National Franchised Dealers Association Dealer Attitude Survey (Summer 2018)

Dealer

Dealer Attitude Survey Summer 2018

Dealer Attitude Survey Summer 2018

Contents

Attitude Dealer

• Introduction……………………………………………… 3 • Profit return……………………………………………… 4 • Return on investment…………………………………... 7 • Targets………………………………………………....... 9

• Self-registrations………………………………………... 11 • Incentives………………………………………………... 12 • Day-to-day working relationship………………………. 13 • Standards and performance measures………………. 15 • Used cars………………………………………………... 17 • Future directions………………………………………... 19 • Overall manufacturer scores…………………………... 21

2

Dealer Attitude Survey Summer 2018

Introduction We are pleased to present the findings of the NFDA Dealer Attitude Survey Summer 2018.

The survey was conducted in July 2018 and asked franchised dealers about their on-going relationship with their respective manufacturers.

NFDA, which represents franchised car dealers in the UK, carries out the Dealer Attitude Survey twice a year.

The results reflect the general state of the dealer/manufacturer

relationship, indicate potential issues and outlines where there are strong and constructive working relationships. NFDA analyses where key elements of the relationship have improved or deteriorated.

Dealers were asked a series of questions covering a range of business aspects and their impact on the relationship with the manufacturers. Responses are scored from 1 (extremely dissatisfied) to 10 (extremely satisfied). The NFDA surveyed 30 franchised networks and received 1,715 responses from dealers, equating to a 40% response rate.

This report is a summary of the results of the Dealer Attitude Survey Summer 2018. It includes charts and analysis of the main questions giving an overview of the findings. A full version of the report is available on request.

Sue Robinson Director, National Franchised Dealers Association

The survey was analysed by the National Franchised Dealers Association (NFDA). For more information, contact: Louise Woods, 01788 538332 or louisewoods@rmif.co.uk

3

Dealer Attitude Survey Summer 2018

Profit return How satisfied are you with the current profit return from representing your business?

KIA TOYOTA LEXUS SEAT MAZDA SUZUKI VOLKSWAGEN PEUGEOT DACIA RENAULT MINI HYUNDAI SUBARU HONDA NISSAN FORD MITSUBISHI LAND ROVER VAUXHALL SKODA ABARTH MERCEDES BMW AUDI FIAT VOLVO JAGUAR CITROEN JEEP ALFA ROMEO

1

8.0 [8.4] 7.9 [8.4] 7.4 [7.1] 6.4 [7.1] 6.3 [6.1] 5.9 [6.6] [3.8] [4.8]

0.9 0.8

5.2 5.2 5.2 5.1 [3.0] 5.1 [3.4] 5.1 [3.5] 5.0 [3.8] 5.0 [4.2] 4.9 [4.7] 4.9 [5.4] 4.8 [3.3] 4.8 [5.9] 4.6 [3.5] 4.6 [4.0] 4.4 [2.9] 4.1 [8.5] 4.0 [2.6] 3.8 [7.0] 3.4 [2.1] 3.1 [4.6] 2.6 [1.8] 2.6 [2.7] 2.4 [1.7] 4.9 2.1 [1.7]

0.0

1.0

2.0

3.0

4.0

5.0

0.7 0.6 0.5 0.4 0.3 0.2 0.1 0 6.0

7.0

8.0

9.0

10.0

Figures in white = Summer 2018 Figures in black = Winter 2017/2018

Top performer:

Kia

8.0 points

Bottom performer:

Alfa Romeo

2.1 points

Most improved:

Renault

+2.1 points

Biggest decline:

Mercedes

-4.4 points

Average score:

4.9 points

Summary The average response rate increased by 0.4 points from 4.5 to 4.9 compared to the previous survey. There were 12 responses above the 5.0 neutral score, 19 dealer networks saw their levels of satisfaction increase, whilst 10 experienced a decrease.

4

Dealer Attitude Survey Summer 2018

Profit return How satisfied are you with the future profit return from representing your business?

LEXUS TOYOTA KIA MERCEDES MAZDA SEAT SUZUKI MITSUBISHI RENAULT MINI BMW VOLKSWAGEN SUBARU HONDA DACIA PEUGEOT HYUNDAI AUDI LAND ROVER SKODA NISSAN FORD ABARTH VAUXHALL VOLVO JAGUAR CITROEN FIAT JEEP ALFA ROMEO

1

8.6 [8.1] 8.5 [8.5] 8.2 [8.6]

2.4

0

1

3.0 [1.8]

2

0.9

6.7 [7.9] 6.7 [6.3] 6.6 [7.4] 6.0 [6.6] 6.0 [4.1] 5.8 [3.8] 5.8 [4.2] 5.7 [4.0] 5.5 [4.8] 5.5 [4.0] 5.5 [4.3] 5.5 5.4 [4.8] 5.3 [3.7] 5.2 [6.9] 5.0 [6.0] 4.8 [4.5] 4.8 [5.0] 4.8 [5.1] 4.6 [2.6] 4.4 [3.3] 4.2 [4.6] 3.9 [3.1] 3.9 [2.9] 3.8 [2.0] [2.0]

3

0.8

0.7

0.6

0.5

0.4

0.3

0.2

0.1

0 4

5 5.4

6

7

8

Top performer:

Lexus

8.6 points

Bottom performer:

Alfa Romeo

2.4 points

Most improved:

Abarth and Renault

+2.0 points

Biggest decline:

Audi

-1.7 points

Average score:

9

10

5.4 points

Summary Dealers were more optimistic about their predicted future profit than their current one with 18 out of 30 networks scoring above 5.0. The average score rose significantly from 4.8 to 5.4.

