dealer attitude survey - nfda-uk.co.uk · by 0.1 points from six months ago and by 0.4 from last...

Dealer Attitude Survey Winter 2018/2019


2

Contents

• Introduction……………………………………………… 3

• Profit return……………………………………………… 4

• Return on investment…………………………………... 7

• Targets………………………………………………....... 9

• Self-registrations………………………………………... 11

• Incentives………………………………………………... 12

• Day-to-day working relationship………………………. 13

• Standards and performance measures………………. 15

• Used cars………………………………………………... 17

• Future directions………………………………………... 19

• Overall manufacturer scores…………………………... 21

Dealer Attitude


3

Introduction

Dear Colleague,

Thirty years after the launch of the NFDA Dealer Attitude Survey in 1989, we are pleased to present the findings of the winter 2018/2019 survey. Although the questions have changed and the profile has grown exponentially, the purpose of the study remains the same. It is to monitor the health of the relationship between franchised dealers and their respective manufacturers.

The National Franchised Dealers Association (NFDA), which represents franchised car and commercial vehicle retailers in the UK, carries out the Dealer Attitude Survey twice a year. Over the past thirty years, we have been improving the survey, adding new questions and updating others. This continues to allow us to use the results as a reliable source of data reflecting the general state of the dealer/manufacturer relationship.

This survey was conducted in January 2019 and asked franchised dealers about their on-going relationship with their respective manufacturers. Dealers were asked a series of questions covering a range of business aspects and their impact on the relationship with the manufacturers. Responses are scored from 1 (extremely dissatisfied) to 10 (extremely satisfied). The NFDA surveyed 30 franchise networks and received 1,742 responses from dealers, equating to a 40% response rate.

When the survey was launched, dealers were asked 16 questions in total and returned an overall average of about 6.3 points out of 10. Today, the average across all questions is slightly lower at 5.9, and the survey runs to a total of 52 questions.

In 1989, dealers were mostly concerned about their manufacturers’ ability to take their views into account, the effectiveness of their dealer councils and the margin impact of their marketing strategy.

The latest Dealer Attitude Survey shows that in 2019 the areas of major concern for dealers are: current profit return, return on capital and the alternative fuel offering of their manufacturers, although this is gradually improving. On the other hand, dealers are mostly satisfied with margins on used car sales and their manufacturers’ used car programme.

This report is a summary of the results of the Dealer Attitude Survey Winter 2018/2019. It includes charts and analysis of the main questions giving an overview of the findings. A full version of the report is available on request.

The survey was analysed by the NFDA. For more information, contact Louise Woods, 01788 538332 or [email protected]

Sue Robinson Director, National Franchised Dealers Association


4

Profit return

How satisfied are you with the current profit return from representing your business?

Top performer: Kia 8.5 points

Bottom performer: Citroen 2.3 points

Biggest improvement: Mercedes +3.5 points

Largest decline: BMW -1.4 points

Average score: 5.0 points

Previous average: 4.9 points

Summary

The average score of dealers’ satisfaction with their current profit return increased by 0.1

points compared to the previous survey. There were 13 responses above the 5.0 neutral

score, 17 dealer networks saw their levels of satisfaction increase, 12 experienced a decrease

and 1 did not change.

2.3

2.6

2.7

3.0

3.1

3.5

3.5

4.1

4.1

4.2

4.3

4.5

4.6

4.7

4.7

4.9

4.9

5.1

5.5

5.6

5.8

5.9

6.5

6.8

7.1

7.5

7.6

7.6

7.9

8.5

[2.6]

[4.0]

[2.4]

[2.1]

[3.4]

[4.4]

[3.8]

[2.6]

[5.2]

[4.9]

[5.1]

[4.9]

[5.0]

[5.2]

[3.1]

[5.1]

[4.8]

[4.6]

[4.6]

[5.0]

[5.1]

[5.2]

[4.8]

[6.3]

[5.9]

[7.4]

[4.1]

[6.4]

[7.9]

[8.0]

5.0

0

0.1

0.2

0.3

0.4

0.5

0.6

0.7

0.8

0.9

1

0 1 2 3 4 5 6 7 8 9 10

CITROEN

BMW

JEEP

ALFA ROMEO

FIAT

ABARTH

AUDI

JAGUAR

VOLKSWAGEN

NISSAN

RENAULT

FORD

HONDA

DACIA

VOLVO

MINI

MITSUBISHI

VAUXHALL

SKODA

SUBARU

HYUNDAI

PEUGEOT

LAND ROVER

MAZDA

SUZUKI

LEXUS

MERCEDES

SEAT

TOYOTA

KIA

Figures in white = Winter 2018/2019

Figures in black = Summer 2018


5

Profit return

How satisfied are you with the future profit return from representing your business?


Bottom performer: Fiat 2.9 points

Biggest improvement: Land Rover +1.4 points




Summary

Once again, dealers showed more optimism about their future profit than their current one with

an average score of 5.3 points, down by 0.1 points from six months ago but up by 0.5 points

from the previous winter survey. Overall, 14 scores improved, 15 decreased and 1 remained

the same. There were 16 scores above 5.0.

