The aftersales business has always been an essential profit contributor for motor vehicle OEMs. In times of crises, the downstream business – especially aftersales – has been more resilient than new vehicle sales and has provided stability to OEMs.

Ducker Carlisle focuses on aftermarket parts benchmarks for two reasons: the aftersales market contributes to an increasing proportion of total OEM profits, and aftersales is an extraordinarily complex business with multiple sales channels and regulatory limitations. Our benchmarking services reveal shifts in buying behavior that enables OEMs to strengthen aftersales program strategies to maintain or increase market share.

Maintaining quality and consistency across customer touchpoints is crucial to businesses, especially those seeking growth via channel partnerships. Our comprehensive benchmarking services provide essential intelligence to help OEMs develop a practical, proactive brand strategy that aligns across channels.

These benchmarks improve dealer and distributor performance and increase customer satisfaction, ultimately contributing to OEM growth and improved company value.

Bespoke benchmarking services from Ducker Carlisle center around your organization’s real-world goals. Compare your enterprise’s performance to your peers based on relevant KPIs that matter to your organization.

Whether you are interested in exploring department-specific metrics or broad comparisons against your peers, we conduct deep analysis that leads to actionable insights.

Helping OEMs identify opportunities to increase accessories sales

Focused primarily on vehicle salespeople as the target respondents, this survey solicits feedback on the full spectrum of accessory offerings/support provided by OEMs. This includes topics such as:

• Digital selling tools
• Product offering
• Pricing
• Training
• Compensation/incentives
• Field support
• Accessories warranties

In addition, the survey solicits feedback from dealers self-described as “unengaged” in selling accessories to understand why and what changes could “re-engage” the dealership. This survey is currently offered for the automotive industry.

Improving dealer fill rates, parts profitability, and purchase loyalty

This survey supports construction, agricultural, and heavy truck OEMs in the quest to improve dealer fill rates, parts profitability, and purchase loyalty. The survey covers a broad range of parts topics, including:

• Supply chain: availability, delivery, damages, parts returns
• Support: technical support, field support, training
• Sales and marketing: parts marketing, pricing, purchase loyalty

In addition, the survey is updated annually to address up-and-coming strategic issues. Recently, these have included topics such as dedicated delivery satisfaction, the impact of e-commerce, and an investigation of drivers of lost purchase loyalty.

Improving dealer technician efficiency, recruiting, and retention

Across the motor vehicle industry, there is a severe lack of technicians, driven by difficulties in both recruitment and retention. The survey examines what drives technician satisfaction – training, tools, supervision, compensation, career development, etc. – and how these factors impact job retention. This survey also investigates relationships between various OEM support (training, tools, technology, rewards, etc.) and key output metrics such as repair orders per day or fixed-right-first-time.

Enabling OEMs to support service advisors in improving end-customer satisfaction (CSI), service retention, and dealer profitability

Across the automotive industry, service advisors have the highest turnover within the dealer fixed operations department. Yet, at the same time, advisors are responsible for more customer “face time” than any other position within the parts/service departments. This survey focuses on two key objectives:

• How the OEM can help make advisors more effective (e.g., service initiation, training, technology, MPIs, express service, etc.)
• How OEMs can help to reduce advisor turnover (e.g., satisfaction, compensation, career progression, etc.)

This survey is currently offered for the automotive industry.

Helping OEMs improve end-customer service satisfaction (CSI), service retention, and dealer profitability

This survey covers a broad range of service topics – technical support, training, special tools, diagnostic equipment, service marketing, retention programs, field support, warranty administration, etc. In addition, the survey is updated annually to address up-and-coming strategic issues. Recently, these have included such topics as telematics, express service, mobile technicians, managing uptime, and service lane technology. This survey is offered for the automotive, construction, agricultural, and heavy truck industries.