Notes

Slide Show

Outline

1
2	UK car registrations
3	UK ‘car parc’
4	Cars on UK roads by age
5	Effect of quality on retail market
6	Retail servicing trends
7	A declining retail market
8	Retail labour rate trends
9	Retail service market trends
10	Who does the work?
11	Dealer servicing versus 1995
12	Independent servicing vs. 1995
13	‘DIY’ servicing versus 1995
14	Retail market shares by value
15	Aftersales and fleets
16	Fleet Operator Attitude Survey
17	Some general findings
18	Buying factors
19	Focus on satisfaction Effectively Fleet Operator Attitude Survey focuses on satisfaction with dealers Explored through 39 questions using a six-point scale from ‘very poor’ to ‘excellent’ Overall satisfaction this year of 64.5% continues downward trend since score of 76% in 2001
20	Overall satisfaction with dealers Downward trend since 2001
21	Aftersales and understanding
22	Contract Hire Survey Measures satisfaction with contract hire companies on same six-point scale from ‘very poor’ to ‘excellent’ 730 responses (fleets 20+) and a total of 1,020 contract hire company responses 38% of respondents with fleet management job titles 86% of fleet units on contract hire
23	Choice of contract hire co.
24	Overall satisfaction Possible rising trend in satisfaction with contract hire companies – high standards set
25	Priorities for contract hire cos. Unsurprisingly satisfaction with contract hire companies focuses on admin and comms
26	Conclusions - 1
27	Conclusions - 2
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