Average levels of dealer satisfaction have increased by 0.1 points to 6/10 across the last six months, according to the latest Dealer Attitude Survey by the National Franchised Dealers Association (NFDA).
Most notably, Lexus registered the highest average score across all questions for the fourth consecutive edition of the survey, with a figure of 9.1. This was followed by Kia and Mercedes with 8.7 and 8.5 respectively.
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Lexus topped several individual categories, attaining a score of 9.4 for manufacturer support during Covid-19 and gaining a score of 9.5 from dealers for its overall rating.
At the bottom end of the ladder were Jeep, Fiat and Alfa Romeo with average scores of 3.0 points, 2.9 points and 2.6 points respectively.
According to Sue Robinson, chief executive of the NFDA: “It is positive that despite the significant disruption faced by our industry over the past twelve months, dealers are, on average, fairly satisfied with the relationship with their respective manufacturers”.
The NFDA Dealer Association, which represents franchised car and commercial vehicle dealers in the UK, investigated the key business issues affecting the relationship with manufacturers, collating data from 2585 responses from 32 participating dealer networks.
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By GlobalDataReceiving a response rate of 59.5%, the NFDA Dealer Attitude Survey is important for monitoring the business relationship between dealers and manufacturers and highlight any potential issues.
Delving into particular areas of dissatisfaction, Robinson continued: “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.”
Robinson concluded: “Positively, the majority of dealers are satisfied with their ability to do business with respective manufacturers on a day-to-day basis. As we come out of the pandemic and the economic environment improves, it is crucial that manufacturers have realistic expectations of their networks and continue to work closely with dealers.”
