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


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When You Need to be Sure
When You Need to be Sure
2014-04-28 07:01:49 - May 21 2014
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 Brazil.


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 Dealers' 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, Brasil 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 300 dealers over 15 brands in Brazil, 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 February 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.

Presenter
Mr. Roland Gagel, SGS Global Sector Manager - Automotive

Register for the Session
sgseventcenter.webex.com/sgseventcenter/onstage/g.php?t=a&d=7007 ..
02:00 p.m. London (GMT Summer Time)
03:00 p.m. Paris, Berlin, Madrid, Amsterdam (Central European Summer Time)
10:00 a.m. Brazil (S. America Eastern Standard Time)
09:00 a.m. Santiago (S. America Western Standard Time)

For more information, please contact:

Outi Armstrong
SGS
1 Place des Alpes
1211 Geneva
Switzerland
+41 22 739 9161

Language: English
Cost: No Charge
Event location: Online


Contact Information:
SGS

1 Place des Alpes
1211 Geneva
Switzerland

Contact Person:


Phone: +41 22 739 9161
email: email

Web: www.sgs.com



Author:
Mary Rose Castor
e-mail
Web: www.sgs.com
Phone: 6328480777

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