2.9

3.0

3.2

3.2

3.2

3.5

3.9

4.2

4.4

4.5

4.5

4.6

4.8

4.9

5.1

5.3

5.3

5.4

5.7

5.8

6

6.2

6.4

6.7

7.0

7.3

7.3

8.3

8.5

8.7

[3.8]

[3.0]

[2.4]

[5.7]

[3.9]

[4.6]

[4.4]

[5.8]

[3.9]

[4.8]

[5.5]

[5.2]

[5.5]

[4.8]

[5.8]

[5.5]

[4.2]

[6.0]

[4.8]

[5.5]

[5.3]

[5.4]

[5.0]

[6.0]

[6.7]

[6.7]

[6.6]

[8.5]

[8.6]

[8.2]

5.3

0

0.1

0.2

0.3

0.4

0.5

0.6

0.7

0.8

0.9

1

0 1 2 3 4 5 6 7 8 9 10

FIAT

JEEP

ALFA ROMEO

BMW

CITROEN

ABARTH

VAUXHALL

RENAULT

JAGUAR

FORD

VOLKSWAGEN

AUDI

HONDA

NISSAN

MINI

DACIA

VOLVO

MITSUBISHI

SKODA

SUBARU

HYUNDAI

PEUGEOT

LAND ROVER

SUZUKI

MAZDA

MERCEDES

SEAT

TOYOTA

LEXUS

KIA


6

Profit return

How satisfied are you with your total margin on new vehicles?

Top performer: Lexus and Kia 8.7 points

Bottom performer: Fiat 3.1 points


Largest decline: Abarth -1.6 points



Summary

The average dealers’ satisfaction with total margin on new vehicles continued to increase: it

was up by 0.2 points from six months ago and up by 0.5 points from last winter. Almost two

thirds of respondents (18; 60%) saw their score improve and about the same number of

responses (17; 57%) were above the neutral mark of 5.0.

3.1

3.5

3.7

3.7

3.8

3.8

4.1

4.1

4.2

4.5

4.6

4.7

5.0

5.1

5.3

5.5

5.5

5.6

5.8

6.0

6.1

6.4

6.6

6.6

6.8

7.0

7.9

8.4

8.7

8.7

[4.2]

[5.1]

[4.0]

[4.1]

[4.1]

[3.6]

[3.1]

[4.1]

[3.5]

[5.0]

[4.1]

[4.5]

[3.6]

[5.3]

[5.2]

[5.1]

[6.1]

[3.9]

[6.2]

[4.6]

[5.3]

[5.9]

[6.0]

[5.9]

[6.8]

[6.3]

[8.1]

[6.0]

[8.3]

[8.2]

5.4

1

0

0.1

0.2

0.3

0.4

0.5

0.6

0.7

0.8

0.9

1

0 1 2 3 4 5 6 7 8 9 10

FIAT

ABARTH

BMW

CITROEN

FORD

JEEP

ALFA ROMEO

DACIA

VAUXHALL

MITSUBISHI

VOLVO

MINI

JAGUAR

NISSAN

HYUNDAI

RENAULT

VOLKSWAGEN

AUDI

HONDA

SKODA

PEUGEOT

SUBARU

LAND ROVER

SUZUKI

MAZDA

SEAT

TOYOTA

MERCEDES

KIA

LEXUS


7

Return on investment

How satisfied are you with the required level of capital investment?


Bottom performer: Jaguar 1.8 points

Biggest improvement: Mercedes and Dacia +2.4 points




Summary

At 5.3 points, the average dealers’ satisfaction required level of capital investment saw a slight

decline of 0.1 points from the summer survey but was 0.3 points higher than 12 months ago.

18 scores improved, while 12 declined. More than half of the dealer networks surveyed (16;

53%) gave an answer above 5.0.

1.8

2.8

3.4

3.5

3.6

3.7

4.0

4.2

4.3

4.3

4.4

4.7

4.7

5.0

5.3

5.3

5.4

5.5

5.7

5.8

6.0

7.1

7.2

7.3

7.3

7.9

8.0

8.5

8.9

9.0

[2.7]

[2.6]

[3.0]

[2.5]

[5.7]

[4.0]

[2.8]

[2.6]

[4.4]

[4.6]

[5.3]

[5.7]

[4.4]

[5.5]

[5.6]

[5.7]

[5.1]

[6.5]

[5.2]

[5.3]

[5.4]

[4.7]

[6.5]

[6.7]

[7.2]

[7.1]

[8.3]

[8.1]

[6.5]

[8.7]

5.3

0

0.1

0.2

0.3

0.4

0.5

0.6

0.7

0.8

0.9

1

0 1 2 3 4 5 6 7 8 9 10

JAGUAR

CITROEN

JEEP

ALFA ROMEO

BMW

FIAT

VOLVO

LAND ROVER

ABARTH

AUDI

VOLKSWAGEN

RENAULT

VAUXHALL

MINI

FORD

HONDA

NISSAN

MITSUBISHI

HYUNDAI

SKODA

PEUGEOT

DACIA

SUBARU

MAZDA

SEAT

SUZUKI

TOYOTA

LEXUS

MERCEDES

KIA


8

Return on investment

How satisfied are you with the return on capital for your dealership?







