The Recreation Vehicle Dealers Association’s (RVDA) board approved a revised Dealer Satisfaction Index (DSI) survey during its June 2 board meeting in Arlington, Va. The annual DSI survey, the results of which are monitored closely by original equipment manufacturers, measures dealers’ overall satisfaction with their manufacturers.
The streamlined survey, concentrating on vehicle reliability/quality as well as parts, warranty and sales support, was developed by the RVDA Industry Relations Committee, chaired by Debbie Brunoforte of Little Dealer, Little Prices, Mesa, Ariz., and Randy Biles of Pike’s Peak Traveland, Colorado Springs, Colo.
“The DSI is now entering its 22nd year,” RVDA President Phil Ingrassia told RVBUSINESS.com. “There hadn’t been a major revision to the questions since about 2007. As we were reviewing our priorities with the board, members asked the Industry Relations Committee to take a look at the survey. We had also heard that it may have been a little cumbersome for dealers to fill out.
“The committee took a fresh look at it and streamlined it to focus on those four core areas,” Ingrassia continued. “They boiled it down to the essence of what the DSI is all about. And, of course, the purpose of it is to be a tool that improves dealer-manufacturer relationships. The main purpose of the survey has not changed at all.”
The survey will be sent to dealers in August with both paper and online versions available to give dealers maximum flexibility in responding.
“The RVDA board and the Industry Relations Committee worked hard to sharpen the focus on dealer and customer support issues,” added Ingrassia. “Many manufacturers tell RVDA they use DSI results to adjust policies and procedures that affect dealers, so it’s important for dealers to participate.”