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NADA Research Shows Decline in Dealership Satisfaction with System Providers

January 3, 2006

McLEAN, Va. -- Recent research from the National Auto Dealership Association (NADA) Information Technology Committee shows that dealership satisfaction with Dealer System Provider (DSP) vendors has declined from 2003 to 2005.

The study, which was conducted via phone interviews with 1,434 dealership personnel with ranging job capacities, found that 78 percent were satisfied with their DSP vendors in 2005, compared with 85 percent in 2003.

The lack of increase in general level of service was blamed for the decrease. In addition, the study identified that dealer satisfaction with DSP vendors is driven mainly by customer service, system integration and training.

The research also showed that satisfaction among those responsible for choosing DSP vendors – specifically dealer principals and general managers – has dropped from 81 percent in 2003 to 60 percent in 2005.

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