Car Dealer Satisfaction & NPS Survey
Understand how car dealers evaluate OEM support, compare commercial terms, and navigate sales, inventory, service, and relationship pressures, so you can strengthen dealer retention, sharpen incentive design, and improve network performance.
CONTEXT & RELEVANCE
Why run this survey now
Most automakers don't lose dealer confidence purely on margin levels. They lose it through incentive complexity, stock pressure, lead quality, slow claim resolution, and uneven field support, none of which fully show up in sales reports or reviews.
If you are...
- OEM dealer network leaders
- Regional sales and channel heads
- Dealer development teams
- Customer experience leadership
RESEARCH THEMES
What This Survey Investigates
Eight interconnected research themes that map the complete dealer relationship journey from commercial alignment to advocacy and retention.
Relationship Health
- Overall partnership satisfaction
- Trust and communication quality
Economics & Margins
- Vehicle and workshop profitability
- Commercial term fairness
Sales & Leads
- Lead quality and allocation
- Retail target achievability
Inventory & Supply
- Stock mix and availability
- Allocation and ageing pressure
Marketing & Incentives
- Campaign effectiveness and relevance
- Incentive clarity and motivation
Service & Claims
- Workshop support and profitability
- Warranty claim resolution
Systems & Support
- Field team responsiveness
- Dealer system usability
Advocacy & Retention
- Recommendation and renewal intent
- Defection risk and triggers
SAMPLING STRATEGY
Tell us about your ideal sample
Help us understand your target respondent profile. Select what applies, we'll design the optimal sample plan based on your inputs.
METHODOLOGY
Survey approach
For Car Dealer Satisfaction & NPS Survey, we recommend a dealer-network census with stratified sampling across regions and flexible data-collection modes to balance reach, depth, and verification.
EXECUTION PROCESS
How we execute
A proven 9-step process from scoping to delivery, designed to ensure quality, speed, and actionable insights.
Define the decision frame
Confirm objectives, target cohorts, geographies, and reporting cuts
Define the decision frame
Design the instrument
Build workstream modules mapped to outputs (drivers, friction, pricing, retention, trust)
Design the instrument
Lock the questionnaire
Review wording, sequencing, LOI, and competitive context; approve final version
Lock the questionnaire
Pilot and calibrate
Test comprehension and ease quality; refine quotas and remove friction where needed
Pilot and calibrate
Run fieldwork
Execute collection with active quota management and feasibility controls
Run fieldwork
Assure quality
Dedupe, attention checks, speed/consistency rules, removals with audit trail
Assure quality
Prepare the dataset
Clean data and deliver codebook/variable definitions
Prepare the dataset
Analyse and synthesise
Driver ranking, leakage diagnostics, pricing bands, segment insights
Analyse and synthesise
Deliver and align
Executive deck (optional dashboard) and leadership readout with recommendations
Deliver and align
COMMERCIAL TERMS
Request a Commercial Proposal
Pricing depends on cohort, geography, sample size, approach, LOI, and deliverables. Configure below for an indicative estimate.
Select Sample Size
Geography
Select Mode of Survey
Length of the Interview
$0.00
+ applicable taxes
Cost Breakdown
Note: Estimate is indicative only. Final pricing is subject to scope finalization after discovery call.
REFERENCE CASELETS
Reference
Real-world examples of survey work across automotive dealer and service networks.
Passenger Vehicle Dealer Lead Allocation & Conversion Effectiveness Study (India)
OBJECTIVE
WHAT WE DID
DELIVERED
Passenger Vehicle Dealer Lead Allocation & Conversion Effectiveness Study (India)
Workshop Service Package Design for Multi-brand Dealers (India)
Passenger Vehicle Dealer Lead Allocation & Conversion Effectiveness Study (India)
OBJECTIVE
A pan-India passenger vehicle brand needed to understand how urban dealers , tier 2 dealers , and high-volume outlets evaluated centrally assigned leads, local prospecting, and digital enquiries across competing acquisition channels.
WHAT WE DID
We ran a structured survey across dealer sales teams, stratified by region, outlet throughput, and brand tenure, capturing lead acceptance , contact speed , follow-up discipline, source quality, appointment creation, and conversion-stage leakage.
DELIVERED
The study produced a lead source preference map , conversion friction list , regional benchmark, dealer cohort framework, and channel levers identifying where allocation rules, response expectations, and local prospecting roles required clearer commercial alignment.
FREQUENTLY ASKED QUESTIONS
Common Questions
Answers to frequently asked questions about this survey mandate.
What decisions will this survey enable?
Who is the buyer vs who are the respondents?
Can we see differences between single-outlet dealers, dealer groups and high-volume outlets?
How will you measure dealer satisfaction and advocacy beyond simple ratings?
Will the survey map the full dealer relationship journey and drop-offs?
Can this survey inform product and pricing strategy?
How will findings improve our dealer retention and network performance?
Still have questions?
Schedule a discovery call to discuss your specific needs and get a custom quote.