Dealer Satisfaction with OEM Support

Related KPIs

Dealer Satisfaction with OEM Support Interpretation

High values indicate strong dealer satisfaction, suggesting effective support and communication from the OEM. Low values may reveal underlying issues, such as inadequate resources or poor responsiveness. Ideal targets generally fall above an 80% satisfaction threshold.

• 80%–100% – Excellent; indicates strong dealer relationships and support
• 60%–79% – Moderate; requires attention to specific pain points
• Below 60% – Critical; immediate action needed to address dissatisfaction

Dealer Satisfaction with OEM Support Benchmarks

• Automotive industry average: 75% satisfaction (J.D. Power)
• Top quartile manufacturers: 85% satisfaction (NADA)

Common Pitfalls

Many organizations overlook the nuances of dealer satisfaction, leading to misguided strategies that fail to address root causes of dissatisfaction.

• Failing to collect regular feedback can result in a disconnect between dealer needs and OEM offerings. Without structured feedback loops, organizations miss critical insights that could drive improvements.
• Inadequate training for support staff often leads to inconsistent service levels. Dealers may experience frustration if they receive conflicting information or delayed responses to inquiries.
• Neglecting to benchmark against industry standards can create complacency. Organizations may mistakenly believe they are performing well, while competitors are delivering superior support.
• Overcomplicating communication channels can confuse dealers. A lack of clarity in how to access support resources may lead to dissatisfaction and increased operational friction.

Improvement Levers

Enhancing dealer satisfaction requires a focused approach on communication, support processes, and relationship management.

• Establish regular check-ins with dealers to gather feedback and address concerns proactively. This fosters open communication and demonstrates commitment to their success.
• Invest in training programs for support staff to ensure consistent and knowledgeable service. Empowering employees with the right tools and information enhances the dealer experience.
• Simplify support processes by creating clear guidelines and resources. Streamlined access to information reduces frustration and improves response times.
• Utilize data analytics to identify trends in dealer satisfaction. Analyzing feedback can reveal actionable insights that drive targeted improvements in support services.

Dealer Satisfaction with OEM Support Case Study Example

A leading automotive manufacturer faced declining dealer satisfaction scores, which had dropped to 65%. This decline was impacting sales and threatening long-term partnerships. The company initiated a comprehensive assessment of its support services, identifying key areas for improvement. By implementing a new feedback system, they gathered real-time insights from dealers, allowing them to respond quickly to issues.

The manufacturer also revamped its training programs, ensuring that support staff were well-equipped to handle dealer inquiries. They introduced a centralized communication platform, simplifying access to resources and reducing response times. Within 6 months, dealer satisfaction scores improved to 80%, leading to increased sales and stronger dealer loyalty.

The company continued to monitor satisfaction levels closely, using data analytics to track progress and identify new opportunities for enhancement. This proactive approach not only strengthened relationships but also positioned the manufacturer as a leader in dealer support. As a result, they achieved a significant boost in market share and improved financial performance.