- Modifying call center schedule (hours/days open, staggered staffing during breaks, etc.)
- Enhancing order systems to allow dealers to self-service their non-critical needs
- Replacing poor performing “assets” (field representatives, transportation providers, etc.)
- Extending order cut-off times (without impacting operations) by staggering order printing/releasing throughout the day rather than at beginning of the shift
- Implementing new wholesale programs with dedicated staff to support dealers
- Holding vendor ship-direct suppliers to strict delivery/ back order ETA requirements
Thursday, February 7, 2013
The North America Parts Manager Survey Is Complete: Availability Is Still The Biggest Driver of Parts Manager Satisfaction; Pricing, Not So Much
How well is the automotive industry doing in terms of satisfying its parts managers? What is most important to these parts managers? Carlisle’s most recent North America Automotive Parts Manager Satisfaction Survey (PMSS) was conducted in September 2012 and the results help shed some light on this.
* * * * *
The PMSS is a comprehensive, online survey that covers all phases of OEM support to their parts managers. It addresses 18 topics, including parts availability, delivery, technical support, training, field support, catalogs, and parts marketing. The surveys contains over 100 questions focused primarily on satisfaction, but it also covers key areas such as dealer fill rates and priorities for improvement. Along with the quantitative feedback, the 11,000+ respondents provided almost 65,000 verbatim responses with specific, actionable feedback for their sponsoring OEMs. 2012 was our 11th year conducting this survey on behalf of the auto industry. This year’s participation was our largest ever, with respect to both respondents and participating OEMs. We received responses from over 11,000 parts managers, representing 17 U.S., 12 Canadian, and eight Mexican automotive OEMs. If you have any questions on this or any other Carlisle syndicated survey, please contact Harry Hollenberg at 978-318-0500 x-106 or firstname.lastname@example.org.