Summary

Although the average score remains low, dealers’ levels of satisfaction with the return on

capital for their dealerships also improved in this issue of the survey. The score of 4.9 was up

by 0.1 points from six months ago and by 0.4 from last year. Over the past six months, 17

dealer networks out of 30 saw their score increase. Less than half of the respondents (12;

40%) gave a score above the neutral mark of 5.0.

2.3

2.5

2.6

2.8

2.8

3.5

3.5

3.9

3.9

4.1

4.2

4.3

4.4

4.6

4.7

4.7

4.8

4.9

5.2

5.5

5.5

5.6

5.9

6.5

7.0

7.4

7.8

7.9

8.2

8.6

[2.5]

[2.2]

[4.4]

[2.0]

[3.2]

[3.7]

[4.1]

[2.4]

[5.2]

[5.2]

[4.6]

[3.1]

[5.1]

[3.5]

[5.1]

[5.3]

[5.2]

[4.1]

[4.9]

[4.3]

[5.0]

[5.2]

[6.2]

[6.2]

[6.2]

[4.5]

[8.1]

[7.8]

[8.0]

4.9

0

0.1

0.2

0.3

0.4

0.5

0.6

0.7

0.8

0.9

1

0 1 2 3 4 5 6 7 8 9 10

CITROEN

JEEP

BMW

ALFA ROMEO

FIAT

ABARTH

AUDI

JAGUAR

VOLKSWAGEN

NISSAN

RENAULT

VOLVO

MINI

LAND ROVER

FORD

HONDA

MITSUBISHI

VAUXHALL

HYUNDAI

PEUGEOT

SKODA

SUBARU

DACIA

MAZDA

SUZUKI

SEAT

MERCEDES

TOYOTA

LEXUS

KIA


9

Targets

How satisfied are you that the volume target aspirations of your manufacturer are

realistic?

Summary

The average score indicating dealers’ satisfaction with their manufacturers’ target aspirations

rose from 4.5 to 5.2 over the last twelve months (six months ago the average was 4.8). The

vast majority of the dealer networks surveyed (21; 70%) saw their score grow, 7 decreased

and 2 remained unchanged. More than half of the manufacturers (17; 57%) had a score above

5.0.

3.1

3.1

3.3

3.3

3.5

3.8

3.9

3.9

4.1

4.4

4.4

4.4

4.7

5.2

5.3

5.4

5.4

5.5

5.9

6.1

6.1

6.2

6.2

6.3

7.2

7.3

7.6

8.1

8.4

8.5

[3.5]

[3.3]

[4.0]

[3.3]

[3.1]

[2.3]

[3.9]

[3.1]

[2.6]

[5.0]

[5.4]

[3.1]

[4.3]

[3.6]

[5.8]

[5.2]

[4.8]

[5.0]

[5.8]

[5.8]

[6.7]

[5.2]

[3.7]

[6.2]

[6.6]

[6.8]

[8.0]

[8.1]

[8.0]

5.20

0.1

0.2

0.3

0.4

0.5

0.6

0.7

0.8

0.9

1

0 1 2 3 4 5 6 7 8 9 10

AUDIDACIA

BMWCITROEN

JEEPRENAULT

ALFA ROMEOFORD

VAUXHALLFIAT

NISSANVOLKSWAGEN

VOLVOABARTHJAGUARHONDA

MITSUBISHIHYUNDAI

PEUGEOTLAND ROVER

MINISEAT

SKODAMERCEDES

SUBARUMAZDASUZUKI

TOYOTAKIA

LEXUS

Top performer: Lexus 8.5 points

Bottom performer: Audi and Dacia 3.1 points


Largest decline: Volkswagen -1.0 points




10

Targets

How satisfied are you with your new car targeting process?

Summary

The average dealers’ satisfaction with their new car targeting process grew by 0.4 points from

six months ago. Two thirds of respondents (20; 67%) saw their rating improve, while 9 declined

and 1 did not change. There were still less than half of the responses above 5.0 points (13;

43%).

