09 March 2020

Satisfaction levels in the latest NFDA Dealer Attitude Survey are at a three-year high in the all-important overall manufacturer rating category. The overall average score of 5.9 out of 10 was a 0.3-point rise over the summer 2019 survey and was the highest since the January 2017 score of 6.1.

Lexus took the top place for the second survey running with a score of 9.4 (up 0.3 on last time), with Mercedes in second and Kia and Toyota taking joint third place.

Hyundai sank to last place with a score of 3.2, and follows the brand’s network issuing an open letter of complaint to UK managing director Ashley Andrew at the end of 2019.

Alfa Romeo and Abarth both improved their scores, but came 30^th and 29^th respectively in the chart of 31 brands.

BMW saw the biggest improvement in score of any brand, increasing to 6.0 from 3.3, six months ago. BMW is understood to have been working, over the past year, to simplify the targets and criteria retailers have to meet to sell cars and claim bonuses.

Suzuki, once a top three brand, saw the largest fall, dropping 1.6 points to 6.8 and 10^th place.

MG’s first appearance in the survey saw it ranked ninth with a score of 7.1.

Commenting on the Dealer Attitude Survey carried out in January 2020 Sue Robinson, NFDA Director, said: “It was positive to see an improvement in overall average dealers’ satisfaction levels.”

She added: “It is encouraging to see that most manufacturers continue to take seriously their performance in the survey and work with dealers to address their networks’ concerns. A healthy relationship between dealers and manufacturers is instrumental to the success of our industry.

“Despite a number of concerns, particularly with regard to profit return and return on capital, franchised dealers were generally satisfied with the ability to do business with their manufacturers on a day to day basis.

“It is vital that manufacturers and dealers maintain an open channel of communication to discuss the main issues affecting businesses and continue to cooperate to allow the automotive sector to thrive through a period of changes and challenges.”

Tags: BMW, Dealer Attitude Survey, Hyundai, Lexus, NFDA, Sue Robinson, Suzuki