Dealers' View of Warranty: SGS Global Warranty Satisfaction Survey Results Overview and Comparison

The SGS Automotive Global Warranty Survey 2014 is the first ever global warranty satisfaction survey of automotive dealers. It has intensively researched the business areas of sales, aftersales and warranty from interviews with 3,240 dealers worldwide, representing 26 OEMs, including 20 to 30 dealers per brand in the markets of France, Germany, Italy, the UK, China, Brazil, Argentina and the United States.

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 March 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.