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US Dealer Satifaction Survey

WHITE PAPER: US Dealer Satisfaction Survey: Warranty Administration in the Automotive Industry

Warranty Administration Systems require continuous improvement to meet the Customer Care Expectations of Dealers and Customers

This survey is an amendment to the first ever multi-country warranty satisfaction survey for the automotive industry (performed by SGS in Spring 2012 in the main European markets). Conducted on almost 500 US dealers over 16 brands, the results of this unique industry study will 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 2013, 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.

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