National Automobile Dealers Association 2009 Bi-Annual Survey of Dealership Satisfaction with Dealer System Providers’ Products and Services (Market Research Study, October,2009)

1. National Automobile Dealers Association
2009 Bi-Annual Survey of
Dealership Satisfaction with
Dealer System Providers’ Products and Services
Market Research Study
October 2009

2. National Automobile Dealers Association
I. Overall Dealership Satisfaction
II. System Functionality
III. DSP Customer Service Satisfaction
IV. Third Party Vendors
V. Vendor Training and Education
2
Copyright © 2009, NADA All Rights Reserved.

3. Introduction and Study Methodology
• 984 telephone surveys were completed by Friedman-Swift Associates from May 2009 to June
2009.
• Dealerships included in this study have used their current DSP vendor for at least one year.
• Dealership personnel interviewed have personally used their current DSP vendor for at least 6
months.
• Infiniti and Saturn dealerships were excluded from the study since these dealers do not choose
their DSP.
• DSP vendors active in the U.S. market that were below the survey threshold for number of
customers included: AFS Information Systems, DPC Systems, Dubuque Data Services, Jarvis
Computer Software, Karmak, Lightyear Dealer Technologies (DealerBuilt), MPK Automotive,
NeoSynergy, PBS Financial, Procede Software, Quorum, Rapid Systems, Systems 2000, Inc.
• Maximum margin of error:
- Total sample is plus or minus 3%
- Per dealership management group is plus or minus 6%
- Per individual vendor is plus or minus 7%
• The following dealership positions were interviewed and grouped accordingly:
- Dealers/General Managers (GM)
- General Sales Managers/New Car Sales Managers
- Office Managers (OM)/Controllers
- Parts Managers
- Service Managers
3
Copyright © 2009, NADA All Rights Reserved.

4. I. Overall Dealership
Satisfaction

5. Overall Dealership Satisfaction
Definitely
would
recommend
Definitely
would
repurchase
Satisfied
customers
5
Copyright © 2009, NADA All Rights Reserved.

6. Overall Dealership Satisfaction
All Dealership Positions surveyed
How satisfied are you overall with the products and
services received from (your DSP vendor)?
100%
78% 79%
80% Very & S omewhat
72% S atisfied
Neither
60%
Very & S omewhat
40% Dissatisfied
19%
20% 13% 14%
8% 7% 8%
0%
2005 2007 2009
2009 Weighted Base = 984 6
2009 Actual Base = 984 Copyright © 2009, NADA All Rights Reserved.
Q.12

7. Overall Dealership Satisfaction
All Dealership Positions surveyed
How satisfied are you overall with the products and services
received from (your DSP vendor)?
Greater than mean Equivalent to mean Less than mean
Stripes = 2007 Data Solids = 2009 Data
2009 Mean = 72%
2007 Mean = 79%
GOAL = 90% Satisfaction 2005 Mean = 78%
100%
93%
79% 80% 79% 81%
80% 77%
75% 76%
72% 2009 Mean
60%
51%
40%
20%
0%
OM/Controller Service Mgr. Parts Mgr. Sales Mgr. Dealer/GM
2009 Weighted Base = 984 Percentages represent very satisfied and somewhat satisfied ratings 7
2009 Actual Base = 984 Copyright © 2009, NADA All Rights Reserved.
Q.12

8. Overall Dealership Satisfaction
All Dealership Positions surveyed
How satisfied are you overall with the products and services
received from (your DSP vendor)?
Greater than mean Equivalent to mean Less than mean
Stripes = 2007 Data Solids = 2009 Data
2009 Mean = 72%
2007 Mean = 79%
GOAL = 90% Satisfaction 2005 Mean = 78%
100%
90%
86% 86%
84% 82%
79% 80% 78% 79% 78%
80% 74% 73% 71% 70%
2009 Mean
60%
.
40%
20%
0%
Auto/Mate AutoSoft Arkona ACS ADAM R&R ADP
Percentages represent very satisfied and somewhat satisfied ratings
8
2009 Weighted Base = 984 Copyright © 2009, NADA All Rights Reserved.
2009 Actual Base = 984 Q.12

9. Likelihood of Switching
Overall Dealership Satisfaction
Off. Mgr./Controller, Sales Mgr., Service Mgr., Parts Mgr. surveyed
If you could choose which DSP vendor your dealership used, would
you switch from (your DSP vendor) to another vendor?
80% 73%
70%
67%
60%
Yes
No
40% Do not know
18% 17%
20% 16% 14% 16%
9%
0%
2005 2007 2009
19% of 2009 Dealer/GMs surveyed plan on switching vendors when their contract is up,
while 21% are undecided
2009 Weighted Base = 774 9
2009 Actual Base = 787 Copyright © 2009, NADA All Rights Reserved.
Q.2