2.4

3.2

3.3

3.4

3.5

3.8

4.0

4.1

4.1

4.1

4.5

4.6

4.7

4.8

4.9

5.0

5.0

5.5

5.9

5.9

5.9

6.0

6.2

6.3

6.7

7.2

7.3

8.2

8.3

8.5

[3.2]

[3.4]

[3.6]

[3.7]

[3.3]

[2.8]

[3.8]

[4.1]

[5.2]

[2.7]

[5.2]

[4.9]

[2.9]

[4.4]

[5.2]

[4.0]

[5.1]

[3.2]

[5.2]

[4.6]

[5.1]

[5.7]

[4.9]

[6.2]

[6.1]

[6.0]

[6.3]

[8.1]

[7.7]

[8.4]

5.1

0

0.1

0.2

0.3

0.4

0.5

0.6

0.7

0.8

0.9

1

0 1 2 3 4 5 6 7 8 9 10

DACIA

AUDI

RENAULT

JEEP

CITROEN

ALFA ROMEO

FORD

FIAT

VOLKSWAGEN

VOLVO

NISSAN

ABARTH

VAUXHALL

BMW

HONDA

HYUNDAI

MITSUBISHI

JAGUAR

LAND ROVER

MERCEDES

PEUGEOT

MINI

SKODA

SEAT

MAZDA

SUBARU

SUZUKI

TOYOTA

KIA

LEXUS


Bottom performer: Dacia 2.4 points

Biggest improvement: Jaguar +2.3 points

Largest decline: Volkswagen -1.1 points




11

Self-registrations

How satisfied are you with your manufacturer’s inducement to self-register vehicles?

Summary

The average dealers’ satisfaction levels with manufacturers’ inducement to self-register

vehicles rose from 5.1 to 5.2 points. A year ago, the average score was 4.8. Slightly more than

half of the dealer networks (16; 53%) saw their score grow, 13 gave a lower rating than six

months ago and 1 remained static. More than half of the responses (17; 57%) were higher

than 5.0.

2.5

2.8

3.5

3.5

3.8

3.8

3.9

4.0

4.1

4.3

4.4

4.5

4.9

5.1

5.1

5.2

5.3

5.7

5.8

6.0

6.0

6.1

6.1

6.3

7.2

7.5

7.5

7.9

8.4

8.8

[3.8]

[3.3]

[4.0]

[4.5]

[4.2]

[2.9]

[3.0]

[3.6]

[2.3]

[4.9]

[5.6]

[2.7]

[4.8]

[4.0]

[6.1]

[6.2]

[5.9]

[4.7]

[6.2]

[6.7]

[5.3]

[3.2]

[5.5]

[6.9]

[6.5]

[6.9]

[6.1]

[7.6]

[8.4]

[7.7]

5.2

0

0.1

0.2

0.3

0.4

0.5

0.6

0.7

0.8

0.9

1

0 1 2 3 4 5 6 7 8 9 10

BMW

AUDI

CITROEN

NISSAN

DACIA

JEEP

FIAT

ABARTH

ALFA ROMEO

FORD

VOLKSWAGEN

VAUXHALL

HYUNDAI

JAGUAR

RENAULT

MINI

MITSUBISHI

VOLVO

HONDA

LAND ROVER

SKODA

MERCEDES

PEUGEOT

MAZDA

SUBARU

SEAT

SUZUKI

TOYOTA

KIA

LEXUS


Bottom performer: BMW 2.5 points






12

Incentives

How satisfied are you with your current bonus and rebate rates on new car sales?




Largest decline: Abarth -1.7 points



Summary

Satisfaction levels continued the positive trend in this area, up by 0.1 points from six months

ago and by 0.5 compared to the last winter survey. Overall, 16 networks improved while 14

declined, and 19 networks had a score above the neutral mark of 5.0 points.

2.2

3.2

3.4

3.5

3.6

3.8

3.9

4.7

4.8

4.9

5.0

5.1

5.1

5.1

5.2

5.2

5.3

5.8

5.8

5.9

5.9

6.2

6.7

6.8

7.1

7.3

7.5

8.3

8.5

8.8

[3.1]

[4.3]

[5.1]

[3.7]

[3.9]

[3.2]

[5.0]

[4.2]

[4.1]

[5.4]

[5.1]

[5.5]

[5.2]

[5.5]

[4.9]

[5.5]

[4.1]

[6.3]

[5.0]

[4.0]

[5.3]

[6.4]

[6.0]

[6.5]

[6.5]

[4.9]

[6.4]

[8.1]

[8.3]

[8.2]

5.4

0

0.1

0.2

0.3

0.4

0.5

0.6

0.7

0.8

0.9

1

0 1 2 3 4 5 6 7 8 9 10

DACIA

FIAT

ABARTH

CITROEN

JEEP

ALFA ROMEO

BMW

VAUXHALL

VOLVO

MITSUBISHI

FORD

MINI

NISSAN

RENAULT

HYUNDAI

VOLKSWAGEN

AUDI

HONDA

SKODA

JAGUAR

PEUGEOT

LAND ROVER

SUBARU

MAZDA

SUZUKI

MERCEDES

SEAT

KIA

TOYOTA

LEXUS


13

Day-to-day working relationship

How satisfied are you with your ability to do business with your manufacturer on a

day-to-day basis?

Top performer: Toyota 9.5 points

Bottom performer: Jeep, Fiat and Citroen 4.0 points


Largest decline: Renault -1.2 points



Summary

The ability to do business on a day-to-day basis is a crucial aspect of the dealer/manufacturer

relationship. The average score remained unchanged from six months ago. More than half of

the respondents saw an improvement in score (17; 57%), while 11 went down and 2 did not

change. The majority of the ratings were above 5.0 points (24; 80%).