Compared to six months ago, 19 dealer networks saw their score increase, nine decreased and one remained unchanged.

5

Dealer Attitude Survey Summer 2018

Profit return How satisfied are you with your total margin on new vehicles?

KIA LEXUS TOYOTA MAZDA SEAT HONDA VOLKSWAGEN MERCEDES LAND ROVER SUZUKI SUBARU PEUGEOT NISSAN HYUNDAI RENAULT ABARTH MITSUBISHI SKODA MINI FIAT VOLVO FORD CITROEN DACIA BMW AUDI JEEP JAGUAR VAUXHALL ALFA ROMEO

1

8.3 [8.4] 8.2 [8.9] 8.1 [8.2]

0.9

6.8 [6.5] 6.3 [6.9] 6.2 [4.3] 6.1 [5.1] 6.0 [7.8] 6.0 [4.8] 5.9 [6.2] 5.9 [4.1] 5.3 [5.2] 5.3 [4.9] 5.2 [3.8] 5.1 [4.1] 5.1 [3.2] 5.0 [3.0] 4.6 [4.7] 4.5 [4.4] 4.2 [2.7] 4.1 [4.0] 4.1 [6.0] 4.1 [3.3] 4.1 4.0 [5.3] 3.9 [6.4] 3.6 [2.3] 3.6 [4.2] 3.5 [3.3] 3.1 [1.9]

0

1

2

3

5 5.2

4

6

7

0.8 0.7 0.6 0.5 0.4 0.3 0.2 0.1 0 8

Top performer:

Kia

8.3 points

Bottom performer:

Alfa Romeo

3.1 points

Most improved:

Mitsubishi

+2.0 points

Biggest decline:

Audi

-2.5 points

Average score:

9

10

5.2 points

Summary With regards to margin on new vehicles, the average score went up from last winter’s 4.9 to 5.2. More than half of respondents (16, 53%) gave an answer above 5.0. Of the dealer networks surveyed, 18 improved, while 11 declined.

6

Dealer Attitude Survey Summer 2018

Return on investment How satisfied are you with the required level of capital investment?

KIA TOYOTA LEXUS SEAT SUZUKI MAZDA SUBARU MITSUBISHI MERCEDES RENAULT HONDA BMW FORD MINI PEUGEOT VOLKSWAGEN SKODA HYUNDAI NISSAN DACIA AUDI VAUXHALL ABARTH FIAT JEEP VOLVO JAGUAR LAND ROVER CITROEN ALFA ROMEO

1

8.7 [8.7] 8.3 [8.5] 8.1 [7.9] 7.2 [7.0] 7.1 [7.5] 6.7 [6.9] 6.5 [6.2] 6.5 [5.7] 6.5 [7.9] 5.7 [4.4] 5.7 [5.2] 5.7 [5.6] 5.6 [6.0] 5.5 [4.3] 5.4 [4.8] 5.3 [4.9] 5.3 [4.4] 5.2 [4.1] 5.1 [4.3]

0.9

0.8

0.7

0.6

0.5

0.4

4.7 4.6 [5.4] 4.4 [3.6] 4.4 [3.5] 4.0 [3.4] 3.0 [2.0] 2.8 [3.0] 2.7 [1.9] 2.6 [3.5] 2.6 [3.4] 2.5 [1.9]

0

1

2

3

4

5 5.4

0.3

0.2

0.1

0 6

7

8

Top performer:

Kia

8.7 points

Bottom performer:

Alfa Romeo

2.5 points

Most improved:

Renault

+1.3 points

Biggest decline:

Mercedes

-1.4 points

Average score:

9

10

5.4 points

Summary The 5.4 average score is 0.4 points higher than six months ago. Nearly two-thirds of the dealer networks surveyed (19), saw an increase in rating, nine declined and one did not change.

Overall, 19 dealer networks gave an answer above 5.0.

7

Dealer Attitude Survey Summer 2018

Return on investment How satisfied are you with the return on capital for your dealership?

