Toyota is the most appreciated brand by Italian dealers according to the 2020 edition of DealerSTAT, the annual study by Quintegia that assesses the level of dealer satisfaction in their relationship with automotive manufacturers, presented on June 23 during the first episode of Automotive Forum Live. Porsche holds steady in second place, while Suzuki, the reigning champion, drops to third, making it a podium dominated two-thirds by Japanese brands. Following in the top 10 are Mercedes, Volkswagen, Volvo, BMW, Mini, Audi, and Seat. Toyota’s strength lies in its consistency (with an overall rating of 4 on a scale from 1 to 5), consistently appearing in the top 10 indicators and on the podium for important aspects such as product warranty policies, captive financial services, and profit margins. Porsche also performs well (with a rating of 3.95), closely trailing Toyota thanks to top positions in profit margins and post-sale profitability, as well as second place in local marketing support.

“Compared to last year, dealer satisfaction has declined, although not significantly, given the current circumstances,” said Alberto Bet, manager of Quintegia, “with an overall satisfaction rating of 3.24. Among the management areas with higher satisfaction ratings are sales management (3.48), product (3.45), training (3.38), spare parts service (3.30), and financial services (3.25). In particular, regarding product warranty policies, Asian brands stand out (all of them are in the top 10 for this section). However, longstanding challenges remain, such as business sales (2.63), especially in terms of generated profitability, the used car business (2.83), and dealer margins (2.67), with only 5 brands passing in terms of new car sales, starting with Porsche, Suzuki, and Toyota.”
Through DealerSTAT, Quintegia also maps out Italian dealers and authorized repairers, noting a gradual consolidation of networks over the past 5 years, resulting in a certain balance in terms of dealer coverage. On the other hand, there continues to be a contraction at the ownership level, with the number of business owners decreasing from 2,200 in 2010 to 990 (-55%) today.

For a public summary of the results, you can contact: sintesi@quintegia.it

You can watch the episode of Automotive Forum LIVE on www.automotiveforum.it/archivio