10. Likelihood of Switching
Overall Dealership Satisfaction
Dealer/GM surveyed
When your contract is up, do you plan to switch from (your DSP vendor)?
80%
60% 60%
58%
60% Yes
No
Do not know
40%
25%
22% 21%
19%
20% 16%
13%
0%
2005 2007 2009
10
2009 Weighted Base = 210 Copyright © 2009, NADA All Rights Reserved.
2009 Actual Base = 197 Q.1

11. Likelihood of Recommending
Overall Dealership Satisfaction
All Dealership Positions surveyed
Would you be very likely, somewhat likely or not at all likely to
recommend (your DSP vendor) to another dealership?
100% GOAL = 90% Satisfaction Very
Likely
80%
Somewhat
64% Likely
60% 55% 53%
Not at all
Likely
40% 35%
30%
Do not
21% know
20% 11% 14% 11%
3% 2% 1%
0%
2005 2007 2009
11
2009 Weighted Base = 984 Copyright © 2009, NADA All Rights Reserved.
2009 Actual Base = 984 Q.13

12. Likelihood of Recommending
Overall Dealership Satisfaction
All Dealership Positions surveyed
Would you be very likely, somewhat likely or not at all likely to
recommend (your DSP vendor) to another dealership?
Greater than mean Equivalent to mean Less than mean
Stripes = 2007 Data Solids = 2009 Data
2009 Mean = 53%
GOAL = 90% Satisfaction 2007 Mean = 55%
100% 2005 Mean = 64%
80% 75%
67%
62%
60% 58%
60% 50% 50% 53%
2009 Mean
42%
40% 35%
20%
0%
Parts Mgr. Service Mgr. OM/Controller Sales Mgr. Dealer/GM
Percentages represent very likely responses
12
2009 Weighted Base = 984 Copyright © 2009, NADA All Rights Reserved.
2009 Actual Base = 984 Q.13

13. Likelihood of Recommending
Overall Dealership Satisfaction
All Dealership Positions surveyed
Would you be very likely, somewhat likely or not at all likely to
recommend (your DSP vendor) to another dealership?
Greater than mean Equivalent to mean Less than mean
Stripes = 2007 Data Solids = 2009 Data
2009 Mean = 53%
2007 Mean = 55%
100%
GOAL = 90% Satisfaction 2005 Mean = 64%
80% 74% 74%
71%
65% 66%
59% 61% 60%
60% 56%
53% 52% 51% 50%
48% 2009 Mean
40%
20%
0%
AutoSoft Auto/Mate Arkona ACS R&R ADAM ADP
Percentages represent very likely responses
13
2009 Weighted Base = 984 Copyright © 2009, NADA All Rights Reserved.
2009 Actual Base = 984 Q.13

14. Overall Dealership Satisfaction
All Dealership Positions surveyed
2009 Key Drivers of Dealership Satisfaction
Correlation (r value) to overall dealership satisfaction
System Functionality .71
Flexibility of system software to adapt to your business needs
Ability to customize the software
Customer Service .70
Satisfaction with overall customer service
Speed of getting changes and modifications made
Third Party Vendors .59
Satisfaction with the ability of the system to allow third party
vendors to share information
Training .50
Effectiveness of technical training
14
Copyright © 2009, NADA All Rights Reserved.

15. II. System Functionality
1st

16. System Functionality
All Dealership Positions surveyed
How satisfied are you with (your DSP vendor) in the flexibility
of the software to adapt to your business needs?
100%
80%
72% Very & Somewhat
67% Satisfied
65%
60% Neither
40% Very & Somewhat
Dissatisfied
20%
20% 15% 15%
12% 12%
10%
0%
2005 2007 2009
2009 Weighted Base = 984 16
2009 Actual Base = 984 Copyright © 2009, NADA All Rights Reserved.
Q.6c

17. System Functionality
All Dealership Positions surveyed
How satisfied are you with (your DSP vendor) in the flexibility
of the software to adapt to your business needs?
Greater than mean Equivalent to mean Less than mean
Stripes = 2007 Data Solids = 2009 Data
100% 2009 Mean = 65%
2007 Mean = 72%
83% 2005 Mean = 67%
80% 75% 74% 75%
69% 69% 70%
62%
2009 Mean
60%
60%
50%
40%
20%
0%
Parts Mgr. OM/Controller Service Mgr. Sales Mgr. Dealer/GM
Percentages represent very satisfied and somewhat satisfied ratings
17
2009 Weighted Base = 984 Copyright © 2009, NADA All Rights Reserved.
2009 Actual Base = 984 Q.6c

