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Russian Automobile DealersConvention 2017
Results of the ThirteenthCar Dealer Satisfaction Index – DSI13
12 April 2017Andrey Tomyshev
Head of the CIS Automotive Group
Page 3
Methodology
► Sales data are historical actuals.
► The Dealers’ Opinion is a forward-looking index of their confidence in the brand’sfuture.
► The Dealers’ Opinion takes into account the following key aspects of relations withautomotive manufacturers:
1. Sales of new cars
2. After-sales service
3. Sales of used cars
4. Financial arrangements
5. Retention and support of the dealer network
6. Advertising and promotion
7. Communication and feedback.
► The index includes opinions on those brands for which at least 10% of the dealernetwork gave their vote (based on estimates of ROAD and EY).
Page 4
Respondents
► The survey includesthe opinion of 722dealer centerscovering 24 brands,which passed the 10%threshold.
► The number of surveyparticipants totaled750 dealer centersand 31 brands.
Sources: AEB data, EY analysisNote: Data include light commercial vehicles.
Brand % ofparticipationin the survey
Brand salesin 2016
Position bysales in 2016
Brand salesin January-March 2017
Growth fromJanuary-
March 2016
GAZ 81% 55,803 8 10,723 9%
MITSUBISHI 50% 16,769 21 4,253 -16%
RENAULT 39% 117,230 4 26,108 12%
HONDA 38% 1,747 34 360 -21%
FORD 37% 42,686 12 9,380 -3%
LIFAN 36% 17,460 20 3,307 -9%
BMW 31% 27,507 15 6,942 -7%
MAZDA 27% 21,543 17 5,234 15%
HYUNDAI 27% 145,324 3 30,304 3%
LADA 26% 266,296 1 61,447 8%
AUDI 25% 20,705 18 3,615 -26%
SUZUKI 20% 4,520 28 975 -43%
CHERY 19% 4,655 27 1,044 -22%
NISSAN 18% 70,464 7 17,598 -14%
MERCEDES-BENZ 16% 43,215 11 9,582 -12%
UAZ 16% 48,848 10 9,824 4%
VOLKSWAGEN 14% 80,591 6 19,205 12%
DATSUN 13% 18,772 19 6,567 50%
TOYOTA 13% 94,564 5 19,886 -11%
PORSCHE 13% 4,961 26 761 -34%
SKODA 13% 55,386 9 12,686 2%
JAGUAR LAND ROVER 12% 11,195 22 2,747 5%
KIA 10% 149,567 2 37,310 13%
LEXUS 10% 24,116 16 4,985 1%
Page 5
Top brands which failed to reach the 10% threshold
Sources: AEB data, ROAD, LMC Automotive, EY analysisNote: Data include light commercial vehicles.
Brand % ofparticipationin the survey
Brand salesin 2016
Growth from2015
Position bysales in 2016
Brand salesin January-March 2017
Growth fromJanuary-
March 2016INFINITI 9% 4,517 -18% 31 1,477 27%
VOLVO 8% 5,777 -26% 26 1,152 34%
GM-AvtoVAZ 8% 28,604 -9% 14 n/a n/a
SUBARU 8% 5,638 -18% 27 1,056 -23%
JEEP 6% 1,269 -38% 40 376 9%
RAVON 6% 1,403 - 37 1.629 -
GEELY 4% 4,473 -61% 32 510 -72%
Page 6
Not rating aloneThe survey highlighted the development priorities from the standpoint of the dealers
Sales of newcars
Maintenanceand repairs
Advertisingand promotion
Financing
Developmentof
IT systems
Sales of usedcars and trade-
in
Successfactors
Dealernetworkdevelopment
Logistics
Manufacturers
Dealers
Page 7
Five priorities from the standpoint of dealers
Priority Thought leadership Area
Balance the supply volume and model rangedepending on the country’s economic environment.
Increase the dealers’ involvement in planning. ► Build dynamic supply modelsbased on scenarios taking intoaccount the increased influence ofmacroeconomic factors
► Sales of new cars► Pricing► Risk analysis► Logistics
Optimize the pricing and bonus policy taking intoaccount regional specifics, competitors' prices andmargins of specific services, spare parts and cars.
Ensure greater involvement of dealers in preparingproduction plans to ensure their fulfillment on atimely basis.
Optimize the allocation of spare parts, cars andquotas.
► Common IT environment – ITsystem integration
► Mobile access
► Planning► Logistics
Optimize the size of the dealer network dependingon the degree of market saturation.
► Consolidate dealer centers,restructure inefficient companies
► Optimize sales channels
► Dealer networkdevelopment
Enhance positions of the authorized dealers inservices.
Enhance support of advertising budgets with anemphasis on "sales-focused" advertising.
► Joint promotional events relating toservice centers
► Train service centers' employees► Use new advertising channels
► Maintenance andrepairs
► Advertising andpromotion
Page 16
Leaders of satisfaction index by brandsApril 2017
3
12
No. 1, 2 and3 in thefollowingcategories:
No. 2:•Sales of new cars•After-sales service•Sales of used cars•Dealer networkdevelopment
•Advertising andpromotion
•Communication andfeedback
No. 3:•Financialarrangements
No. 1:•Sales of new cars•After-sales service•Dealer network development•Advertising and promotion•Communication and feedback
No. 2:•Financial arrangements
No. 1:•Financialarrangements
No. 3:•After-sales service•Sales of used cars•Dealer networkdevelopment
GAZ CHERYLIFAN
Page 19
Prior ranking leaders2008-2016
August2008
April2009
August2009
April2010
August2010
August2011
October2012
April2013
October2013
April2014
April2015
April2016
April2017
AUDI
SKODA
LEXUS
PEOGEOT
CITROEN
KIA
GAZ
TOYOTA
VOLVO
RENAULT
MAZDA
MITSUBISHI
NISSAN
LIFAN
CHERY
6 1 -1 1 1- - 1- 1 1- 1 1- 1 15 2 -- 1 -- 1 -- - 3- - 21 3 1- - 1- 1 -- - 1
1 2 3111112
2 3
2 3
2 3
2
3
22
13
33
1
2
3
1 1 1 1
2 2 1
33
3
2
2
3
1
2
3