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Dealers View of Warranty: SGS Dealer Satisfaction Survey with Warranty Administration in China

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Date: 19-May-14 to 19-May-14
Location: Online / Geneva / Switzerland
Category: Automotive Conferences & Trade Fairs

The objective of the one hour complimentary webinar (45-min presentation / 15-min Q&A) is to share the results of the 2014 SGS Dealer Satisfaction Survey with the Warranty Processes and Goodwill/Extended Service Contracts handling in the PR of China.


Agenda
The webinar will discuss further information about:
• For which brand groups dealers find warranty easy to work with
• Dealer Satisfaction with the key warranty tools field force, hotlines and audit
• Dealer Satisfaction with the level and administration of goodwill
• Dealer Satisfaction with the level and administration of extended warranties
• Analysis of the Dealer Verbatim answers


Background
This event is a part of the 2014 SGS webinar series aimed at helping automotive manufacturers and brand owners continually enhance customer experience. SGS is running a range of webinars aimed at supporting organization in this mission.

This survey is part of SGS Global Warranty Satisfaction survey conducted in Europe, US, China, Brazil and Argentina during the course of 2014. It is the first ever multi-continent warranty satisfaction survey for the automotive industry and follows the two previous surveys performed by SGS in Spring 2012 in the main European markets and 2013 in the US.

Conducted on over 600 dealers over 21 brands in China, the results of this unique industry study will enable those responsible for warranties at vehicle manufacturers to understand their brand’s position compared to the competition. It gives a clear benchmark for the warranty controlling processes of hotlines, field force and audits. The survey, conducted between January and March 2014, indicates overall satisfaction with the ease of warranty handling, goodwill policies and extended warranty programmes, with findings based on high-level analysis that lends support to the conclusions of this paper.

The goal was to evaluate franchised dealers satisfaction of the key tools for modern warranty management.
The focus of the study was the overall processes and dealers’ perception of the warranty management system – evaluated in four main areas:
• Ease of conducting business
• Warranty control mechanisms
• Goodwill and extended warranty
• Warranty and payment terms

In particular, warranty management that involves OEM personnel and their service providers, each of whom plays a vital role in the cost structure of an OEM, was researched.

Register for the Session
09:00 a.m. London (GMT Summer Time)
10:00 a.m. Paris, Berlin, Madrid, Amsterdam (Europe Summer Time)
04:00 p.m. Beijing (China Standard Time)
05:00 p.m. Tokyo (Japan Standard Time)

*Reference: 05:00 p.m. Singapore, Kuala Lumpur (Singapore Time)

Visitors

This webinar will be most of interest to …
Warranty Managers, Aftersales Directors, Dealer Audit managers, Dealer Call Center Managers, Management of Large dealers, Warranty Professionals, Dealer Service Managers, Dealer principles, Automotive Dealer Associations

Exhibitors

Mr. Roland Gagel, SGS Global Sector Manager - Automotive

Go to event website