18. System Functionality
All Dealership Positions surveyed
How satisfied are you with (your DSP vendor) in the flexibility
of the software to adapt to your business needs?
Greater than mean Equivalent to mean Less than mean
Stripes = 2007 Data Solids = 2009 Data
100%
2009 Mean = 65%
85% 87% 2007 Mean = 72%
2005 Mean = 67%
78% 78% 77%
80%
74% 72% 70% 74%
67% 64% 67%
63% 62%
2009 Mean
60%
40%
20%
0%
Auto/Mate AutoSoft Arkona ACS ADAM R&R ADP
Percentages represent very satisfied and somewhat satisfied ratings
18
2009 Weighted Base = 984 Copyright © 2009, NADA All Rights Reserved.
2009 Actual Base = 984 Q.6c

19. System Functionality
All Dealership Positions surveyed
How satisfied are you with the ability of (your DSP vendor)
to customize the software to meet your needs?
100%
80% Very & Somewhat
Satisfied
69%
59% Neither
60% 56%
Very & Somewhat
40%
Dissatisfied
20%
20% 16% 16% 16%
14%
11%
0%
2005 2007 2009
2009 Weighted Base = 984 19
2009 Actual Base = 984 Copyright © 2009, NADA All Rights Reserved.
Q.6d

20. System Functionality
All Dealership Positions surveyed
How satisfied are you with the ability of (your DSP vendor)
to customize the software to meet your needs?
Greater than mean Equivalent to mean Less than mean
Stripes = 2007 Data Solids = 2009 Data
100% 2009 Mean = 56%
2007 Mean = 69%
2005 Mean = 59%
78% 79%
80%
71%
66% 66%
61% 60% 58% 57%
60%
2009 Mean
38%
40%
20%
0%
Parts Mgr. Service Mgr. Sales Mgr. OM/Controller Dealer/GM
Percentages represent very satisfied and somewhat satisfied ratings
20
2009 Weighted Base = 984 Copyright © 2009, NADA All Rights Reserved.
2009 Actual Base = 984 Q.6d

21. System Functionality
All Dealership Positions surveyed
How satisfied are you with the ability of (your DSP vendor)
to customize the software to meet your needs?
Greater than mean Equivalent to mean Less than mean
Stripes = 2007 Data Solids = 2009 Data
100%
2009 Mean = 56%
2007 Mean = 69%
82% 81% 2005 Mean = 59%
78%
80%
70%
69% 68%
66% 64% 65%
63% 62%
58% 58%
60% 51% 2009 Mean
40%
20%
0%
ACS AutoSoft Auto/Mate Arkona ADAM R&R ADP
Percentages represent very satisfied and somewhat satisfied ratings
21
2009 Weighted Base = 984 Copyright © 2009, NADA All Rights Reserved.
2009 Actual Base = 984 Q.6d

22. System Functionality
All Dealership Positions surveyed
How satisfied are you with the ability of
(your DSP vendor’s) system to store data?
100%
83% 84%
80% Very & Somewhat
Satisfied
60% Neither
Very & Somewhat
40%
Dissatisfied
20%
10% 9%
4% 5%
0%
2007 2009
2009 Weighted Base = 984 22
2009 Actual Base = 984 Copyright © 2009, NADA All Rights Reserved.
Q.6f

23. System Functionality
All Dealership Positions surveyed
How satisfied are you with the ability of
(your DSP vendor’s) system to store data?
Greater than mean Equivalent to mean Less than mean
Stripes = 2007 Data Solids = 2009 Data 2009 Mean = 84%
2007 Mean = 83%
100%
90%
89% 88%
86% 83% 83%
83%
2009 Mean
80% 79% 78%
80%
60%
40%
20%
0%
Service Mgr. Parts Mgr. OM/Controller Sales Mgr. Dealer/GM
Percentages represent very satisfied and somewhat satisfied ratings
23
2009 Weighted Base = 984 Copyright © 2009, NADA All Rights Reserved.
2009 Actual Base = 984 Q.6f