TOYOTA KIA LEXUS SUZUKI SEAT MAZDA HONDA VOLKSWAGEN NISSAN MITSUBISHI DACIA MINI FORD SUBARU PEUGEOT HYUNDAI RENAULT MERCEDES BMW SKODA VAUXHALL AUDI ABARTH LAND ROVER FIAT VOLVO CITROEN JAGUAR JEEP ALFA ROMEO

1

8.1 [7.6] 8.0 [8.6] 7.8 [7.4] 6.2 6.2 6.2 [4.3] [4.1] [4.4] [3.5]

0.9

[6.9] [6.8] [6.0]

0.8

5.3 5.2 5.2 5.2 5.2 5.1 [3.9] 5.1 [5.6] 5.0 [3.7] 5.0 [4.4] 4.9 [3.4] 4.6 [2.9] 4.5 [8.1] 4.4 [3.5] 4.3 [3.9] 4.1 [3.9] 4.1 [5.8] 3.7 [2.7] 3.5 [4.3] 3.2 [1.8] 3.1 [3.7] 2.5 [2.9] 2.4 [2.1] 2.2 [1.8] 2.0 [1.6]

0

1

2

3

4

4.8 5

0.7 0.6 0.5 0.4 0.3 0.2 0.1 0

6

7

8

Top performer:

Toyota

8.1 points

Bottom performer:

Alfa Romeo

2.0 points

Most improved:

Mitsubishi and Renault

+1.7 points

Biggest decline:

Mercedes

-3.6 points

Average score:

9

10

4.8 points

Summary On average, dealers showed more satisfaction than six months ago with their return on capital (4.8 v 4.5). Out of the networks surveyed, 20 saw their score increase, while nine had a decrease. Slightly less than half of respondents, 13, gave a score above the neutral mark of 5.0.

8

Dealer Attitude Survey Summer 2018

Targets How satisfied are you that the volume target aspirations of your manufacturer are realistic?

KIA TOYOTA LEXUS SUZUKI SEAT MAZDA SUBARU MINI LAND ROVER HONDA VOLKSWAGEN SKODA MITSUBISHI PEUGEOT NISSAN HYUNDAI ABARTH BMW FORD RENAULT MERCEDES JAGUAR AUDI CITROEN DACIA VOLVO VAUXHALL JEEP FIAT ALFA ROMEO

8.1 8.0 8.0

1

[8.4] [8.3] [8.4]

0.9

6.8 [6.9] 6.7 [7.5] 6.6 [5.9] 6.2 [5.5] 5.8 [5.2] 5.8 [5.4] 5.8 [3.9] 5.4 [4.7] 5.2 [5.4] 5.2 [3.9] 5.0 [4.8] 5.0 [3.7] 4.8 [3.0] 4.3 [3.0] 4.0 [3.7] 3.9 [5.0] 3.7 [2.2] 3.7 [7.6] 3.6 [2.4] 3.5 [4.6] 3.3 [3.4] 3.3 3.1 [4.1] 3.1 [3.0] 3.1 [2.1] 2.6 [2.3] 2.3 [1.8]

0

1

2

3

4.8 5

4

6

7

0.8

0.7

0.6

0.5

0.4

0.3

0.2

0.1

0 8

Top performer:

Kia

8.1 points

Bottom performer:

Alfa Romeo

2.3 points

Most improved:

Abarth

+2.3 points

Biggest decline:

Mercedes

-3.3 points

Average score:

9

10

4.8 points

Summary The average score rose from 4.5 to 4.8 in line with last summer’s results. Of the dealer networks surveyed, 18 saw their score grow, while 11 went down. Nearly half of the respondents (43%) gave a score above 5.0.

9

Dealer Attitude Survey Summer 2018

Targets How satisfied are you with your new car targeting process?

LEXUS TOYOTA KIA SUZUKI SEAT MAZDA SUBARU MINI VOLKSWAGEN NISSAN LAND ROVER HONDA PEUGEOT MITSUBISHI SKODA ABARTH MERCEDES BMW FIAT HYUNDAI FORD JEEP RENAULT AUDI CITROEN JAGUAR DACIA VAUXHALL ALFA ROMEO VOLVO

1

8.4 [8.6] 8.1 [8.3] 7.7 [8.5]

0.9

6.3 [6.3] 6.2 [6.9] 6.1 [6.0] 6.0 [5.4] 5.7 [5.3] 5.2 [4.3] 5.2 [3.6] 5.2 [4.6] 5.2 [4.2] 5.1 [5.1] 5.1 [3.4] 4.9 [4.9] 4.9 [2.6] 4.6 [7.9] 4.4 [5.4] 4.1 [2.1] 4.0 [2.7] 3.8 [4.7] 3.7 [2.2] 3.6 [2.2] 3.4 [4.5] 3.3 [3.7] 3.2 [2.5] 3.2 2.9 [3.2] 2.8 [1.9] 2.7 [3.6]

0

1

2

3

4

4.7 5

6

7

0.8

0.7

0.6

0.5

0.4

0.3

0.2

0.1

0 8

Top performer:

Lexus

8.4 points

Bottom performer:

Volvo

2.7 points

Most improved:

Abarth

+2.3 points

Biggest decline:

Mercedes

-3.3 points

Average score:

9

10

4.7 points

Summary The average score of dealers’ satisfaction with their new car targeting process grew by 0.2 points to 4.7. More than half of respondents, 15, saw their rating improve, 11 decreased and three remained unchanged.

