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SPOTLIGHT | 2015 India Dealer Satisfaction with Automotive Manufacturers StudySM

Expectation for FY 2014-15 financial performance compared toFY 2013-14 reflects rise in optimism!

Factors contributing to dealer satisfaction

Decline in Satisfaction with Products—Top pain points

Nameplate performance

% better than last year

The rise in optimism is more accentuated amongst dealers in the metro cities as 62% of these dealers feel their financial performance will be better than last year. This proportion was 42% last year.

The Sales Team factor has the highest contribution towards the dealer’s overallsatisfaction—6 percentage points higher than last year.

Metro

Non-Metro

© 2015 J.D. Power Asia Pacific, McGraw Hill Financial. All Rights Reserved.

Charts and graphs extracted from this publication must be accompanied by a statement identifying J.D. Power as the publisher and the J.D. Power 2015 India Dealer Satisfaction with Automotive Manufacturing Study

SM as the source. Rankings are based on numerical scores and not necessarily on statistical significance. No advertising or other promotional use can be made of the information in this publication or J.D. Power study results without the express prior written consent of J.D. Power.

46%56%

2014

ToyotaMaruti Suzuki

HondaHyundaiRenault

Industry AverageVolkswagen

MahindraFordTata

ChevroletNissan

20152014

2014

2015

2015

42%

47%

62%

55%

Support from the manufacturer on marketing and sales activities, as well as cohesive working relationships with the manufacturer’s sales team interfacing with the dealership, has been a stronger driver of satisfaction.

Not enough variety of models to meet market needs Product updates

not frequent enough

Mohit Arora Executive DirectorJ.D. Power Asia Pacific Parts

After-sales team

Warranty claims

Training

Product

11%

9%

8%6%12%

14%

9%21%

10%

6%7%7%

10%

12%

13%

15%

15%

16%

Vehicle ordering

Marketing/salesSupport

Sales team

919

885

884

883

857

826

815

799

797

764

757

756

+6 points

+6 points

The study was conducted in association with the Federation of Automobile Dealers Associations (FADA) and was fielded between January and March 2015.

More than 1/4 of dealers report that their automakers do not adequately support them in introducing new models

Satisfaction with Product factor has declined 14 points

The 2015 India DSWAMI Study is based on responses from 734 dealer principals or dealership general managers located in more than 250 cities throughout India.

Now in its fifth year, the study measures dealer satisfaction with vehicle manufacturers or importers in India and identifies dealer attitudes regarding the automotive retail business.

Nearly 1/4 dealers says that automakers does not have the range of vehicles to compete effectively in market

th year

2014 2015