24. System Functionality
All Dealership Positions surveyed
How satisfied are you with the ability of
(your DSP vendor’s) system to store data?
Greater than mean Equivalent to mean Less than mean
Stripes = 2007 Data Solids = 2009 Data
2009 Mean = 84%
100% 96% 2007 Mean = 83%
93%
90% 91%
88%
85% 88% 87%
82% 85% 83% 81% 81%
2009 Mean
78%
80%
60%
40%
20%
0%
Auto/Mate Arkona AutoSoft ACS R&R ADP ADAM
Percentages represent very satisfied and somewhat satisfied ratings
24
2009 Weighted Base = 984 Copyright © 2009, NADA All Rights Reserved.
2009 Actual Base = 984 Q.6f

25. System Functionality
All Dealership Positions surveyed
How satisfied are you with the speed of
(your DSP vendor’s) system?
100%
79% 77%
80% 75%
Very & Somewhat
Satisfied
60%
Neither
40%
Very & Somewhat
Dissatisfied
20% 16% 17%
13%
8% 7%
5%
0%
2005 2007 2009
25
2009 Weighted Base = 984 Copyright © 2009, NADA All Rights Reserved.
2009 Actual Base = 984 Q.6e

26. System Functionality
All Dealership Positions surveyed
How satisfied are you with the speed of
(your DSP vendor’s) system?
Greater than mean Equivalent to mean Less than mean
Stripes = 2007 Data Solids = 2009 Data
2009 Mean = 77%
100% 2007 Mean = 79%
91% 2005 Mean = 75%
83%
76% 81% 79% 79% 78% 77%
80%
2009 Mean
72% 70%
60%
40%
20%
0%
Parts Mgr. Service Mgr. OM/Controller Sales Mgr. Dealer/GM
Percentages represent very satisfied and somewhat satisfied ratings
26
2009 Weighted Base = 984 Copyright © 2009, NADA All Rights Reserved.
2009 Actual Base = 984 Q.6e

27. System Functionality
All Dealership Positions surveyed
How satisfied are you with the speed of
(your DSP vendor’s) system?
Greater than mean Equivalent to mean Less than mean
Stripes = 2007 Data Solids = 2009 Data
100% 2009 Mean = 77%
94%
88% 88% 2007 Mean = 79%
88%
83% 2005 Mean = 75%
83% 83% 81% 82%
75% 77% 78% 75%
80% 2009 Mean
68%
60%
40%
20%
0%
Auto/Mate ACS AutoSoft R&R Arkona ADAM ADP
Percentages represent very satisfied and somewhat satisfied ratings
27
2009 Weighted Base = 984 Copyright © 2009, NADA All Rights Reserved.
2009 Actual Base = 984 Q.6e

28. System Functionality
All Dealership Positions surveyed
How satisfied are you with the amount of time
(your DSP vendor’s) system can store data?
100%
79%
80% Very & Somewhat
73% Satisfied
60% Neither
Very & Somewhat
40%
Dissatisfied
20%
11% 14%
5% 4%
0%
2007 2009
2009 Weighted Base = 984 28
2009 Actual Base = 984 Copyright © 2009, NADA All Rights Reserved.
Q.6g

29. System Functionality
All Dealership Positions surveyed
How satisfied are you with the amount of time
(your DSP vendor’s) system can store data?
Greater than mean Equivalent to mean Less than mean
Stripes = 2007 Data Solids = 2009 Data
100% 2009 Mean = 73%
2007 Mean = 79%
87%
83%
80% 79%
80% 75% 75% 74%
74% 70%
2009 Mean
67%
60%
40%
20%
0%
Service Mgr. OM/Controller Parts Mgr. Dealer/GM Sales Mgr.
Percentages represent very satisfied and somewhat satisfied ratings
29
2009 Weighted Base = 984 Copyright © 2009, NADA All Rights Reserved.
2009 Actual Base = 984 Q.6g

30. System Functionality
All Dealership Positions surveyed
How satisfied are you with the amount of time
(your DSP vendor’s) system can store data?
Greater than mean Equivalent to mean Less than mean
Stripes = 2007 Data Solids = 2009 Data
100% 94%
91% 2009 Mean = 73%
87% 2007 Mean = 79%
84% 83% 82% 82%
79% 80% 81%
80% 75% 76%
72% 71% 2009 Mean
60%
40%
20%
0%
Auto/Mate Arkona ACS AutoSoft ADAM ADP R&R
Percentages represent very satisfied and somewhat satisfied ratings
30
2009 Weighted Base = 984 Copyright © 2009, NADA All Rights Reserved.
2009 Actual Base = 984 Q.6g