10

Dealer Attitude Survey Summer 2018

Self-registrations How satisfied are you with your manufacturer’s inducement to self-register vehicles?

KIA LEXUS TOYOTA SEAT MAZDA LAND ROVER SUBARU MINI HONDA SUZUKI RENAULT MITSUBISHI VOLKSWAGEN PEUGEOT SKODA FORD HYUNDAI VOLVO NISSAN DACIA JAGUAR CITROEN BMW ABARTH AUDI MERCEDES FIAT JEEP VAUXHALL ALFA ROMEO

7.7 7.6 6.9 [7.8] 6.9 [6.5] 6.7 [5.6] 6.5 [5.5] 6.2 [3.6] 6.2 [4.1] 6.1 [6.8] 6.1 [2.9] 5.9 [4.5] 5.6 [4.2] 5.5 [5.0] 5.3 [3.5] 4.9 [5.6] 4.8 [3.8] 4.7 [4.5] 4.5 [3.4] 4.2 4.0 [3.4] 4.0 [3.8] 3.8 [2.6] 3.6 [3.9] 3.3 [6.0] 3.2 [7.4] 3.0 [3.3] 2.9 [3.4] 2.7 [3.2] 2.3 [3.0]

0

1

2

3

4

5 5.1

6

8.4 [8.5] [8.1]

7

0.9

0.8

0.7

0.6

0.5

0.4

0.3

0.2

0.1

0 8

Top performer:

Kia

8.4 points

Bottom performer:

Alfa Romeo

2.3 points

Most improved:

Renault

+3.2 points

Biggest decline:

Mercedes

-4.2 points

Average score:

1

[9.0]

9

10

5.1 points

Summary The average levels of satisfaction with manufacturers’ inducement to self-register vehicles rose from 4.8 to 5.1 points. More than half of the dealer networks surveyed (16) saw their score improve, while 13 gave a lower rating than six months ago. Half of the responses were above and half below 5.0.

11

Dealer Attitude Survey Summer 2018

Incentives How satisfied are you with your current bonus and rebate rates on new car sales?

TOYOTA LEXUS KIA SUZUKI MAZDA SEAT LAND ROVER HONDA SUBARU VOLKSWAGEN RENAULT MINI MITSUBISHI PEUGEOT NISSAN FORD ABARTH SKODA BMW MERCEDES HYUNDAI FIAT VAUXHALL VOLVO AUDI JAGUAR JEEP CITROEN ALFA ROMEO DACIA

1

8.3 [8.3] 8.2 [8.5] 8.1 [8.5]

0.9

6.5 [6.9] 6.5 [6.0] 6.4 [7.1] 6.4 [4.9] 6.3 [4.3] 6.0 [4.3] 5.5 [5.0] 5.5 [4.3] 5.5 [6.2] 5.4 [3.5] 5.3 [5.0] 5.2 [4.7] 5.1 [5.8] 5.1 [2.7] 5.0 [4.4] 5.0 [5.8] 4.9 [8.1] 4.9 [3.4] 4.3 [2.1] 4.2 [3.7] 4.1 [3.9] 4.1 [6.6] 4.0 [4.5] 3.9 [2.1] 3.7 [3.3] 3.2 [1.9] 3.1

0

1

2

3

5 5.3

4

6

7

0.8

0.7

0.6

0.5

0.4

0.3

0.2

0.1

0 8

Top performer:

Toyota

8.3 points

Bottom performer:

Dacia

3.1 points

Most improved:

Abarth

+2.4 points

Biggest decline:

Mercedes

-3.2 points

Average score:

9

10

5.3 points

Summary Regarding bonus and rebates on new car sales, the average score grew by 0.4 points from 4.9 to 5.3. In this issue of the survey, 18 ratings were higher than six months ago, 10 were lower and one did not change. Overall, 17 scores were above 5.0.

12

Dealer Attitude Survey Summer 2018

Day-to-day working relationship How satisfied are you with your ability to do business with your manufacturer on a day-to-day basis?

KIA LEXUS TOYOTA MINI MAZDA SUBARU SUZUKI RENAULT MITSUBISHI MERCEDES BMW SEAT HONDA VOLKSWAGEN NISSAN VAUXHALL HYUNDAI FORD SKODA AUDI PEUGEOT DACIA LAND ROVER VOLVO JAGUAR ABARTH JEEP FIAT CITROEN ALFA ROMEO

8.2 8.1 7.3 [5.9] 7.1 [8.3] 7.1 [5.6] 7.0 [5.4] 7.0 [9.3] 7.0 [7.1] 6.9 [7.8] 6.8 [5.1] 6.2 [5.7] 6.2 [5.2] 6.0 [4.7] 5.9 [5.2] 5.9 [5.9] 5.7 [5.6] 5.6 [6.4] 5.5 [5.5] 5.4 4.8 [5.9] 4.7 [5.4] 4.4 [4.8] 4.4 [3.6] 4.0 [4.2] 3.9 [3.6] 3.7 [4.0] 3.2 [2.7]

