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Return to OFDA Awards/Research
2011 Top 10 Dealer Issues
When asked to evaluate their primary manufacturers, product line and customer services concerns dominated the list of the Top Ten Dealer Issues as identified in the annual OFDA Dealer Manufacturer Satisfaction Index Survey.
Conducted by the OFDA, the trade association for North American office furniture dealers, the poll measured dealer satisfaction and rated the importance of 46 key issues in six categories: training, product lines, service and support, sales and marketing, management, and technology.
Top Ten Dealer Issues
|
2010 Ranking |
2011 Ranking |
ISSUES OF IMPORTANCE
(Criteria for Dealers Choice Awards) |
2010
(5 most important) |
2011
(5 most important) |
|
1 |
1 |
Completeness and accuracy of product deliveries |
4.96 |
4.97 |
|
2 |
2 |
Delivery of product in satisfactory, damage-free condition |
4.95 |
4.95 |
|
3 |
3 |
Timeliness of product deliveries |
4.92 |
4.93 |
|
4 |
4 |
Customer service support |
4.90 |
4.91 |
|
5 |
5 |
Product quality |
4.90 |
4.90 |
|
6 |
6 |
Overall quality of product lines |
4.89 |
4.89 |
|
7 |
7 |
Meeting lead time requirements for quick ship products |
4.88 |
4.87 |
|
8 |
8 |
Product line meets or exceeds the typical client's expectations |
4.86 |
4.85 |
|
10 |
9 |
Value of product lines to your dealership's success |
4.83 |
4.84 |
|
9 |
10 |
Product margins |
4.86 |
4.83 |
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Dealers were asked to rank each issue based on two criteria: satisfaction and importance. A five-point scale was used with five representing “very satisfied” and “very important” and one representing “not at all satisfied” and “not at all important.” Over 1,400 responses were received with 153 manufacturers receiving evaluations.
“This survey gives dealers a voice in their relationship with their key manufacturer business partners,” state Billie Zidek, Director of Events and Member Sevices Administration for OFDA. “The results tell manufacturers ‘here’s what we value, here’s what we use, here’s what’s missing.’ This is critical data that manufacturers can use to help the dealers, and ultimately help their own sales initiatives.”
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