4. Dealer-Brand Interaction
• 5 distinct ‘expectations’ of dealer from the brand (FIRSE)
• Leading to 5 possible ‘points of satisfaction/dissatisfaction’ with the
brand
• Therefore, any comprehensive dealer satisfaction model must track
and measure the ‘experiences’ a dealer has with the brand at all of
these 5 stages
5. The 5 Dealer-Brand Interaction Stages
Touch Points
ATL, BTL Media
Product
Sales Team
Dealer Relations
Retail
Footfalls
Incentives
Revenue
Sale Supports
Engagement
Interaction Stages
PrePurchasePurchasePostPurchase
SatisfactionExpectation Experience
Milestones
Brand Pull
Brand Marketability
Brand Sales
Brand Sales Support
Orientation to 4Ps
Commitment
Business Assurance
Motivation to sell
Loyalty
Brand Relationship
6. The 5 Distinct Dealer Experience Points
Footfalls Incentives Revenues Sales Support Engagement
Pre Purchase Purchase Post Purchase
ATL, BTL Media Retail Product Dealer Relations
visibility, brand image, packaging, product quality, customer service
price, margins, availability, selling supports, financial dealing, dealer relationship
Dealer Friendliness
Dealer Satisfaction
Sales Team
7. The 5 Distinct Dealer Experience Points
Footfalls Incentives Revenues Sales Support Engagement
Pre Purchase Purchase Post Purchase
ATL, BTL Media Retail Product Dealer Relations
Dealer Friendliness
Dealer Satisfaction
Sales Team
Composite F I R S E Index
34 parameters
F Index I Index R Index S Index E Index
11 parameters 24 parameters 10 parameters 14 parameters
8. The Dealer Engagement Measuring Parameters
• Noticeability of brand (media, outdoor/market level, shop level)
• Sufficiency of communication (spread, frequency)
• Relevance of communication (brand-consumer match)
• Impact on brand image
• Impact on brand premiumness / quality perceptions
• Brand Pull (sufficiency of traffic, is brand asked for, considered)
• Overall satisfaction with brand pull
Brand Pull
Experience
11 Parameters
10. The Dealer Engagement Measuring Parameters
• Price attractiveness (ease of selling)
• Adequacy of dealer margin (absolute margin, vis-à-vis competition, schemes and slab upgrades)
• Adequacy of business generation (gross, net)
• Selling aids (discounts/gifts, hire purchase/installments/EMI)
• Payment collection options (option range, convenience of collection)
• Overall satisfaction with brand selling
Brand Selling
Experience
10 Parameters
11. The Dealer Engagement Measuring Parameters
• Adequacy of supply (sufficient quantity, timely, continuity, spares/accessories)
• Inventory management (systematic management, timely visits, ease of ordering)
• Sales orientation / training (availability, quality)
• Sales communication support (shop signage, ‘pos’)
• Trade channel support (systematic, clear location demarcations, role clarity, issue redressals)
• Customer service support (helpline/call center, query resolution – timely, adequacy)
• Channel promotion (coop ads, dealer directory/directions)
• Financial dealing (payment policy, credit period, level of paperwork)
• Return / refund (policy, actual experience)
• People relations (sales team, finance team, management – approachability, courtesy,
ease of dealing, etc.)
• Overall satisfaction with brand sales support
Brand Sales
Support
Experience
34 Parameters
12. The Dealer Engagement Measuring Parameters
• Brand orientation (understanding of brand and its ‘usp’, session/workshops/visits, training,
literature/newsletter)
• Company orientation (factory/office visit, literature/newsletter)
• Dealer meets / forum (regularity, relevance, convenience)
• Loyalty program (exists, attractiveness, motivation to recommend/sell)
• Recognition (awards, certificates, letter of appreciation, etc.)
• Overall satisfaction with brand relationship
Brand
Relationship
Experience
14 Parameters
13. Methodology
• Important to measure satisfaction levels at each stage of
interaction to derive the relevant ‘diagnostics’ for leakages in the
brand dealing funnel
• Parameters also rated on their ‘importance’ by dealers to
facilitate reporting of ‘attribute importance vis-à-vis performance
grids’ for key brands in the category
14. Sampling
Authorized DealerMulti Brand Dealer Exclusive Dealer Franchisee
Brand Pull Experience
Brand Relationship
Experience
Quota of total 40-200 dealers per brand depending on category (.. x .. type of dealers)
Brand Marketability
Experience
Brand Selling Experience
Brand Sales Support
Experience
Brand Pull Experience
Brand Relationship
Experience
Brand Marketability
Experience
Brand Selling Experience
Brand Sales Support
Experience
Brand Pull Experience
Brand Relationship
Experience
Brand Marketability
Experience
Brand Selling Experience
Brand Sales Support
Experience
Brand Pull Experience
Brand Relationship
Experience
Brand Marketability
Experience
Brand Selling Experience
Brand Sales Support
Experience
15. Key Analysis & Reporting
• Brand dealing experience and diagnostic at each of the 5 stages of dealer-
brand interaction (+ reasons of satisfaction/dissatisfaction at each level)
• Brand level satisfaction scores at each of the 5 stages of brand experience
- individual F,I,R,S,E index scores
• Overall satisfaction with the brand (composite FIRSE index for the brand)
• Brand performance on individual parameters/attributes vis-a-via the
importance of these parameters/attributes (F, I, R, S, E grids)