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RVDA Revises Dealer Satisfaction Index Survey

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The RV Dealer’s Association’s Board of Directors approved a revised Dealer Satisfaction Index (DSI) survey during the board meeting on June 2 in Arlington, Va.

The annual DSI survey, entering its 22nd year, measures dealers’ overall satisfaction with their manufacturers. Changes made this year will streamline the survey, and focus more on customer and dealer support, according to RVDA President Phil Ingrassia.  

“There’s  just a little more focus on some of the customer and dealer support issues, so we just put a finer point on those to help in the discussion,” Ingrassia said.

The RVDA Industry Relations Committee, chaired by Debbie Brunoforte of Little Dealer, Little Prices, and Randy Biles of Pike’s Peak Traveland, developed changes over a six-month period based on industry feedback.

Ingrassia said the survey is revised periodically, and was last changed in 2007.

“It was a good time, as the industry is in the midst of a pretty strong recovery, to take a look at these issues that can shift a little over the years,” Ingrassia said. “We’ve seen not only consolidation from some of the manufacturers since 2007, but also dealer consolidation.”

The survey will be sent to dealers in August with both paper and online versions available to give dealers maximum flexibility when responding.

“The RVDA board and the Industry Relations Committee worked hard to sharpen the focus on dealer and customer support issues,” Ingrassia said. “Many manufacturers tell RVDA they use DSI results to adjust policies and procedures that affect dealers, so it’s important for dealers to participate.”

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