Good news from our retailers: their overall satisfaction and how they would recommend us is still growing. In December we have carried out a Retailer Survey done by Majors Consultants. The main goal was to repeat the 2012 survey to be able to compare and outline our progress.
In 2015, Dorel Juvenile is still seen as market leader by our European retailers by performing better compared to our competition. We have been able to successfully improve our services. Retailer expectations remain on our ability to support our customers ‘business’ needs (e.g. sales tools, promotions) and our ability to stand out in the market in terms of brand awareness and product innovation.
Positive trends compared to the previous survey were the overall satisfaction and recommendation levels. We were able to improve all our services, particularly after sales service and order management. Our services have a positive image: especially the quality of the final product and the quality of services provided. Dorel Juvenile has been recognized for the quality of the relationship and the availability of car seats.
Expectations of new services
Different from the 2012 survey we asked retailers to grade their level of interest on 6 new services. The most interest was shown in tools related to educate their staff. The interest in the product check-up or repair services for second life has increased compared to the previous survey.
Our next Retailer satisfaction survey will be in 2017 with the same methodology to ensure consistency over time. In the meantime, a complete report per country will be analyzed to implement specifics action plans in 2016 and 2017. Dorel Juvenile’s goal is to keep on improving and strengthen the relationship with our European retailers.