0

1

2

3

4

5

6 6.2

7

Top performer:

Kia

9.3 points

Bottom performer:

Alfa Romeo

3.2 points

Most improved:

Honda

+1.7 points

Biggest decline:

Mercedes

-2.3 points

Average score:

8

9.3 [9.1] 9.1 [9.4] 9.0 [9.3] [7.3] [8.0]

1

0.9

0.8

0.7

0.6

0.5

0.4

0.3

0.2

0.1

0 9

10

6.2 points

Summary The ability to do business on a day-to-day basis is a key aspect of the dealer/manufacturer relationship and, positively, the average score was 0.3 higher than in winter. Just as six months ago, 22 networks reported satisfaction levels above the 5.0 neutral point. Overall, 15 saw their score go up, 12 went down and two remained the same.

13

Dealer Attitude Survey Summer 2018

Day-to-day working relationship How satisfied are you that the management of your manufacturer actually takes dealers’ views and opinions into account?

LEXUS KIA TOYOTA MAZDA MINI MERCEDES SUZUKI SUBARU MITSUBISHI HONDA SEAT BMW RENAULT VOLKSWAGEN NISSAN PEUGEOT AUDI SKODA FORD LAND ROVER HYUNDAI VAUXHALL DACIA ABARTH JAGUAR JEEP FIAT CITROEN VOLVO ALFA ROMEO

1

9.2 [9.4] 9.2 [9.1] 9.0 [9.2]

0.9

7.6 [7.5] 7.5 [6.2] 7.0 [8.9] 6.8 [7.9] 6.7 [5.8] 6.7 [4.2] 6.6 [4.7] 6.4 [7.3] 6.4 [6.1] 6.1 [4.2] 5.9 [5.6] 5.7 [4.7] 5.3 [5.1] 5.3 [6.0] 5.2 [5.0] 5.1 [5.6] 5.0 [5.8] 5.0 [4.4] 4.6 [3.8] 4.4 4.2 [2.4] 4.0 [4.5] 3.6 [3.2] 3.5 [2.2] 3.5 [3.3] 3.2 [3.8] 3.2 [1.9]

0

1

2

3

4

5

5.7 6

7

Top performer:

Kia and Lexus

9.2 points

Bottom performer:

Alfa Romeo

3.2 points

Most improved:

Mitsubishi

+2.5 points

Biggest decline:

Mercedes

-1.9 points

Average score:

8

0.8

0.7

0.6

0.5

0.4

0.3

0.2

0.1

0 9

10

5.7 points

Summary With an average score of 5.7 compared to the winter’s 5.3, dealers were more satisfied with this aspect of their day-to-day working relationship with their respective manufacturers.

Overall, 19 networks saw their score improve, while 10 declined; 19 were also the scores above the neutral mark of 5.0.

14

Dealer Attitude Survey Summer 2018

Standards and performance measures How satisfied are you that your manufacturer’s dealer standards are fair and reasonable?

KIA LEXUS TOYOTA MERCEDES MAZDA SUZUKI SUBARU BMW MINI MITSUBISHI HONDA SEAT AUDI NISSAN VOLKSWAGEN ABARTH FORD RENAULT HYUNDAI VOLVO PEUGEOT VAUXHALL LAND ROVER SKODA FIAT JEEP DACIA JAGUAR CITROEN ALFA ROMEO

1

9.0 [9.0] 9.0 [8.6] 8.6 [8.6] 8.3 [9.1] 7.8 [7.6] 7.7 [8.0] 7.3 [7.3] 7.3 [6.7] 7.1 [7.3] 7.0 [5.7] 6.8 [5.3] 6.5 [7.6] 6.3 [5.9] 5.9 [5.3] 5.8 [5.7] 5.7 [4.0] 5.6 [6.3] 5.5 [4.1] 5.5 [4.7] 5.4 [5.3] 5.0 [5.2] 4.8 [4.7] 4.8 [5.1] 4.7 [4.8] 4.5 [3.9] 4.4 [3.4] 4.3 4.1 [4.0] 3.7 [4.3] 3.3 [2.3]

0

1

2

3

4

5

6

7

8

Top performer:

Kia

9.0 points

Bottom performer:

Alfa Romeo

3.3 points

Most improved:

Abarth

+1.7 points

Biggest decline:

Seat

-1.1 points

Average score:

9

0.9

0.8

0.7

0.6

0.5

0.4

0.3

0.2

0.1

0 10

6.0 points

Summary The question about the fairness of manufacturers’ dealer standards saw an improvement of 0.3 points from six months ago. Out of all the dealer networks, 17 responded more positively than in the previous issue of the survey, nine gave a lower score and three did not change.

More than two thirds of the responses were above 5.0.

15

Dealer Attitude Survey Summer 2018

Standards and performance measures How satisfied are you that the performance measures used by your manufacturer on your business are fair and reasonable?