4.0

4.0

4.0

4.3

4.4

4.6

5.4

5.7

5.7

5.7

5.7

5.8

5.9

5.9

6.2

6.3

6.4

6.6

6.6

6.9

6.9

7.4

7.6

7.8

7.8

7.9

9.0

9.2

9.3

9.5

[3.7]

[3.9]

[4.0]

[3.2]

[4.4]

[5.6]

[6.0]

[5.9]

[4.4]

[6.2]

[4.7]

[6.2]

[5.4]

[7.1]

[5.9]

[5.7]

[4.8]

[7.0]

[5.5]

[6.8]

[7.0]

[8.2]

[7.1]

[6.9]

[7.3]

[8.1]

[7.0]

[9.3]

[9.1]

[9.0]

6.2

0

0.1

0.2

0.3

0.4

0.5

0.6

0.7

0.8

0.9

1

0 1 2 3 4 5 6 7 8 9 10

CITROEN

FIAT

JEEP

ALFA ROMEO

ABARTH

AUDI

VAUXHALL

FORD

JAGUAR

VOLKSWAGEN

VOLVO

NISSAN

DACIA

RENAULT

HYUNDAI

SKODA

LAND ROVER

BMW

PEUGEOT

HONDA

MITSUBISHI

MINI

SUZUKI

SEAT

SUBARU

MAZDA

MERCEDES

KIA

LEXUS

TOYOTA


14

Day-to-day working relationship

How satisfied are you that the management of your manufacturer actually takes

dealers’ views and opinions into account?


Bottom performer: Jeep, Fiat and Citroen 3.7 points





Summary

The average score of 5.5 is 0.2 points lower than six months ago and 0.2 pints higher than a

year ago. Overall, half of the manufacturers had a higher score than six months ago, 12 ratings

were lower and 3 did not change. Slightly more than half of the responses (16; 53%) were

above the neutral mark of 5.0.

3.7

3.7

3.7

4.0

4.1

4.1

4.2

4.3

4.3

4.3

4.6

4.6

4.7

4.9

5.3

5.8

5.8

6.1

6.1

6.2

6.6

6.8

7.0

7.2

7.3

7.5

8.9

9.2

9.2

9.4

[3.5]

[3.5]

[3.6]

[4.6]

[4.2]

[3.2]

[5.1]

[6.4]

[4.4]

[5.9]

[5.3]

[6.1]

[5.7]

[3.2]

[4.0]

[5.0]

[5.2]

[5.0]

[6.7]

[5.3]

[6.6]

[6.8]

[6.4]

[7.5]

[6.7]

[7.6]

[7.0]

[9.2]

[9.0]

[9.2]

5.5

0

0.1

0.2

0.3

0.4

0.5

0.6

0.7

0.8

0.9

1

0 1 2 3 4 5 6 7 8 9 10

CITROENFIAT

JEEPVAUXHALL

ABARTHALFA ROMEO

FORDBMW

DACIAVOLKSWAGEN

AUDIRENAULT

NISSANVOLVO

JAGUARHYUNDAI

SKODALAND ROVER

MITSUBISHIPEUGEOT

HONDASUZUKI

SEATMINI

SUBARU

MAZDAMERCEDES

LEXUSTOYOTA

KIA


15

Standards and performance measures

How satisfied are you that your manufacturer’s dealer standards are fair and

reasonable?

Top performer: Mercedes 9.3 points


Biggest improvement: Jaguar +1.4 points




Summary

The average dealers’ satisfaction with manufacturers’ standards remained stable following an

improvement of 0.3 points from last year. More than half of the respondents (18; 60%) saw an

improvement in score, 11 declined and 1 did not change. Most of the responses were above

5.0 (23; 77%).

3.7

3.8

4.2

4.5

4.5

4.6

4.9

5.1

5.2

5.4

5.5

5.5

5.5

5.8

5.8

5.9

5.9

6.0

6.0

6.5

7.0

7.4

7.4

7.6

8.0

8.1

8.9

9.1

9.2

9.3

[3.7]

[4.5]

[4.4]

[5.7]

[4.8]

[3.3]

[4.3]

[6.3]

[5.5]

[5.9]

[7.3]

[4.1]

[5.4]

[4.8]

[5.8]

[5.6]

[5.5]

[5.0]

[4.7]

[7.0]

[6.8]

[7.1]

[6.5]

[7.8]

[7.3]

[7.7]

[8.6]

[9.0]

[9.0]

[8.3]

0

0.1

0.2

0.3

0.4

0.5

0.6

0.7

0.8

0.9

1

0 1 2 3 4 5 6 7 8 9 10

CITROEN

FIAT

JEEP

ABARTH

VAUXHALL

ALFA ROMEO

DACIA

AUDI

RENAULT

NISSAN

BMW

JAGUAR

VOLKSWAGEN

LAND ROVER

VOLVO

FORD

HYUNDAI

PEUGEOT

SKODA

MITSUBISHI

HONDA

MINI

SEAT

MAZDA

SUBARU

SUZUKI

TOYOTA

LEXUS

KIA

MERCEDES


16

Standards and performance measures

How satisfied are you that the performance measures used by your manufacturer on

your business are fair and reasonable?

