Results of the Seventh Dealer Satisfaction Index Survey (DSI) determining the extent of dealers' satisfaction with the work of automotive manufacturers

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Moscow, 6 November 2012 – EY has announced the results of the Seventh Dealer Satisfaction Index Survey (DSI) determining the extent of dealers' satisfaction with the work of automotive manufacturers in Russia.

The Survey, initiated by the Russian Auto Dealers Association (ROAD), was conducted between 10 and 20 October 2012. The summary of the results was presented by EY at the Second International Conference “AutoRetail Russia” on 30 October 2012.

The Survey is based on answers from over 300 respondents representing 450 dealer centers from around 190 auto dealer companies.

In the Survey, the respondents assessed the work of 37 out of more than 50 car brands represented in the Russian market:

1. AUDI 14. INFINITI 27. PORSCHE
2. BMW 15. ISUZU 28. RENAULT
3. BOGDAN 16. JAGUAR 29. SEAT
4. CHERY 17. KIA 30. SKODA
5. CHEVROLET 18. LAND ROVER 31. SSANGYONG
6. CITROEN 19. LEXUS 32. SUBARU
7. DAEWOO 20. LIFAN 33. SUZUKI
8. FIAT 21. MAZDA 34. TAGAZ
9. FORD 22. MERCEDES-BENZ 35. TOYOTA
10. GAZ 23. MITSUBISHI 36. VOLKSWAGEN
11. GEELY 24. NISSAN 37. VOLVO
12. HONDA 25. OPEL  
13. HYUNDAI 26. PEUGEOT  

The survey questions were grouped by the following categories: new vehicle sales, after-sales service, advertising and promotion, financial support, dealership chain expansion and support, communications and feedback.

In order to be included in the ratings of the Seventh Survey, a car brand had to receive at least seven opinions from auto dealer centers. This quota was intended to increase the representativeness of the Survey’s results.


AUDI finished in the top spot with an average result of 4.17 points (out of 5). AUDI also won in the following categories: New vehicle sales, Dealership chain expansion and support and Communications and feedback. TOYOTA's representative office was the best in After-sales service, BMW's in Advertising and promotion and NISSAN's in Financial support.

Table 1. Top-3 brands by overall Dealer Satisfaction Index, 2010-2012

Below is the overall rating of brands according to the results of the Seventh Dealer Satisfaction Index Survey, as well as similar brand assessments for the three previous surveys:

Figure 1. Overall Dealer Satisfaction Index,
October 2012

The main results of the Seventh Dealer Satisfaction Survey by category for manufacturing brands whose rating in the Survey exceeded average market indicators, as well as the similar assessments for the three previous years:

2. AUDI, GAZ and TOYOTA received the highest rating in supporting Russian dealers in new car sales.

Figure 2. Rating by new vehicle sales support,
October 2012

3. TOYOTA, VOLVO and RENAULT were the leaders in the After-sales service category.

Figure 3. Rating by after-sales service,
October 2012

4. BMW, GAZ and CHEVROLET topped this year's rating in Advertising and promotion.

Figure 4. Rating by advertising and promotion,
October 2012

5. NISSAN was first in the rating of Financial relations between dealers and car manufacturers, with the second and third places occupied by RENAULT and GAZ respectively.

Figure 5. Rating by financial support,
October 2012

6. AUDI became the best company in the Retention of and support to the dealer network. The top three also included VOLVO and RENAULT.

Figure 6. Rating by dealership chain expansion and support, October 2012

7. AUDI, GAZ and TOYOTA have organized the most efficient Communication and feedback from their dealers.

Figure 7. Rating by communications and feedback, October 2012

For detailed or additional information about the results of the Dealer Satisfaction Index Survey (including the summary data for each brand and the comparison of average Dealer Satisfaction Indices from all previous surveys), please contact Sergey Kapiev (tel.: +7 (495) 755 9728, Sergey.Kapiev@ru.ey.com) or Alexandra Shapotkovskaya (tel.: +7 (495) 755 9700, extension 4986, Alexandra.Shapotkovskaya@ru.ey.com).

About EY
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For more information, please visit: www.ey.com.

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About the ROAD Association
The Russian Auto Dealers Association (ROAD) is a professional union of Russian official auto dealers established in 1994.

The main goals of the Association are the promotion and protection of interests of official auto dealers, the adoption of common position on the legal framework in the sector, interaction with automotive manufacturers, experience and information sharing inside the dealer community and cooperation with Russian and foreign companies and organizations.

The Association presently represents over 400 dealer centers. The ROAD includes the biggest federal dealer networks (e.g. Rolf, Avtomir, Nezavisimost, TTS, BusinessCar, Genser, AutoSpetsTsentr, Modus, Mega-Auto, SIM, etc.) and a large number of metropolitan and regional monobrand dealer companies. The ROAD accounts for nearly 40 per cent of all foreign car sales in Russia.

For more information about the organization, please visit: www.asroad.org.