LEXUS KIA TOYOTA MERCEDES SUZUKI SUBARU MAZDA MINI BMW SEAT MITSUBISHI HONDA AUDI NISSAN RENAULT FORD VOLKSWAGEN LAND ROVER SKODA HYUNDAI PEUGEOT ABARTH JAGUAR DACIA VAUXHALL VOLVO FIAT JEEP CITROEN ALFA ROMEO

1

9.1 [8.8] 9.0 [8.9] 8.6 [8.4] 8.1 [8.7] 7.6 [7.8] 7.5 [6.7] 7.4 [7.6] 7.3 [7.2] 7.1 [7.2] 6.9 [7.4] 6.7 [5.3] 6.4 [5.0] 6.2 [6.0] 5.9 [5.4] 5.8 [4.4] 5.7 [5.7] 5.5 [5.7] 5.5 [5.0] 5.4 [5.1] 5.4 [4.9] 5.2 [5.3] 5.1 [3.2] 5.0 [4.8] 4.9 4.6 [4.8] 4.5 [5.2] 4.3 [4.0] 4.2 [3.6] 3.6 [3.9] 5.9 3.3 [2.6]

0

1

2

3

4

5

6

7

Top performer:

Lexus

9.1 points

Bottom performer:

Alfa Romeo

3.3 points

Most improved:

Abarth

+1.9 points

Biggest decline:

Volvo

-0.7 points

Average score:

8

9

0.9

0.8

0.7

0.6

0.5

0.4

0.3

0.2

0.1

0 10

5.9 points

Summary The all dealer average of 5.9 was 0.2 higher than six months ago and at the same level as last summer’s survey. Out of the dealer networks surveyed, 22 returned a score above 5.0; 18 saw their score increase, 10 had a decline and one remained the same.

16

Dealer Attitude Survey Summer 2018

Used cars How satisfied are you with your total margin on used car sales?

KIA LEXUS TOYOTA HONDA VAUXHALL NISSAN MAZDA SUZUKI MITSUBISHI SUBARU FORD MINI CITROEN VOLKSWAGEN AUDI SEAT PEUGEOT VOLVO HYUNDAI BMW SKODA RENAULT DACIA LAND ROVER MERCEDES JAGUAR FIAT ABARTH JEEP ALFA ROMEO

8.6 7.7 [8.2] 7.6 [8.3] 7.5 [6.5] 7.2 [6.6] 7.2 [6.8] 7.2 [7.2] 7.1 [6.8] 7.1 [6.7] 7.0 [6.4] 6.8 [6.6] 6.7 [7.1] 6.6 [5.9] 6.5 [5.9] 6.5 [6.7] 6.3 [6.1] 6.3 [6.3] 6.2 [6.0] 6.2 [5.6] 6.2 [5.8] 6.1 [5.3] 6.1 [5.9]

1

[8.4]

0.9

0.8

0.7

0.6

0.5

0.4

0.3

5.4 5.2 [5.0] 5.1 [7.2] 5.0 [4.0] 4.9 [4.3] 4.7 [5.3] 4.5 [3.8] 4.3 [3.3]

0

1

2

3

4

5

0.2

0.1

0 6

6.5

7

8

Top performer:

Kia

8.6 points

Bottom performer:

Alfa Romeo

4.3 points

Most improved:

Alfa Romeo, Honda and Jaguar

+1.0 points

Biggest decline:

Mercedes

-2.1 points

Average score:

9

10

6.5 points

Summary A number of new questions about used cars were included for the first time in the previous issue of the survey. In this edition, dealers showed more satisfaction, on average, with their total margin on used car sales compared to six months ago (6.5 v 6.2). Most ratings (21) were higher than in winter, six were lower and two did not change. More than 80% of the responses were above the neutral mark of 5.0 (25 out of 30).

17

Dealer Attitude Survey Summer 2018

Used cars How satisfied are you with your manufacturer's used car programme?

KIA VAUXHALL MINI NISSAN BMW VOLKSWAGEN TOYOTA SUBARU MAZDA AUDI VOLVO HONDA LEXUS CITROEN SEAT SUZUKI MITSUBISHI FORD SKODA MERCEDES PEUGEOT LAND ROVER RENAULT HYUNDAI JAGUAR ABARTH JEEP FIAT ALFA ROMEO DACIA

8.7 7.7 [6.7] 7.5 [7.5] 7.3 [7.1] 7.3 [7.6] 7.1 [6.5] 7.1 [7.1] 7.1 [5.8] 7.0 [6.9] 7.0 [7.3] 6.8 [6.5] 6.8 [5.8] 6.7 [6.8] 6.7 [6.4] 6.6 [5.6] 6.4 [5.8] 6.4 [5.4] 6.3 [5.7] 6.0 [5.3] 5.9 [7.9] 5.7 [6.3] 5.3 [5.2] 4.8 [4.4] 4.7 [4.3] 4.6 [4.7] 3.5 [3.2] 3.4 [3.6] 3.2 [3.3] 3.2 [2.7] 6.1 3.1

0

1

2

3

4

5

6

Top performer:

Kia

8.7 points

Bottom performer:

Dacia

3.1 points

Most improved:

Subaru

+1.3 points

Biggest decline:

Peugeot

-0.6 points

Average score:

7

8

1

[8.5]

0.9

0.8

0.7

0.6

0.5

0.4

0.3

0.2

0.1

0 9

10

6.1 points

Summary In relation to manufacturers’ used car programme, dealers showed similar levels of satisfaction to six months ago (6.1 v 6.0). The majority of the dealer networks surveyed (19) saw their score grow, eight experienced a decline and two did not change. Nearly three quarters of respondents (22, 73%) returned a score above 5.0.

