15 years of extensive experience in the automotive sector. He started his career with General Motors Europe Purchasing Organisation at Adam Opel AG in Rüsselsheim. After holding a buyers position in Advance Purchasing, he was responsible for the QS 9000 (now ISO/TS 16949) certification of General Motors (GM) European suppliers.

Joining the Aftersales Organisation in 2001, Roland then moved into warranty; first in the area of supplier cost recovery, and then in operational warranty management of the Opel Germany Warranty team. Between 2008 and 2011, he was the head of European Warranty Operations of GM and led several projects to increase cost control within the dealer field while reducing warranty administration expenses.

Being the author of several warranty related studies and whitepapers, Roland is a frequent speaker at global warranty conferences within Europe and the US.

Roland was born and raised in Wiesbaden, Germany. He holds a joint masters degree in Mechanical Engineering and Business Administration from the Technical University Darmstadt.

Tracy Li Senior Manager Business Development and Marketing, SGS China

Tracy Li is the Senior Manager of Business Development and Marketing in SSC, SGS-CSTC Standards Technical Services Co., Ltd. (SGS China). She has been with SGS for over 18 years and as a part of her role leads the development and implementation of different automotive projects. This covers sales, after sales and dealer network audits, supply chain development programmes and quality and performance improvement for both foreign and local brands. In light of the rapidly changing Chinese business environment, she also carries out various market research projects each year in automotive, service and other key sectors working with marketing team members cross China. Research she has conducted includes: the Development of Automotive OEMs in China; and the Automotive Supply Chain Development Survey.

Tracy holds a Masters degree in Economics from University of International Business and Economics in Beijing.

ABOUT SGS

SGS is the world’s leading inspection, verification, testing and certification company. SGS is recognised as the global benchmark for quality and integrity. With more than 80,000 employees, SGS operates a network of over 1,650 offices and laboratories around the world.

SGS can support you in the goals of ensuring dealer franchise satisfaction by using our experience in the automotive industry and benchmarking best practices. We deliver results and analysis in a concise, clear and meaningful format; and make recommendations for action plans on any issues arising with dealers to ensure the improvement of your business.

Enhancing processes, systems and skills is fundamental to your ongoing success and sustained growth. We enable you to continuously improve, transforming your services and value chain by increasing performance, managing risks, better meeting stakeholder requirements, and managing sustainability.

With a global presence, we have a history of successfully executing large-scale, complex international projects. Our people speak the language, understand the culture of the local market and operate globally in a consistent, reliable and effective manner.

COPYRIGHT NOTICE

© SGS Group Management SA – 2014 – All rights reserved - SGS is a registered trademark of SGS Group Management SA.

This study is the property of SGS Group Management SA and all intellectual property therein, including all proprietary and confidential information, know-how, designs and/or data, remains vested in and is owned by SGS Group Management SA. This document may also contain information, drawings, designs or plans owned by Third Parties and such information may be proprietary and confidential and protected by intellectual property rights of such Third Parties. This document may not be used, copied, and/or reproduced by any means, electronic or mechanical, in whole or in part for any purpose, unless such usage, copying and/or reproduction has been specifically permitted in writing by SGS Group Management SA and necessary royalty arrangements are concluded. Requests should be addressed to SGS ICS GmbH, Roland Gagel, Im Maisel 14, 65232 Taunusstein.

FOR MORE INFORMATION VISIT WWW.SGS.COM OR WWW.SGSGROUP.COM.CN AND CONTACT [email protected] OR [email protected]

TO VIEW THE RESULTS OF THE 2014 WARRANTY MANAGEMENT SURVEYS IN EUROPE AND IN BRAZIL, DOWNLOAD COMPLIMENTARY WHITE PAPERS AT WWW.SGS.COM/WHITEPAPERS

WWW.SGS.COM

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