Top performer: Mercedes and Kia 9.3 points


Biggest improvement: Alfa Romeo and Mercedes +1.2 points




Summary

In this area, the average score remained the same following an increase of 0.2 points recorded

six months ago. The same number of networks saw their score improve and decline (14; 47%)

while 2 did not change. Two thirds of the responses (20; 67%) were higher than the neutral

mark of 5.0.

3.4

3.6

4.0

4.1

4.3

4.5

4.6

4.8

4.9

4.9

5.2

5.3

5.4

5.7

6.0

6.1

6.1

6.2

6.3

6.3

6.4

7.2

7.2

7.2

7.7

7.8

8.7

9.1

9.3

9.3

[3.6]

[4.3]

[4.2]

[4.6]

[5.1]

[3.3]

[6.2]

[5.8]

[7.1]

[4.9]

[5.9]

[4.5]

[5.5]

[5.0]

[5.7]

[5.4]

[5.5]

[5.2]

[6.4]

[5.4]

[6.7]

[7.4]

[7.3]

[6.9]

[7.6]

[7.5]

[8.6]

[9.1]

[9.0]

[8.1]

5.9

0

0.1

0.2

0.3

0.4

0.5

0.6

0.7

0.8

0.9

1

0 1 2 3 4 5 6 7 8 9 10

CITROEN

FIAT

JEEP

VAUXHALL

ABARTH

ALFA ROMEO

AUDI

RENAULT

BMW

DACIA

NISSAN

VOLVO

VOLKSWAGEN

JAGUAR

FORD

HYUNDAI

LAND ROVER

PEUGEOT

HONDA

SKODA

MITSUBISHI

MAZDA

MINI

SEAT

SUZUKI

SUBARU

TOYOTA

LEXUS

KIA

MERCEDES


17

Used cars

How satisfied are you with your total margin on used car sales?




Largest decline: Dacia -1.8 points



Summary

This is the third time respondents were questioned about used car sales and the average

score continued to increase, up by 0.1 from last summer’s 6.5 and by 0.4 points from a year

ago. Overall, 19 ratings grew, 9 declined and 2 remained the same. A record 27 out of 30

scores were above 5.0 points.

3.6

4.8

4.9

5.1

5.2

5.5

5.6

5.9

6.0

6.0

6.1

6.1

6.3

6.5

6.6

6.6

6.8

6.9

7.0

7.0

7.1

7.1

7.1

7.3

7.3

7.4

7.8

7.9

8.1

8.7

[5.4]

[4.5]

[4.3]

[4.9]

[6.2]

[4.7]

[5.2]

[6.6]

[6.5]

[5.0]

[6.1]

[6.5]

[7.1]

[5.1]

[6.3]

[6.2]

[6.8]

[7.2]

[7.5]

[6.3]

[6.2]

[7.2]

[6.7]

[7.2]

[6.1]

[7.0]

[7.1]

[7.7]

[7.6]

[8.6]

6.6

0

0.1

0.2

0.3

0.4

0.5

0.6

0.7

0.8

0.9

1

0 1 2 3 4 5 6 7 8 9 10

DACIA

JEEP

ALFA ROMEO

FIAT

BMW

ABARTH

LAND ROVER

CITROEN

AUDI

JAGUAR

SKODA

VOLKSWAGEN

MITSUBISHI

MERCEDES

SEAT

VOLVO

FORD

VAUXHALL

HONDA

PEUGEOT

HYUNDAI

MAZDA

MINI

NISSAN

RENAULT

SUBARU

SUZUKI

LEXUS

TOYOTA

KIA


18

Used cars

How satisfied are you with your manufacturer's used car programme?




Largest decline: Ford -0.9 points



Summary

Retailers showed higher levels of satisfaction with their manufacturers’ used car

programmes, up by 0.3 points from six months ago. More than half had an improvement in

score (17; 57%), while the rest declined. Looking at the neutral 5.0 mark, 25 responses were

above it.