18

Dealer Attitude Survey Summer 2018

Future directions How satisfied are you with the alternative fuel vehicle offering?

TOYOTA KIA LEXUS NISSAN HYUNDAI MITSUBISHI RENAULT JAGUAR VOLVO LAND ROVER BMW AUDI MINI VOLKSWAGEN MERCEDES MAZDA SUZUKI SEAT PEUGEOT FORD HONDA DACIA SKODA SUBARU VAUXHALL CITROEN ABARTH JEEP ALFA ROMEO FIAT

9.2 8.6 8.5 8.0 7.7 7.6 7.2 6.8 6.4 6.1 6.1

5.2 4.0

[6.5] [7.1]

0.8

[5.3]

[4.8]

[6.8]

0.7

[7.2] [6.6]

0.6

[7.3]

[6.1]

0.5

[3.6]

[3.3]

3.5 3.2

0.9

[7.6]

[7.0]

3.9 3.5

[8.4] [9.2]

[5.7]

6.0 5.7

1

[9.6]

[3.7]

0.4

[3.7]

3.1

[3.7]

3.0

[2.8]

0.3

2.9 2.7 2.6 2.2 1.8 1.7 1.6 1.5 1.3

0

1

[2.8] [2.3]

0.2

[1.9]

[2.8] [1.1]

0.1

[1.3] [1.0]

4.8

[1.2]

2

0 3

4

5

6

Top performer:

Toyota

9.2 points

Bottom performer:

Fiat

1.3 points

Most improved:

Jaguar

+2.0 points

Biggest decline:

Mercedes

-3.0 points

Average score:

7

8

9

10

4.8 points

Summary The average dealers’ satisfaction with alternative fuel vehicle offering grew only marginally by 0.1 but remains below 5.0. Out of all respondents, 16 saw an increase in score, while 13 went down. Less than half of respondents (14) gave a response above 5.0.

19

Dealer Attitude Survey Summer 2018

Future directions How satisfied are you with your manufacturer’s approach to future retailing channels?

TOYOTA LEXUS KIA MERCEDES MINI BMW AUDI MITSUBISHI MAZDA NISSAN JAGUAR RENAULT VOLKSWAGEN SUZUKI LAND ROVER SEAT HYUNDAI PEUGEOT HONDA VOLVO FORD SUBARU CITROEN ABARTH VAUXHALL SKODA DACIA FIAT JEEP ALFA ROMEO

1

8.6 [8.5] 8.4 [7.8] 8.4 [8.6] 7.4 [8.3] 7.3 [7.2] 7.3 [7.2] 7.0 [6.9] 6.8 [5.5] 6.6 [6.4] 6.5 [5.7] 6.5 [4.8] 6.4 [4.9] 6.1 [6.3] 6.0 [6.4] 5.9 [5.9] 5.8 [6.4] 5.7 [4.9] 5.4 [5.5] 5.4 [4.3] 5.1 [5.3] 5.1 [4.7] 4.8 [4.7] 4.5 [4.4] 4.3 [3.0] 4.2 [3.8] 4.0 [4.6] 4.0 3.6 [2.3] 3.2 [2.9] 3.0 [2.2]

0

1

2

3

4

5

5.7 6

Top performer:

Toyota

8.6 points

Bottom performer:

Alfa Romeo

3.0 points

Most improved:

Jaguar

+1.7 points

Biggest decline:

Mercedes

-0.9 points

Average score:

7

8

9

0.9

0.8

0.7

0.6

0.5

0.4

0.3

0.2

0.1

0 10

5.7 points

Summary The average score of 5.7 represents an increase of 0.3 points from the winter survey and shows that the dealers networks were slightly more satisfied than six months ago. Positively, 20 ratings increased, eight declined and one stayed the same. There were 21 responses above the neutral mark of 5.0.

20

Dealer Attitude Survey Summer 2018

Overall manufacturer scores How would you rate your manufacturer overall on scale of 1 to 10?

