Warranty Metrics Survey

Question Title

* 1. What is your industry

Automotive

Heavy Truck

Motorcycle

Powersports

Agriculture

Construction

Other

Question Title

* 2. Which of the following metrics do you use INTERNALLY to measure your dealers' warranty performance? (select all that apply)

Cost per vehicle serviced (CPVS)

Repairs/1000; R/100; Concerns/100

Cost per repair

Hours per repair

Claim counts by warranty category

Claim counts by vehicle line

Claim counts by warranty claim type

We do not have internal warranty metrics for dealer measurements

Other (please specify)

Question Title

* 3. Which of the following metrics do you SHARE WITH YOUR DEALERS? (select all that apply)

Cost per vehicle serviced (CPVS)

Repairs/1000; R/100; Concerns/100

Cost per repair

Hours per repair

Claim counts by warranty category

Claim counts by vehicle line

Claim counts by warranty claim type

We do not share warranty measurement data with our dealers

Other (please specify)

Question Title

* 4. In addition to the metrics listed above, which of the following metrics do you use INTERNALLY to measure dealers? (select all that apply)

First time paid, first time through

Parts not returned

Percent of claims paid

Percent of claims denied

Percent of dollars amount paid versus claimed (requested to approved)

NTF claims

Repair repairs

Low mileage repairs

Use of diagnostic time

Use of actual time

Hours per repair

Part cost per repair

RO open to close (timing)

RO close to submit

RO submit to paid

Other (please specify)

Question Title

* 5. In addition to the metrics listed above, which of the following metrics do you SHARE WITH YOUR DEALERS? (select all that apply)

First time paid, first time through

Parts not returned

Percent of claims paid

Percent of claims denied

Percent of dollars amount paid versus claimed (requested to approved)

NTF claims

Repair repairs

Low mileage repairs

Use of diagnostic time

Use of actual time

Hours per repair

Part cost per repair

RO open to close (timing)

RO close to submit

RO submit to paid

Other (please specify)

Question Title

* 6. How do you share these metrics with your dealers? (select all that apply)

Dealer dashboard or on-line reporting system

Email reports to dealers

Field or sales organization shares reports with dealers

We don't share warranty data with dealers

Other (please specify)

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* 7. What time frame do you use for measurement of warranty claim data?

Rolling 3 month

Rolling 6 month

Rolling 9 month

Rolling 12 month

Other (please specify)

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* 8. How do you group your dealers for comparison? (select all that apply)

By zone or region

All compared to nation

Year over year compared to self

Comparison to like size SALES/PRODUCT LINE dealers

Comparison to like size SERVICE dealers

Other (please specify)

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* 9. Do you normalize for differences in labor rates?

Yes

Unsure

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* 10. Do you normalize for differences in parts mark-up or show parts costs at net?

We normalize for parts mark-up

We use dealer net for comparison

We do not normalize for parts costs

Unsure

Other (please specify)

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* 11. As you compare dealers, what unit(s) of measurement do you use? (select all that apply)

Standard deviation

Percent under or over average

Dollars under or over average

Other (please specify)

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* 12. Do you break your metrics down by vehicle line?

Yes

Unsure

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* 13. Do you break metrics down by vehicle component? (engine, body, transmission, etc.)

Yes

Unsure

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* 14. Do you offer the ability for a dealer to do ad hoc reporting on their dashboard or just offer static reports?

Just offer static reports

Provide ability for dealers to run reports across multiple parameters

We don't offer reports

Other (please specify)

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* 15. How do you indicate to a dealer if they are trending good or bad? (select all that apply)

Use colors like red/bad; green/good

Use arrows

Use trend lines

We offer no indication

Other (please specify)

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* 16. How does a dealer diagnosis where they are out of line in warranty administration?

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* 17. Do you provide claim lists associated with key metrics? (select all that apply)

Dealers can obtain claim lists by vehicle line

Dealers can obtain claim lists by vehicle subcomponent

Dealers can obtain claim lists by month or date

We don't provide claim lists other than claim status reports

Other (please specify)

Question Title

* 18. What type of claims are included in your "measured warranty" (claims used for comparison) (select all that apply)

Base warranty

Powertrain warranty

Goodwill claims

Recall or Field Service Action claims

Module flashes

Pre-delivery

We don't measure

We don't distinguish by claim type

Question Title

* 19. My we contact you for additional clarification?

Yes - Please provide contact info