31. System Functionality
All Dealership Positions surveyed
How satisfied are you with (your DSP vendor) in the ability to integrate with
Internet-based DCS (Dealer Communication Systems) applications
(email and the Web)?
100%
Very & Somewhat
80% Satisfied
72%
63%
60% Neither
60%
Very & Somewhat
40% Dissatisfied
20% 14% 14% 15%
11% 10%
9%
0%
2005 2007 2009
2009 Weighted Base = 984 31
2009 Actual Base = 984 Copyright © 2009, NADA All Rights Reserved.
Q.6b

32. System Functionality
All Dealership Positions surveyed
How satisfied are you with (your DSP vendor) in the ability to integrate with Internet-based
DCS (Dealer Communication Systems) applications (email and the Web)?
Greater than mean Equivalent to mean Less than mean
Stripes = 2007 Data Solids = 2009 Data
100%
2009 Mean = 63%
2007 Mean = 72%
82% 2005 Mean = 60%
80% 74% 73% 74%
68% 67%
65% 66%
57% 2009 Mean
60%
53%
40%
20%
0%
Parts Mgr. Service Mgr. OM/Controller Sales Mgr. Dealer/GM
Percentages represent very satisfied and somewhat satisfied ratings
32
2009 Weighted Base = 984 Copyright © 2009, NADA All Rights Reserved.
2009 Actual Base = 984 Q.6b

33. System Functionality
All Dealership Positions surveyed
How satisfied are you with (your DSP vendor) in the ability to integrate with Internet-based
DCS (Dealer Communication Systems) applications (email and the Web)?
Greater than mean Equivalent to mean Less than mean
Stripes = 2007 Data Solids = 2009 Data
100% 2009 Mean = 63%
2007 Mean = 72%
83% 2005 Mean = 60%
80% 75% 73% 73%
70% 70% 71%
63% 63% 66%
62% 62%
58% 2009 Mean
60% 56%
40%
20%
0%
Auto/Mate AutoSoft ADP ADAM R&R Arkona ACS
Percentages represent very satisfied and somewhat satisfied ratings
33
2009 Weighted Base = 984 Copyright © 2009, NADA All Rights Reserved.
2009 Actual Base = 984 Q.6b

34. System Functionality
All Dealership Positions surveyed
How satisfied are you with (your DSP vendor) in the ability to access data through
common software applications such as Microsoft Word or Excel?
100%
80% Very & Somewhat
Satisfied
65%
60% 57% Neither
52%
40% Very & Somewhat
Dissatisfied
20% 14% 14% 14%
16%
13%
10%
0%
2005 2007 2009
2009 Weighted Base = 984 34
2009 Actual Base = 984 Copyright © 2009, NADA All Rights Reserved.
Q.6a

35. System Functionality
All Dealership Positions surveyed
How satisfied are you with (your DSP vendor) in the ability to access data through
common software applications such as Microsoft Word or Excel?
Greater than mean Equivalent to mean Less than mean
Stripes = 2007 Data Solids = 2009 Data
100%
2009 Mean = 57%
2007 Mean = 65%
80% 2005 Mean = 52%
80%
71%
67% 62%
62% 62%
58% 54%
60%
2009 Mean
51% 50%
40%
20%
0%
OM/Controller Parts Mgr. Service Mgr. Sales Mgr. Dealer/GM
Percentages represent very satisfied and somewhat satisfied ratings
35
2009 Weighted Base = 984 Copyright © 2009, NADA All Rights Reserved.
2009 Actual Base = 984 Q.6a

36. System Functionality
All Dealership Positions surveyed
How satisfied are you with (your DSP vendor) in the ability to access data through
common software applications such as Microsoft Word or Excel?
Greater than mean Equivalent to mean Less than mean
Stripes = 2007 Data Solids = 2009 Data
100%
2009 Mean = 57%
2007 Mean = 65%
2005 Mean = 52%
80% 75% 75%
68% 70% 67%
68%
64% 64% 64%
57% 56%
60% 2009 Mean
53% 52%
50%
40%
20%
0%
ACS Auto/Mate AutoSoft ADP R&R ADAM Arkona
Percentages represent very satisfied and somewhat satisfied ratings 36
2009 Weighted Base = 984 Copyright © 2009, NADA All Rights Reserved.
2009 Actual Base = 984 Q.6a

37. III. DSP Customer Service
Satisfaction 2nd

38. DSP Customer Service Satisfaction
All Dealership Positions surveyed
Overall, how satisfied are you with (your DSP vendor’s)
customer service department?
100%
Very & Somewhat
79% Satisfied
80% 76% 75%
Neither
60%
Very & Somewhat
40% Dissatisfied
20% 13% 13% 13% 10%
8% 6%
0%
2005 2007 2009
38
2009 Weighted Base = 984 Copyright © 2009, NADA All Rights Reserved.
2009 Actual Base = 984 Q.5f

