NADA announces results of DSI survey

The National Automobile Dealers’ Association (NADA) announced the results of its 2024 Dealer Satisfaction Index (DSI) survey.

24 NADADSI1

Now in its 28th year, with a pause in 2020 owing to the COVID-19 pandemic, the DSI survey continues to be a crucial benchmark for measuring dealer satisfaction across various automotive brands in South Africa.

This year’s survey saw participation from 35 independently researched brands and garnered a total of 1 481 responses, with 1 298 responses from Passenger/Light Commercial Vehicles (LCV) dealerships and 183 from Commercial Vehicle dealerships.

The NADA DSI project, which has been supported by NADA Executive Members, NADA Dealer Council Chairmen and representatives of all participating brands, provides invaluable insights into the automotive industry. The survey is segmented into 13 focus areas, including Dealer Satisfaction; Communication and Relationships; Used Cars; CSI Programme; Vehicle Range; Vehicle Distribution; Parts; Policy Claims & Warranty; Franchise Compliance Audits; Dealer Support; Labour Rates and others.

Lightstone, the independent research company, which has been conducting the survey since its inception in 1996, has noted a significant increase in how manufacturers and importers utilise the insights from the DSI results.

The DSI survey results are eagerly anticipated by the industry and are celebrated annually at a gala awards ceremony. This year, the ceremony was especially significant as it marked WesBank's 20th year of partnering with NADA as the sponsor of the awards. Speaking at the event, Ghana Msibi, CEO of WesBank, highlighted the importance of collaboration and resilience in the industry.

The 2024 awards were categorised into Platinum, Gold, Silver and Bronze based on overall DSI scores:

Passenger/LCV Awards:

• Platinum Award (85.0 and above): Lexus, Mini, Toyota, Suzuki

• Gold Award (75.0 – 84.9): BMW, Volvo, Hyundai, Mitsubishi, Chery, Kia, Mahindra

• Silver Award (70.0 – 74.9): 9 Manufacturers

• Bronze Award (65.0 – 69.9): 1 Manufacturer

Stellantis was recognised as the most improved brand in 2024.

The Commercial Vehicle survey, introduced in 2008, showed a notable improvement with an overall score increasing from 77.9 in 2023 to 78.8 in 2024, marking the highest score since the study's inception.

Hino distinguished itself by achieving a Platinum award for the sixth consecutive year and became the first manufacturer in the history of the NADA DSI Study to score above 90%.

Commercial Vehicle Awards:

• Platinum Award (85.0 and above): Hino

• Gold Award (75.0 – 84.9): MAN, UD Trucks, Mercedes-Benz Trucks, FAW, Isuzu Trucks

• Silver Award (70.0 – 74.9): 1

• Bronze Award (65.0 – 69.9): 1

“These results underscore the commitment of automotive brands to enhance dealer satisfaction and reflect the robust engagement between dealers and manufacturers. NADA remains dedicated to supporting its members through initiatives like the DSI survey, which drive industry standards and promote excellence,” says Brandon Cohen, Chairperson of NADA.

"It is encouraging to see that, over the years, the NADA dealer survey has established itself as a reliable and respected tool to identify any potential issues that may impact the working relationship between retailers and manufacturers. We extend our sincere appreciation to all those who have taken the time to participate in this annual initiative. Our warm congratulations go to all the award winners,” Brandon concludes.

More Dealer News stories

Freeway Toyota sets new benchmark for clientele

Freeway Toyota sets new benchmark for clientele

"I can still remember back in the days when one of the worst experiences was to take your vehicle for a service. I was 18 years old and getting up early, waiting in queues and being exposed to the elements became a “outing” I dreaded."

  • 15 July 2024