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.
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.