39. DSP Customer Service Satisfaction
All Dealership Positions surveyed
Overall, how satisfied are you with (your DSP vendor’s)
customer service department?
Greater than mean Equivalent to mean Less than mean
Stripes = 2007 Data Solids = 2009 Data
100% 93%
2009 Mean = 75%
2007 Mean = 79%
87% 2005 Mean = 76%
84% 83%
79% 79% 74%
80%
2009 Mean
70% 71%
60%
60%
40%
20%
0%
Parts Mgr. Service Mgr. OM/Controller Sales Mgr. Dealer/GM
Percentages represent very satisfied and somewhat satisfied ratings
39
2009 Weighted Base = 984 Copyright © 2009, NADA All Rights Reserved.
2009 Actual Base = 984 Q.5f

40. DSP Customer Service Satisfaction
All Dealership Positions surveyed
Overall, how satisfied are you with (your DSP vendor’s)
customer service department?
Greater than mean Equivalent to mean Less than mean
Stripes = 2007 Data Solids = 2009 Data
100% 2009 Mean = 75%
90% 2007 Mean = 79%
88% 87%
85% 84% 2005 Mean = 76%
81% 82%
78% 77% 78%
80% 74% 76%70%
71% 2009 Mean
60%
40%
20%
0%
Auto/Mate AutoSoft ADAM R&R ACS Arkona ADP
Percentages represent very satisfied and somewhat satisfied ratings 40
2009 Weighted Base = 984 Copyright © 2009, NADA All Rights Reserved.
2009 Actual Base = 984 Q.5f

41. DSP Customer Service Satisfaction
All Dealership Positions surveyed
How satisfied are you with (your DSP vendor’s) customer service
department in regard to the speed of getting changes and
modifications made?
100%
80% Very & Somewhat
70% Satisfied
62% 62%
60% Neither
40%
Very & Somewhat
Dissatisfied
18% 18%
20% 14% 15% 13%
11%
0%
2005 2007 2009
41
2009 Weighted Base = 984 Copyright © 2009, NADA All Rights Reserved.
2009 Actual Base = 984 Q.5d

42. DSP Customer Service Satisfaction
All Dealership Positions surveyed
How satisfied are you with (your DSP vendor’s) customer service department
in regard to the speed of getting changes and modifications made?
Greater than mean Equivalent to mean Less than mean
Stripes = 2007 Data Solids = 2009 Data
100% 2009 Mean = 62%
2007 Mean = 70%
2005 Mean = 62%
80% 77%
73% 75%
71%
69%
67% 67%
59%
2009 Mean
60% 57%
52%
40%
20%
0%
OM/Controller Parts Mgr. Service Mgr. Sales Mgr. Dealer/GM
Percentages represent very satisfied and somewhat satisfied ratings
42
2009 Weighted Base = 984 Copyright © 2009, NADA All Rights Reserved.
2009 Actual Base = 984 Q.5d

43. DSP Customer Service Satisfaction
All Dealership Positions surveyed
How satisfied are you with (your DSP vendor’s) customer service department
in regard to the speed of getting changes and modifications made?
Greater than mean Equivalent to mean Less than mean
Stripes = 2007 Data Solids = 2009 Data
2009 Mean = 62%
100% 2007 Mean = 70%
2005 Mean = 62%
82% 81%
79%
80% 75%
72% 75% 72%
66% 65% 67%
62% 58% 62% 2009 Mean
60% 56%
40%
20%
0%
AutoSoft Auto/Mate ADAM R&R ACS Arkona ADP
Percentages represent very satisfied and somewhat satisfied ratings 43
2009 Weighted Base = 984 Copyright © 2009, NADA All Rights Reserved.
2009 Actual Base = 984 Q.5d

44. DSP Customer Service Satisfaction
All Dealership Positions surveyed
How satisfied are you with (your DSP vendor’s) customer service
department in regard to the maintenance of your daily business with
minimal interruptions?
100%
84% Very & Somewhat
80% 81%
Satisfied
80%
Neither
60%
Very & Somewhat
40% Dissatisfied
20% 12% 11% 11%
5% 5%
3%
0%
2005 2007 2009
44
2009 Weighted Base = 984 Copyright © 2009, NADA All Rights Reserved.
2009 Actual Base = 984 Q.5a

