In a poll of over a 1000 Dealer Principals representing 41 franchises, Fiat achieved an average score of over 65%. This is the first time that the Italian brand has qualified for a bronze award - only six other brands including Lexus and BMW were bronze-award recipients.
The survey is extremely comprehensive and covers key focus areas such as dealer confidence and loyalty, communication and relationships, used car programme, CSI programme, vehicle range, franchise agreements, vehicle distribution, parts, warranty and goodwill, franchise compliance audits as well as dealer support (financial, training and development).
A key theme throughout the report is how dealer-, customer- and investor-friendly manufacturers/importers are perceived to be.
Deputy CEO of Fiat, Oscar Rivoli, says: “We have made a bold commitment to dramatically improve our interaction with franchised dealers. Many elements of the plan, particularly on the parts supply and distribution front, are already in place and it's clear that they are having a positive impact on our dealers and customers alike.
“We are working hard to continue this upward trend and, together with a totally transparent relationship with our dealer network, we are confident of ultimately improving the service levels reaching our customers.”
The National Automobile Dealers' Association (NADA) in South Africa has for a number of years measured dealers' satisfaction with the various manufacturers and importers.
The process began in 1996 with a survey focused on the franchise operations of the local manufacturers, but now encompasses most brands represented in South Africa including importers.
Now in its 13th year, the results are eagerly anticipated each year by the entire industry.
