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2014 Automotive Dealer Satisfaction Survey Results in Europe (Webinar)
2014
April 8, 2014

Objective
The objective of the one hour complimentary webinar (45-min presentation / 15-min Q&A) is to share the results of the 2014 SGS Dealer Satisfaction Survey with the Warranty Processes and Goodwill/Extended Service Contracts handling in the 4 EU countries DE, UK, FR and IT.

Agenda
The webinar will discuss further information about:
• For which brands dealers find warranty easy to work with
• Dealer Satisfaction with the key warranty tools field force, hotlines and audit
• Dealer Satisfaction with the level and administration of goodwill
• Dealer Satisfaction with the level and administration of extended warranties
• Comparison of results between 2012 and 2014 survey wave

Background
This survey is part of SGS Global Warranty Satisfaction survey conducted in Europe, US, China, Brasil and Argentina during the course of 2014. It is the first ever multi-continent warranty satisfaction survey for the automotive industry and follows the two previous surveys performed by SGS in Spring 2012 in the main European markets and 2013 in the US.

Conducted on almost 1,500 dealers over 17 brands in the 4 main markets of Europe, the results of this unique industry study will enable those responsible for warranties at vehicle manufacturers to understand their brand’s position compared to the competition. It gives a clear benchmark for the warranty controlling processes of hotlines, field force and audits. The survey, conducted between January and February 2014, indicates overall satisfaction with the ease of warranty handling, goodwill policies and extended warranty programmes, with findings based on high-level analysis that lends support to the conclusions of this paper.

The goal was to evaluate franchised dealers satisfaction of the key tools for modern warranty management.

The focus of the study was the overall processes and dealer perception of the warranty management system – evaluated in three main areas:
• Ease of conducting business
• Warranty control mechanisms
• Goodwill and extended warranty

In particular, warranty management that involves OEM personnel and their service providers, each of whom plays a vital role in the cost structure of an OEM, was researched.

Target Audience
This webinar will be most of interest to …Warranty Managers, Aftersales Directors, Dealer Audit managers, Dealer Call Center Managers, Management of Large dealers, Warranty Professionals, Dealer Service Managers, Dealer principles, Automotive Dealer Associations


