Russian Automobile Dealers Convention 2017 Results of the Thirteenth Car Dealer Satisfaction Index DSI1 12 April 2017 Andrey Tomyshev Head of the CIS Automotive Group
April 2017 Thirteenth Car Dealer Satisfaction Index Survey Page 2
Methodology Sales data are historical actuals. The Dealers Opinion is a forward-looking index of their confidence in the brand s future. The Dealers Opinion takes into account the following key aspects of relations with automotive manufacturers: 1. Sales of new cars 2. After-sales service. Sales of used cars 4. Financial arrangements 5. Retention and support of the dealer network 6. Advertising and promotion 7. Communication and feedback. The index includes opinions on those brands for which at least 10% of the dealer network gave their vote (based on estimates of ROAD and EY). Page
Respondents Brand % of Brand sales Position by participation in the survey in 2016 sales in 2016 Brand sales in January- March 2017 Growth from January- March 2016 The survey includes the opinion of 722 dealer centers covering 24 brands, which passed the 10% threshold. The number of survey participants totaled 750 dealer centers and 1 brands. Sources: AEB data, EY analysis Note: Data include light commercial vehicles. GAZ 81% 55,80 8 10,72 9% MITSUBISHI 50% 16,769 21 4,25-16% RENAULT 9% 117,20 4 26,108 12% HONDA 8% 1,747 4 60-21% FORD 7% 42,686 12 9,80 -% LIFAN 6% 17,460 20,07-9% BMW 1% 27,507 15 6,942-7% MAZDA 27% 21,54 17 5,24 15% HYUNDAI 27% 145,24 0,04 % LADA 26% 266,296 1 61,447 8% AUDI 25% 20,705 18,615-26% SUZUKI 20% 4,520 28 975-4% CHERY 19% 4,655 27 1,044-22% NISSAN 18% 70,464 7 17,598-14% MERCEDES-BENZ 16% 4,215 11 9,582-12% UAZ 16% 48,848 10 9,824 4% VOLKSWAGEN 14% 80,591 6 19,205 12% DATSUN 1% 18,772 19 6,567 50% TOYOTA 1% 94,564 5 19,886-11% PORSCHE 1% 4,961 26 761-4% SKODA 1% 55,86 9 12,686 2% JAGUAR LAND ROVER 12% 11,195 22 2,747 5% KIA 10% 149,567 2 7,10 1% LEXUS 10% 24,116 16 4,985 1% Page 4
Top brands which failed to reach the 10% threshold Brand % of participation in the survey Brand sales in 2016 Growth from 2015 Position by sales in 2016 Brand sales in January- March 2017 Growth from January- March 2016 INFINITI 9% 4,517-18% 1 1,477 27% VOLVO 8% 5,777-26% 26 1,152 4% GM-AvtoVAZ 8% 28,604-9% 14 n/a n/a SUBARU 8% 5,68-18% 27 1,056-2% JEEP 6% 1,269-8% 40 76 9% RAVON 6% 1,40-7 1.629 - GEELY 4% 4,47-61% 2 510-72% Sources: AEB data, ROAD, LMC Automotive, EY analysis Note: Data include light commercial vehicles. Page 5
Not rating alone The survey highlighted the development priorities from the standpoint of the dealers Logistics Development of IT systems Dealer network development Manufact urers Advertising and promotion Success factors Sales of new cars Dealers Financing Maintenance and repairs Sales of used cars and tradein Page 6
Five priorities from the standpoint of dealers Priority Thought leadership Area Balance the supply volume and model range depending on the country s economic environment. Increase the dealers involvement in planning. Build dynamic supply models based on scenarios taking into Optimize the pricing and bonus policy taking into account regional specifics, competitors' prices and margins of specific services, spare parts and cars. account the increased influence of macroeconomic factors Sales of new cars Pricing Risk analysis Logistics Ensure greater involvement of dealers in preparing production plans to ensure their fulfillment on a timely basis. Common IT environment IT system integration Mobile access Planning Logistics Optimize the allocation of spare parts, cars and quotas. Optimize the size of the dealer network depending on the degree of market saturation. Consolidate dealer centers, restructure inefficient companies Optimize sales channels Dealer network development Enhance positions of the authorized dealers in services. Enhance support of advertising budgets with an emphasis on "sales-focused" advertising. Joint promotional events relating to service centers Train service centers' employees Use new advertising channels Maintenance and repairs Advertising and promotion Page 7
DSI-1 results Page 8
Support for sales of new cars by manufacturer Market average Page 9
After-sales service Market average Page 10
Support for sales of used cars by manufacturer Market average Page 11
Financial arrangements Market average Page 12
Retention and development of the dealer network Market average Page 1
Advertising and promotion Market average Page 14
Communication and feedback Market average Page 15
Leaders of satisfaction index by brands April 2017 1 2 LIFAN GAZ CHERY No. 1, 2 and in the following categories: No. 2: Sales of new cars After-sales service Sales of used cars Dealer network development Advertising and promotion Communication and feedback No. 1: Sales of new cars After-sales service Dealer network development Advertising and promotion Communication and feedback No. 2: Financial arrangements No. 1: Financial arrangements No. : After-sales service Sales of used cars Dealer network development No. : Financial arrangements Page 16
Overall satisfaction index by brand April 2017 Market average Page 17
Appendix Page 18
Prior ranking leaders 2008-2016 August 2008 April 2009 August 2009 April 2010 August 2010 August 2011 October 2012 April 201 October 201 April 2014 April 2015 April 2016 April 2017 1 2 AUDI SKODA 2 1 1 1 1 1 1 1 2 6 1-1 1 1 LEXUS PEOGEOT 2 - - 1-1 1 CITROEN 2-1 1 KIA GAZ TOYOTA 2 2 2 2 1 1 1 1 1-1 1 5 2 - - 1 - VOLVO 2-1 - RENAULT MAZDA MITSUBISHI 2 2 1 2 - - - - 2 1 1 NISSAN LIFAN 2 - - 1-1 - CHERY - - 1 Page 19
Thank you!