45. DSP Customer Service Satisfaction
All Dealership Positions surveyed
How satisfied are you with (your DSP vendor’s) customer service department in
regard to the maintenance of your daily business with minimal interruptions?
Greater than mean Equivalent to mean Less than mean
Stripes = 2007 Data Solids = 2009 Data 2009 Mean = 81%
2007 Mean = 84%
100% 94% 2005 Mean = 80%
87% 87% 85%
82% 82% 82% 81%
2009 Mean
80% 76% 75%
60%
40%
20%
0%
Parts Mgr. OM/Controller Service Mgr. Sales Mgr. Dealer/GM
Percentages represent very satisfied and somewhat satisfied ratings
45
2009 Weighted Base = 984 Copyright © 2009, NADA All Rights Reserved.
2009 Actual Base = 984 Q.5a

46. DSP Customer Service Satisfaction
All Dealership Positions surveyed
How satisfied are you with (your DSP vendor’s) customer service department in
regard to the maintenance of your daily business with minimal interruptions?
Greater than mean Equivalent to mean Less than mean
2009 Mean = 81%
Stripes = 2007 Data Solids = 2009 Data 2007 Mean = 84%
100% 2005 Mean = 80%
90% 90%
89% 88%
84% 85% 85% 84%
82% 81% 81% 78% 78%
80% 2009 Mean
76%
60%
40%
20%
0%
AutoSoft Auto/Mate ACS R&R Arkona ADP ADAM
Percentages represent very satisfied and somewhat satisfied ratings 46
2009 Weighted Base = 984 Copyright © 2009, NADA All Rights Reserved.
2009 Actual Base = 984 Q.5a

47. DSP Customer Service Satisfaction
All Dealership Positions surveyed
How satisfied are you with (your DSP vendor’s) customer service department in
regard to the availability of customer service representatives?
100%
81% Very & Somewhat
80% 75% Satisfied
72%
Neither
60%
40% Very & Somewhat
Dissatisfied
20% 14% 13%
10% 9% 7% 9%
0%
2005 2007 2009
47
2009 Weighted Base = 984 Copyright © 2009, NADA All Rights Reserved.
2009 Actual Base = 984 Q.5c

48. DSP Customer Service Satisfaction
All Dealership Positions surveyed
How satisfied are you with (your DSP vendor’s) customer service department in
regard to the availability of customer service representatives?
Greater than mean Equivalent to mean Less than mean
2009 Mean = 75%
Stripes = 2007 Data Solids = 2009 Data 2007 Mean = 81%
2005 Mean = 72%
100%
90%
86%
84% 82%
79% 81% 77% 77%
80% 72%
2009 Mean
57%
60%
40%
20%
0%
Service Mgr. Parts Mgr. OM/Controller Sales Mgr. Dealer/GM
Percentages represent very satisfied and somewhat satisfied ratings
48
2009 Weighted Base = 984 Copyright © 2009, NADA All Rights Reserved.
2009 Actual Base = 984 Q.5c

49. DSP Customer Service Satisfaction
All Dealership Positions surveyed
How satisfied are you with (your DSP vendor’s) customer service department in
regard to the availability of customer service representatives?
Greater than mean Equivalent to mean Less than mean 2009 Mean = 75%
Stripes = 2007 Data Solids = 2009 Data 2007 Mean = 81%
100% 2005 Mean = 72%
90%
87% 86%
84% 85%
81% 81% 82%
76% 80%
80% 73% 72% 74% 71%
2009 Mean
60%
40%
20%
0%
Auto/Mate ADAM ACS AutoSoft R&R Arkona ADP
Percentages represent very satisfied and somewhat satisfied ratings
49
2009 Weighted Base = 984 Copyright © 2009, NADA All Rights Reserved.
2009 Actual Base = 984 Q.5c

50. DSP Customer Service Satisfaction
All Dealership Positions surveyed
How satisfied are you with (your DSP vendor’s) customer service
department in regard to your problems and concerns being fixed
correctly the first time you call?
100%
79% Very & Somewhat
80% 73% 74% Satisfied
Neither
60%
Very & Somewhat
40% Dissatisfied
20% 14%
12% 11%
11%
9% 7%
0%
2005 2007 2009
50
2009 Weighted Base = 984 Copyright © 2009, NADA All Rights Reserved.
2009 Actual Base = 984 Q.5e

51. DSP Customer Service Satisfaction
All Dealership Positions surveyed
How satisfied are you with (your DSP vendor’s) customer service department in
regard to your problems and concerns being fixed correctly the first time you call?
Greater than mean Equivalent to mean Less than mean
Stripes = 2007 Data Solids = 2009 Data
2009 Mean = 74%
100% 2007 Mean = 79%
92% 2005 Mean = 73%
84% 84% 81%
77%
80% 74% 73% 72%
2009 Mean
70%
64%
60%
40%
20%
0%
Parts Mgr. OM/Controller Service Mgr. Sales Mgr. Dealer/GM
Percentages represent very satisfied and somewhat satisfied ratings
51
2009 Weighted Base = 984 Copyright © 2009, NADA All Rights Reserved.
2009 Actual Base = 984 Q.5e

