I cut and pasted this from Bill Zucker on the Yahoo forum. I hope this is an acceptable practice.
Thought you all would find it interesting. Remember when you read this that it is from the dealer's perspective.
Surprising to me is how far down Newmar is in qualified field staff. Almost makes you think they want customers at the factory.
Posted by: "Bill Zucker" firstname.lastname@example.org
Thu Jan 18, 2007 6:53 pm (PST)
I'm collecting information for a book on Class A motorhomes, and was given a copy of the 2005 Recreational Vehicles Dealer Association (RVDA) Dealer Satisfaction Index (DSI), assembled from over 1800 replies by over 500 dealers.
Out of the 24 categories, I've selected the ones that would mean the most to an owner, not because they show anyone in a good or bad light. Scores are for three representative brands: Fleetwood (F), Newmar (N), and Tiffin (T). Alfa didn't participate in the survey at all, by the way.
DNQ means did not qualify in the top two-thirds of the 34 brands. Percentages rounded off to the nearest whole number.
Competitive Product Design: F=DNQ, N=82, T=96, Avg=77
Competitive Product Quality: F=DNQ, N=89, T=94, Avg=75
High Quality Field Staff: F=DNQ, N=76, T=95, Avg=68
Product Support Promotes Customer Satisfaction/Loyalty: F=69, N=83, T=97, Avg=68
Quality Service Technician Training: F=68, N=82, T=83, Avg=55
Reasonable/Timely Warranty Policies/Payments: F=72, N=85, T=97, Avg=68
Retail Labor Rate on Warranty Repairs: F=80, N=91, T=95, Avg=79
Make what you will of the numbers. Newmar made it into the Quality Circle Awards. Tiffin took first place in 17 of 24 categories, and has won the top place seven out of ten years.
As for me, we currently own a Fleetwood. But there's always tomorrow.
Bill & Debbie in San Diego
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