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Dealer Relationship Survey

DRS is a syndicate survey created and managed by TTi Global Research to measure dealer satisfaction and relationships they have with the brands they represent.

August 23rd 2013, by louisa

Track dealer satisfaction across markets and business functions

DRS is a syndicate survey created and managed by TTi Global Research to measure dealer satisfaction and relationships they have with the brands they represent. The survey invites Dealer Principals, Sales and Service Managers to take part in an online assessment, which covers a number of core business functions:

  • Overall Satisfaction
  • Sales Support
  • Vehicle Sales & Marketing
  • Partnership
  • Customer Satisfaction
  • Parts
  • Warranty
  • Dealer Investment
  • Product Overview
  • Field Force Support
  • New Vehicle Ordering & Delivery
  • Profitability
  • Service Support
  • Financial Services
  • Accessories
  • Training

Participants complete a web-based questionnaire, translated into 30 languages and distributed globally across 30 European markets as well as China, India, Thailand and Indonesia.

DRS was piloted with one member in 2006 and has since grown to include 14 members including premium and volume brands.

The challenge

Each brand operates a dealer network in several markets across Europe and in some cases outside of Europe. The ability to track dealer satisfaction across several markets, business functions and highlight areas requiring improvement is time consuming, costly and often inconsistent.

Our approach

As part of the syndicate, members benefit from shared costs, a larger representative set of comparable data, benchmark data against selected competitors, input and flexibility in the question set and personalised and brand relevant data.

Members have access to an online portal which enables them to track real-time response rates and progress during fieldwork as well as review and extract data.

We provide a dedicated in-house DRS team who manage the entire process from field work through to reporting and presentation of results.

The outcome

Members are able to clearly identify areas of low satisfaction by market or by business function across all markets. Dealer verbatim comments will help place scores into context and provide further analysis thus enabling trouble shooting and action planning.