Objective

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
 
Click to Register for the Session
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)
 
You will receive logistics upon registration. We hope to see you there.
 
*This webinar will be recorded and made available 24-48 hours after the live event.
 
For more information, please contact:
 
Outi Armstrong
SGS
1 Place des Alpes
1211 Geneva
Switzerland
t: +41 22 739 9161