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End Customers' Perspectives on Policies and Extended Warranties: SGS German Policy Survey

The SGS 2015 Policy Survey is the sequel to a previous survey reflecting customer and dealer satisfaction with Original Equipment Manufacturer (OEM) warranty processes. In the survey, almost 1,000 end-customers in Germany were interviewed about their experience with issues relating to their vehicle after the end of its warranty. 189 customers confirmed that they had received a policy. The survey demonstrated customer satisfaction with the policy and process, making extensive cross analysis of the satisfaction results with the intended loyalty to the specific workshop and vehicle brand. This related to both upcoming repairs and servicing, as well as for new vehicle purchases.

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