2.4

4.1

4.2

4.2

4.6

5.4

5.4

5.6

5.9

6.1

6.2

6.2

6.3

6.4

6.5

6.5

6.6

6.8

6.9

6.9

6.9

7.0

7.0

7.2

7.2

7.6

7.6

8.1

8.6

9.3

[3.1]

[3.5]

[3.2]

[3.4]

[3.2]

[6.3]

[4.8]

[4.7]

[6.0]

[6.4]

[6.7]

[6.4]

[7.0]

[6.8]

[5.7]

[6.6]

[4.6]

[7.0]

[5.3]

[6.7]

[7.1]

[7.7]

[6.8]

[7.3]

[7.1]

[7.3]

[7.1]

[7.5]

[5.9]

[8.7]

6.4

0

0.1

0.2

0.3

0.4

0.5

0.6

0.7

0.8

0.9

1

0 1 2 3 4 5 6 7 8 9 10

DACIA

ABARTH

FIAT

JEEP

ALFA ROMEO

FORD

RENAULT

HYUNDAI

SKODA

MITSUBISHI

CITROEN

SUZUKI

AUDI

HONDA

PEUGEOT

SEAT

JAGUAR

MAZDA

LAND ROVER

LEXUS

VOLKSWAGEN

VAUXHALL

VOLVO

NISSAN

SUBARU

BMW

TOYOTA

MINI

MERCEDES

KIA


19

Future directions

How satisfied are you with the alternative fuel vehicle offering?

Top performer: Toyota 9.7 points

Bottom performer: Abarth 1.4 points


Largest decline: Audi, Jaguar and Mazda -0.9 points



Summary

The average dealers’ satisfaction with the alternative fuel vehicle offering continued its

steady growth, up by 0.2 points from six months ago and 0.3 points from twelve months ago.

Out of all the respondents, 16 saw an increase in score, 12 went down and 2 remained the

same. More than half of the participating networks (16; 53%) gave a response above 5.0.

1.4

1.5

1.5

1.8

2.0

2.4

2.5

2.6

2.6

2.6

3.0

3.9

4.1

4.3

5.1

5.1

5.3

5.9

5.9

6.5

6.7

7.0

7.4

7.5

7.5

7.7

8.1

8.8

9.3

9.7

[1.7]

[1.5]

[1.3]

[1.6]

[2.2]

[1.8]

[3.1]

[2.9]

[3.0]

[2.7]

[3.9]

[3.5]

[2.6]

[3.5]

[6.0]

[3.2]

[5.2]

[6.8]

[6.1]

[6.1]

[6.4]

[7.2]

[7.6]

[4.0]

[5.7]

[7.7]

[8.0]

[8.5]

[8.6]

[9.2]

5.0

0

0.1

0.2

0.3

0.4

0.5

0.6

0.7

0.8

0.9

1

0 1 2 3 4 5 6 7 8 9 10

ABARTH

ALFA ROMEO

FIAT

JEEP

VAUXHALL

CITROEN

FORD

DACIA

HONDA

SKODA

MAZDA

SEAT

SUBARU

SUZUKI

AUDI

PEUGEOT

VOLKSWAGEN

JAGUAR

LAND ROVER

BMW

VOLVO

RENAULT

MITSUBISHI

MERCEDES

MINI

HYUNDAI

NISSAN

LEXUS

KIA

TOYOTA


20

Future directions

How satisfied are you with your manufacturer’s approach to future retailing

channels?


Bottom performer: Alfa Romeo 3.3 points

Biggest improvement: Subaru +1.5 points

Largest decline: Audi -2.0 points



Summary

The average score of 5.9 is an increase of 0.2 points from the previous survey and half a

point from last year’s winter survey. About two out of every three networks saw their score

increase (20; 67%), 9 went down and 1 did not change. Most responses were above 5.0 (22;

73%).

3.3

3.4

3.7

4.1

4.4

4.6

4.7

5.0

5.3

5.3

5.4

6.0

6.0

6.0

6.1

6.1

6.1

6.1

6.3

6.3

6.7

6.8

6.8

6.9

6.9

7.6

8.2

8.6

8.7

9.0

[3.0]

[3.2]

[3.6]

[4.3]

[4.5]

[5.4]

[4.2]

[7.0]

[4.0]

[4.0]

[5.1]

[6.5]

[5.9]

[5.4]

[6.8]

[6.4]

[6.1]

[5.1]

[5.8]

[4.8]

[6.0]

[7.3]

[5.7]

[6.6]

[6.5]

[7.3]

[8.4]

[7.4]

[8.6]

[8.4]

5.9

0 1 2 3 4 5 6 7 8 9 10

ALFA ROMEO

JEEP

FIAT

ABARTH

CITROEN

HONDA

VAUXHALL

AUDI

DACIA

SKODA

FORD

JAGUAR

LAND ROVER

PEUGEOT

MITSUBISHI

RENAULT

VOLKSWAGEN

VOLVO

SEAT

SUBARU

SUZUKI

BMW

HYUNDAI

MAZDA

NISSAN

MINI

LEXUS

MERCEDES

TOYOTA

KIA


21

Overall manufacturer scores

How would you rate your manufacturer overall on scale of 1 to 10?







Summary

The average score given in response to the key question how would you rate your

manufacturer overall? rose by 0.1 points from the last survey and a significant 0.5 points from

twelve months ago. Half of the dealer networks saw their score increase, while 12 decreased

and 3 did not move. Slightly less than two thirds of the responses (19; 63%) were above 5.0.

