Market Performance and Customer Satisfaction Relation in Automotive Sales, Maintenance, and other Services

The distribution networks of car dealers are in transformation with challenge to evolute and increase portfolio of services and secure sustainability or languish. This paper presents the performance of four automotive dealers regarding their business, financial and customer operations. Principally, the models are developed that measure how Customer Feedback results influence the business and financial Key Performance Indicators, aiming at better understanding, improving, and future-proofing of a dealership. Their activities are analysed with the aim of fostering good practices and finding the best places for improvement from the cost-benefit point of view. Future trends and technological developments in the automotive industry are investigated, and recommendations are made for sustaining and improving dealership operations.