The overall Dealer Satisfaction Index declined two points during the year, dropping to 88 - its lowest level since 1989 when the industry was mired in a recession. On one hand, they're dealing with a more informed customer who is less likely to allow the dealer to make a high profit on any single vehicle. On the other hand, more than half of the dealer principals surveyed agree that manufacturers would like to eliminate dealerships and sell direct to the consumer. Dealers also expressed their frustration over a variety of manufacturer programs that dealers see as taking away from their autonomy. These programs include tying incentives to certification programs and factory affiliated direct selling Internet sites.
Some manufacturers do a better job than others at satisfying dealers.
With a Dealer Satisfaction Index score of 164, Lexus dealers are the most satisfied. By continuing to provide high-demand vehicles that generate strong profits and by addressing the specific dealer issues that are important, Lexus generates the perception that it cares about dealers. Import manufacturers do a much better job of satisfying their dealers. While 16 out of 17 import nameplates score above industry average in the ranking, only four of the 12 domestic nameplates can make this claim. With an index score of 130, Saturn is the highest-scoring domestic nameplate.