Proof that Fiat Group Automobiles’ South African strategy to transform the way it does business, is clearly evident in the latest National Automobile Dealers’ Association (NADA) Dealer Satisfaction Survey.
In a poll of over a 1000 Dealer Principals representing 41 franchises, Fiat achieved an average score of over 65%. This is the first time that the Italian brand has qualified for a bronze award – only six other brands including Lexus and BMW were bronze-award recipients.
The survey is extremely comprehensive and covers key focus areas such as dealer confidence & loyalty, communication & relationships, used car programme (where applicable), CSI programme, vehicle range, franchise agreements, vehicle distribution, parts, warranty & goodwill, franchise compliance audits as well as dealer support (financial, training and development).
A key theme throughout the report is how dealer-, customer- and investor-friendly manufacturers/importers are perceived to be.
Deputy C.E.O. of Fiat Group Automobiles South Africa (Pty) Ltd, Oscar Rivoli, says: “We have made a bold commitment to dramatically improve our interaction with franchised dealers.
Many elements of the plan, particularly on the parts supply and distribution front, are already in place and it’s clear that they are having a positive impact on our dealers and customers alike. We are working hard to continue this upward trend and, together with a totally transparent relationship with our dealer network, we are confident of ultimately improving the service levels reaching our customers.”