Register here: www.sgs.com/AUTOwebinars


For more information, please contact:
Roland Gagel
SGS SA
1 Place des Alpes
CH-1211 Geneva
Switzerland
t: +49 6128 74873 812
 LOCATION: Geneva
 PHONE: +49 6128 74873 812
 WEB SITE: www.sgs.com/AUTOwebinars
  4/8 - 4/8
 Facility: Online
 Sponsors: SGS
 Arizona
6-Step Road to Service Advisor Success Workshop
2014
Jeff teaches how to increase customer retention, have higher survey scores, have the highest sales!
 Web Event
Dealers View of Warranty: SGS Dealer Satisfaction Survey with Warranty Administration in China
2014
The objective of the one hour complimentary webinar (45-min presentation / 15-min Q&A) is to share the results of the 2014 SGS Dealer Satisfaction Survey with the Warranty Processes and Goodwill/Extended Service Contracts handling in the PR of China.
 STATE OR COUNTRY: Web Event
 WEB SITE: http://bit.ly/1mRO4OU
  5/19 - 5/19
 Facility: Online
 ENGLAND
Dealers View of Warranty: SGS Dealer Satisfaction Survey with Warranty Administration in Brazil
2014
This survey is part of SGS Global Warranty Satisfaction survey conducted in Europe, US, China, Brasil and Argentina during the course of 2014. It is the first ever multi-continent warranty satisfaction survey for the automotive industry and follows the two previous surveys performed by SGS in Spring 2012 in the main European markets and 2013 in the US.
 SWITZERLAND
Dealers View of Warranty: SGS Dealer Satisfaction Survey with Warranty Administration in Argentina
2014
The objective of the one hour complimentary webinar (45-min presentation / 15-min Q&A) is to share the results of the 2014 SGS Dealer Satisfaction Survey with the Warranty Processes and Goodwill/Extended Service Contracts handling in Argentina.
 STATE OR COUNTRY: SWITZERLAND
 WEB SITE: bit.ly/1mYi47l
  6/10 - 6/10
 Facility: Online
 Michigan
Collision Repair Education Foundation's 13th Annual Golf Fundraiser
2014
The Collision Repair Education Foundation will be holding their 13th annual golf fundraiser on 7/31/14 in conjunction with several other national industry events/meetings taking place in Detroit. Funds raised assist the Foundation in providing support to high schoo/college collision school programs.
 Canada
Performance Élite : du 9 – 11 septembre 2014 – Montréal, QC
2014
LGM est fier d’offrir la formation Performance Élite : une approche commerciale repensée . Il s’agit d’un cours interactif de trois jours présenté par des formateurs accrédités qui enseigneront des techniques éprouvées conçues non seulement pour augmenter la productivité et le rendement de la concession, mais aussi pour améliorer la satisfaction de la clientèle. L’inscription inclut trois jours complets de formation. De plus, les déjeuners continentaux et les dîners sont compris.
 LOCATION: Montreal
 STATE OR COUNTRY: Canada
 PHONE: 1.855.552.3646
 WEB SITE: http://bit.ly/1oRwvOu
  9/9 - 9/11
 Facility: Montreal, Quebec
 Sponsors: LGM Financial Services Inc.
Elite Performance: September 9-11, 2014 – Oakville, ON
2014
LGM is proud to present Elite Performance: Transforming the Sales Approach, an interactive 3 day training course, led by our certified training instructors to introduce proven techniques designed to increase dealership productivity, profitability, and improve customer satisfaction. Registration includes 3 full-day classroom sessions, continental breakfast, coffee/tea and lunch.
Elite Performance: September 9-11, 2014 – Edmonton, AB
2014
PowerTrain, LGM Financial Services Inc.'s exclusive training brand, is proud to present Elite Performance: Transforming the Sales Approach, an interactive 3 day training course, led by our certified training instructors to introduce proven techniques designed to increase dealership productivity, profitability, and improve customer satisfaction. Registration includes 3 full-day classroom sessions, continental breakfast, lunch, and breaks.
Elite Performance: September 16-18, 2014 – Vancouver, BC
2014
PowerTrain, LGM Financial Services Inc.'s exclusive training brand, is proud to present Elite Performance: Transforming the Sales Approach, an interactive 3 day training course, led by our certified training instructors to introduce proven techniques designed to increase dealership productivity, profitability, and improve customer satisfaction. Registration includes 3 full-day classroom sessions, continental breakfast, lunch, and breaks.
Elite Performance: September 16-18 – Toronto East, ON
2014
PowerTrain, LGM Financial Services Inc.'s exclusive training brand, is proud to present Elite Performance: Transforming the Sales Approach, an interactive 3 day training course, led by our certified training instructors to introduce proven techniques designed to increase dealership productivity, profitability, and improve customer satisfaction. Registration includes 3 full-day classroom sessions, continental breakfast, lunch, and breaks.
 LOCATION: Toronto
 STATE OR COUNTRY: Canada
 PHONE: 1.855.552.3646
 WEB SITE: http://bit.ly/1sGzQT5
  9/16 - 9/18
 Facility: Toronto, Ontario
 Sponsors: LGM Financial Services Inc.
 California
NADA Convention and Exposition
2015
This convention puts dealers face-to-face with industry executives and features displays of the latest in equipment, services and technology. The event also offers workshops with industry trainers.
 LOCATION: San Francisco
 STATE OR COUNTRY: California
 PHONE: (800) 974-3084
 WEB SITE: http://www.nadaconvention.org
  1/22 - 1/25
 Facility: Moscone Center
 Sponsors: National Automobile Dealers Association
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