Warranty Metrics
Warranty Metrics
The purpose of this survey is to identify how OEMs measure their dealers' warranty performance and what warranty data OEMs share with their dealers.
1.
What is your industry
Automotive
Heavy Truck
Motorcycle
Powersports
Agriculture
Construction
Other
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)
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)
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)
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)
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)
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)
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)
9.
Do you normalize for differences in labor rates?
Yes
No
Unsure
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)
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)
12.
Do you break your metrics down by vehicle line?
Yes
No
Unsure
13.
Do you break metrics down by vehicle component? (engine, body, transmission, etc.)
Yes
No
Unsure
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)
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)
16.
How does a dealer diagnosis where they are out of line in warranty administration?
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)
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
19.
My we contact you for additional clarification?
No
Yes - Please provide contact info
