2017 DSI Survey

slight drop of just under one point. Dealers felt communication
between them and the brand improved but continued to be not
as satisfied with various aspects of their policies and procedures.
FAIRNESS OF MANUFACTURER’S POLICIES AND
PROCEDURES – SERVICE OPERATIONS
0 5 10 15 20
Hyundai
Hyundai has a robust passenger car portfolio, a factor
that contributed to their overall sales decline in 2017 as
trends in the market led that side of their business to a
13.6 percent decline. A total of 130,221 new vehicles were
sold this past year, down 5.7 percent from the 2016 record
of 138,162 units sold. The brand is going through somewhat
of a transition phase, both introducing the Genesis luxury sub
brand and a number of redesigns to its lineup. Hyundai fell
half a point in the Overall Opinion Index, dropping from
20 th to 21 st in the 2017 edition. Dealers noted improvement
with parts distribution, customer satisfaction policies, and
field staff support in both service operations and parts sales.
MINI
1 Subaru (1)
2 Mercedes-Benz (4)
3 Buick-GMC (11)
4 Audi (6)
5 Chevrolet (12)
6 Honda (5)
7 Cadillac (2)
8 Lexus (15)
9 Porsche (16)
10 Acura (13)
11 Mazda (7)
12 Ford (10)
13 Jaguar-Land Rover (8)
14 Toyota (14)
15 Lincoln (3)
Industry
16 Volvo (9)
17 Mitsubishi (17)
18 Volkswagen (24)
19 Kia (23)
20 Nissan (18)
21 Hyundai (22)
22 Infiniti (19)
23 Chrysler (25)
24 MINI (21)
25 BMW (20)
17.35
15.24
12.79
12.66
12.59
12.56
12.56
12.53
12.13
12.89
12.87
12.72
11.90
11.49
11.15
10.96
10.36
8.85
8.65
7.27
7.18
6.34
4.44
3.76
3.20
0.70
A strong showing from the MINI Countryman was enough
to propel the brand to a year over year sales growth of
6.7 percent while the 7,051 new vehicle sales total managed
to just beat the all-time record of 7,050 units set in 2015.
The brand dropped a single position in the Overall Opinions
Index, with a decrease of more than 4.5 points in this year’s
survey. Of note, the brand dropped two ranks in the Most
Effective Manufacturer/Dealer Communication chart. Other
areas that require improvement according to the dealers
involved the manufacturer’s consideration of their views
and ease of doing business.
Infiniti
The addition of the stylish Q60 to the lineup seemed to resonate
with customers as the Q50 and Q60 enjoyed a 4.1 percent
increase in 2017. The 3.0-litre twin-turbo V6 that can be found
in both these cars made the Ward’s 10 Best Engines list for
the second year in a row. Along with success from their luxury
crossover offering in the QX60, the brand managed to set a new
all-time sales record with 12,433 new vehicles sold. While the
brand did not change rank in the Overall Opinions Index, it was
down 5 points relative to the previous year. Vehicle distribution
and new model distribution proved to be pain points for dealers
this year as Infiniti saw notable declines in these categories.
WARRANTY POLICIES AND PROCEDURES
ALLOW EFFICIENT DEALERSHIP OPERATION
1 Subaru (1)
2 Acura (4)
3 Buick-GMC (8)
4 Honda (5)
5 Mercedes-Benz (3)
6 Mazda (6)
7 Chevrolet (7)
8 Cadillac (2)
9 Lincoln (10)
10 Jaguar-Land Rover (11)
10 Volvo (9)
12 Audi (13)
13 Lexus (16)
14 Porsche (21)
15 Ford (12)
Industry
16 Toyota (14)
17 Mitsubishi (15)
18 Volkswagen (22)
19 Infiniti (18)
20 Nissan (17)
21 Hyundai (19)
22 Kia (23)
23 Chrysler (24)
24 BMW (20) -1.86
25 MINI (25) -2.00
-5 0 5 10 15 20
15.29
12.68
12.32
12.92
12.86
12.77
12.55
12.33
12.31
11.43
11.43
10.98
10.88
10.00
9.78
9.41
8.21
7.70
5.94
5.93
5.56
4.96
4.46
2.06
For dealer review only. Not for press release. Strict copyright enforcement. © 2018 CADA 13