3.3

3.4

3.5

3.7

4.3

4.4

4.4

4.5

4.9

5.0

5.0

5.5

5.6

5.7

5.7

5.8

6.0

6.1

6.2

6.4

6.4

6.6

6.6

7.4

7.5

8.0

8.8

9.0

9.0

9.3

[3.4]

[3.4]

[2.1]

[3.6]

[4.1]

[4.7]

[6.0]

[5.4]

[3.6]

[5.9]

[5.9]

[5.5]

[4.4]

[6.4]

[5.8]

[5.9]

[5.6]

[6.2]

[5.4]

[5.5]

[5.3]

[7.5]

[5.8]

[7.5]

[6.6]

[6.7]

[8.7]

[6.5]

[9.0]

[9.1]

5.8

0

0.1

0.2

0.3

0.4

0.5

0.6

0.7

0.8

0.9

1

0 1 2 3 4 5 6 7 8 9 10

CITROEN

JEEP

ALFA ROMEO

FIAT

VAUXHALL

ABARTH

BMW

AUDI

JAGUAR

RENAULT

VOLKSWAGEN

FORD

VOLVO

HONDA

NISSAN

DACIA

HYUNDAI

MITSUBISHI

LAND ROVER

PEUGEOT

SKODA

MINI

SUBARU

MAZDA

SUZUKI

SEAT

LEXUS

MERCEDES

TOYOTA

KIA


22


Average score across all questions


Bottom performer: Jeep 3.8 points





Summary

The average score across all questions of the survey gives a clear idea of the general

performance of each manufacturer. There was an overall average increase of 0.3 points,

almost half of the respondents saw an increase (14; 48%), 12 declined, and 4 did not change.

There were 23 out of 30 responses above 5.0.

3.8

4.0

4.1

4.3

4.4

4.5

4.8

5.1

5.3

5.5

5.5

5.5

5.7

5.7

5.8

5.8

6.0

6.0

6.0

6.1

6.3

6.7

6.8

6.9

7.2

7.3

8.4

8.5

8.6

8.8

[3.8]

[4.2]

[3.2]

[4.7]

[4.5]

[4.5]

[4.8]

[5.8]

[5.9]

[6.4]

[5.5]

[4.7]

[6.0]

[5.0]

[6.3]

[6.2]

[5.5]

[5.3]

[5.3]

[6.4]

[5.6]

[6.8]

[7.0]

[6.3]

[6.4]

[6.7]

[6.6]

[8.2]

[8.2]

[8.5]

5.9

0

0.1

0.2

0.3

0.4

0.5

0.6

0.7

0.8

0.9

1

0 1 2 3 4 5 6 7 8 9 10

JEEP

FIAT

ALFA ROMEO

DACIA

ABARTH

CITROEN

VAUXHALL

RENAULT

AUDI

BMW

FORD

JAGUAR

VOLKSWAGEN

VOLVO

HONDA

NISSAN

HYUNDAI

LAND ROVER

SKODA

MITSUBISHI

PEUGEOT

MINI

MAZDA

SUBURU

SEAT

SUZUKI

MERCEDES

LEXUS

TOYOTA

KIA


23


Total movement across all questions



Average movement: +3.3 points

Previous average: +13.0 points

Summary

The movement in score across all the questions of the survey shows the overall improvements

and declines of each manufacturer. On average, ratings went up by 3.3 points from six months

ago and by 16.3 points from last year.

-46.8 [4.4]

-35.5 [57.8]

-29 [-36.6]

-26.5 [50.2]

-18.9 [14.2]

-18.3 [32.5]

-16.9 [60.7]

-9 [9]

-8.4 [2.9]

-6.8 [43.2]

-6.5 [57]

-4.5 [12]

-3.1 [11.5]

-2.8 [26.6]

-1.8 [-9.5]

0.6

12.9 [-4.2]

15.3 [-9]

17.6 [-10]

21.6 [45.7]

26.9 [-23.3]

31.3 [41]

33.7 [5.4]

33.7 [-6.1]

36.2 [5]

38.7 [0.3]

39.4 [-31.3]

43.6 [28.4]

45.5 [21.9]

89.4 [-85.4]

3.3

0

0.1

0.2

0.3

0.4

0.5

0.6

0.7

0.8

0.9

1

-60 -40 -20 0 20 40 60 80 100

BMW

RENAULT

AUDI

HONDA

VOLKSWAGEN

NISSAN

MITSUBISHI

MAZDA

CITROEN

FIAT

ABARTH

VAUXHALL

MINI

JEEP

FORD

DACIA

KIA

LEXUS

TOYOTA

HYUNDAI

SUZUKI

SUBURU

SKODA

VOLVO

PEUGEOT

LAND ROVER

SEAT

ALFA ROMEO

JAGUAR

MERCEDES

201 Great Portland Street, London, W1W 5AB Tel.: 020 7580 9122 [email protected]

www.nfda-uk.co.uk

dealer attitude survey - nfda-uk.co.uk · by 0.1 points from six months ago and by 0.4 from last...

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