Results of the Fifth Dealer Satisfaction Index Survey Conducted by Ernst & Young
Moscow, 31 August 2010 ― Ernst & Young announced the results of the Fifth Dealer Satisfaction Index Survey. The auto dealers have determined the extent of their satisfaction with the work of automotive manufacturers (OEMs) in the Russian market.
The Russian Auto Dealers Association (ROAD) initiated the survey, and Ernst & Young conducted it as an independent consultant. About 250 respondents from 46 regions of Russia have submitted their answers, which provided the basis for the rating of 22 car brands. The survey questions were grouped by the following categories: new vehicle distribution, after-sales services, advertising and promotion, financial support, and communications and feedback.
The main conclusions of the survey are as follows:
1. Citroen, Volvo and Peugeot have been granted the highest grades for the new vehicle sales category.
2. Audi, Volvo and BMW are leading in after-sales services category.
3. Audi, Nissan and BMW are at the top lines in the advertising and promotion category rating.
4. Peugeot has received the best rating in the financial support category, followed by Renault and Volvo.
5. Peugeot, Nissan and Toyota provide the best support for their dealer network.
6. Dealers' votes confirmed that BMW, Audi and Toyota established the best communication network.
Overall Dealer Satisfaction Index by brands, August 2010
Audi has been winning the top places in all five surveys and has become number one for the fourth time in a row. While Volvo has made a breakthrough to second place for the first time, Peugeot took its place in TOP-3 for the second time.
More detailed results of the Dealer Satisfaction Index (in particular, summary data and average grade dynamics based on the results of all surveys provided for each brand) are included in the Fifth DSI Survey Analytical Report, which was published on 27 August 2010.
About Ernst & Young
Ernst & Young is a global leader in assurance, tax, transaction and advisory services. Worldwide, our 144,000 people are united by our shared values and an unwavering commitment to quality. We make a difference by helping our people, our clients and our wider communities achieve potential.
Ernst & Young expands its services and resources in accordance with its clients’ needs throughout the CIS. Over 3,500 professionals work at 16 offices throughout the CIS in Moscow, St. Petersburg, Novosibirsk, Ekaterinburg, Togliatti, Yuzhno-Sakhalinsk, Almaty, Astana, Atyrau, Baku, Kyiv, Donetsk, Tashkent, Tbilisi, Erevan and Minsk.
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About ROAD
The Russian Auto Dealers Association (ROAD) is a unique nationwide professional union of authorized dealers of passenger and commercial motor transport. ROAD was established in 1994. Today, its members include 60 dealers from all regions of Russia.
For more information, please visit www.asroad.org