KIA TOYOTA LEXUS MINI MAZDA SEAT SUZUKI MERCEDES HONDA MITSUBISHI BMW VOLKSWAGEN RENAULT DACIA SUBARU NISSAN HYUNDAI PEUGEOT FORD LAND ROVER AUDI SKODA ABARTH VOLVO VAUXHALL JAGUAR FIAT JEEP CITROEN ALFA ROMEO

1

9.1 [8.9] 9.0 [8.9] 8.7 [8.6] 7.5 7.5 6.7 [7.7] 6.6 [7.9] 6.5 [8.9] 6.4 [4.9] 6.2 [4.3] 6.0 [5.5] 5.9 [5.7] 5.9 [4.1] 5.9 5.8 [4.7] 5.8 [4.8] 5.6 [4.4] 5.5 [5.2] 5.5 [6.0] 5.4 [6.0] 5.4 [7.0] 5.3 [4.9] 4.7 [2.5] 4.4 [5.1] 4.1 [4.2] 3.6 [3.4] 3.6 [2.0] 3.4 [2.4] 3.4 [3.2] 2.1

0

1

0.9

[6.3] [7.6]

0.8

0.7

0.6

0.5

0.4

0.3

0.2

0.1

[1.4]

2

0 3

4

5

5.7 6

7

8

Top performer:

Kia

9.1 points

Bottom performer:

Alfa Romeo

2.1 points

Most improved:

Abarth

+2.2 points

Biggest decline:

Mercedes

-2.4 points

Average score:

9

10

5.7 points

Summary The key question how would you rate your manufacturer overall? showed a significant increase of 0.4 points from last winter’s average. Out of all participating dealer networks, 20 saw their score increase, while only nine went down. More than 70% of the responses (22) were above 5.0.

21

Dealer Attitude Survey Summer 2018

Overall manufacturer scores Average score across all questions KIA TOYOTA LEXUS MAZDA MINI SUZUKI MERCEDES SEAT MITSUBISHI BMW SUBARU HONDA NISSAN VOLKSWAGEN AUDI RENAULT PEUGEOT HYUNDAI FORD SKODA LAND ROVER VOLVO VAUXHALL JAGUAR DACIA CITROEN ABARTH FIAT JEEP ALFA ROMEO

1

8.5 [8.6] 8.2 [8.4] 8.2 [8.4]

3.2

0

1

2

0.9

7.0 [6.8] 6.8 [6.6] 6.7 [7.2] 6.6 [8.3] 6.4 [7.0] 6.4 [5.2] 6.4 [6.3] 6.3 [5.5] 6.3 [5.3] 6.2 [5.6] 6.0 [5.8] 5.9 [6.6] 5.8 [4.7] 5.6 [5.5] 5.5 [4.7] 5.5 [5.7] 5.3 [5.2] 5.3 [5.3] 5.0 [5.4] 4.8 [4.6] 4.7 [4.2] 4.7 4.5 [4.4] 4.5 [3.4] 4.2 [3.3] 3.8 [3.3] 5.6 [2.7]

3

4

5

6

7

0.8

0.7

0.6

0.5

0.4

0.3

0.2

0.1

0 8

Top performer:

Kia

8.5 points

Bottom performer:

Alfa Romeo

3.2 points

Most improved:

Mitsubishi

+1.2 points

Biggest decline:

Mercedes

-1.6 points

Average score:

9

10

5.6 points

Summary The average score across all questions of the survey is a good indicator of the general satisfaction levels of the different networks. Across all questions, the average score did not change from six months ago. Compared to six months ago, 20 networks saw their score increase, while 9 decreased.

22

Dealer Attitude Survey Summer 2018

Overall manufacturer scores Total movement across all questions MITSUBISHI RENAULT ABARTH HONDA HYUNDAI FIAT SUBARU NISSAN ALFA ROMEO JEEP JAGUAR VOLKSWAGEN VAUXHALL MINI MAZDA SKODA PEUGEOT BMW CITROEN LAND ROVER KIA VOLVO LEXUS FORD TOYOTA SUZUKI SEAT AUDI MERCEDES -85.4 [4.4] -100

1

60.7 [4.9] 57.8 [-63.3] 57 [-98.6]

0.9

50.2 [-29.6] 45.7 [-17.6] 43.2 [-52.1]

0.8

41 [1.7] 32.5 [60.7] 28.4 [-51.1]

0.7

26.6 [-11.7] 21.9 [-44.6]

0.6

14.2 [-1.4] 12 [-6.3] 11.5 [7.4]

0.5

9 [-16.1] 5.4 [-1.7] 5 [-1.3]

0.4

4.4 [6.1] 2.9 [12.4] 0.3 [-26.5]

0.3

-4.2 [4.4] -6.1 [-16.1] -9 [16.0]

0.2

-9.5 [-5.9] -10 [54.0] -23.3 [-12.0]

0.1

-31.3 [14.1] -36.6 [7.9]

0 -80

-60

-40

-20

0

13.0 20

Most improved:

Mitsubishi

+60.7 points

Biggest decline:

Mercedes

-85.4 points

Average score:

40

60

+13.0 points

Summary The movement in score across all the questions of the survey gives an accurate insight into the general performance of each manufacturer in the past six months. On average, ratings went up by 13.0 points from six months ago. Out of all the respondents, 20 experienced a positive movement, while 9 saw a negative one.

23

80

201 Great Portland Street, London, W1W 5AB Tel: 020 7580 9122 nfda@rmif.co.uk www.nfda-uk.co.uk