52. DSP Customer Service Satisfaction
All Dealership Positions surveyed
How satisfied are you with (your DSP vendor’s) customer service department in
regard to your problems and concerns being fixed correctly the first time you call?
Greater than mean Equivalent to mean Less than mean
Stripes = 2007 Data Solids = 2009 Data
2009 Mean = 74%
100% 2007 Mean = 79%
2005 Mean = 73%
87% 86%
82%
78% 80% 80%78% 78% 77%
80%
71%
2009 Mean
70% 70% 69% 68%
60%
40%
20%
0%
AutoSoft Auto/Mate R&R ADAM ACS ADP Arkona
Percentages represent very satisfied and somewhat satisfied ratings
52
2009 Weighted Base = 984 Copyright © 2009, NADA All Rights Reserved.
2009 Actual Base = 984 Q.5e

53. DSP Customer Service Satisfaction
All Dealership Positions surveyed
How satisfied are you with (your DSP vendor’s) customer service
department in regard to the customer service representative’s
prompt follow-up to handle the needs of you and your staff?
100%
79% Very & Somewhat
80% 73% 72% Satisfied
60% Neither
40% Very & Somewhat
Dissatisfied
20% 13% 13% 12%
10% 11%
7%
0%
2005 2007 2009
53
2009 Weighted Base = 984 Copyright © 2009, NADA All Rights Reserved.
2009 Actual Base = 984 Q.5b

54. DSP Customer Service Satisfaction
All Dealership Positions surveyed
How satisfied are you with (your DSP vendor’s) customer service
department in regard to the customer service representative’s
prompt follow-up to handle the needs of you and your staff?
Greater than mean Equivalent to mean Less than mean
Stripes = 2007 Data Solids = 2009 Data 2009 Mean = 72%
2007 Mean = 79%
100% 2005 Mean = 73%
92%
83% 84% 84%
80%
80%
73% 75% 69%
2009 Mean
67%
57%
60%
40%
20%
0%
Service Mgr. Parts Mgr. OM/Controller Sales Mgr. Dealer/GM
Percentages represent very satisfied and somewhat satisfied ratings 54
2009 Weighted Base = 984 Copyright © 2009, NADA All Rights Reserved.
2009 Actual Base = 984 Q.5b

55. DSP Customer Service Satisfaction
All Dealership Positions surveyed
How satisfied are you with (your DSP vendor’s) customer service
department in regard to the customer service representative’s
prompt follow-up to handle the needs of you and your staff?
Greater than mean Equivalent to mean Less than mean
Stripes = 2007 Data Solids = 2009 Data 2009 Mean = 72%
100% 2007 Mean = 79%
2005 Mean = 73%
87%
83% 83% 82% 82%
79% 80% 78%
80% 74% 76% 74% 75%
2009 Mean
68% 67%
60%
40%
20%
0%
AutoSoft Auto/Mate ADAM ACS R&R ADP Arkona
Percentages represent very satisfied and somewhat satisfied ratings 55
2009 Weighted Base = 984 Copyright © 2009, NADA All Rights Reserved.
2009 Actual Base = 984 Q.5b

56. IV. Third Party Vendors
3rd

57. Third Party Vendors
All Dealership Positions surveyed
How satisfied are you with the ability of (your DSP vendor’s)
system to allow third party vendors to share information?
100%
80% Very & Somewhat
Satisfied
60% 57% Neither
47%
Very & Somewhat
40%
Dissatisfied
23%
20% 17% 18%
10%
0%
2007 2009
2009 Weighted Base = 984 57
2009 Actual Base = 984 Copyright © 2009, NADA All Rights Reserved.
Q.11

58. Third Party Vendors
All Dealership Positions surveyed
How satisfied are you with the ability of (your DSP vendor’s)
system to allow third party vendors to share information?
Greater than mean Equivalent to mean Less than mean
Stripes = 2007 Data Solids = 2009 Data
100%
2009 Mean = 57%
2007 Mean = 47%
80%
62%
59% 59%
60% 2009 Mean
48% 49% 53% 52%
46% 47%
42%
40%
20%
0%
OM/Controller Service Mgr. Sales Mgr. Parts Mgr. Dealer/GM
Percentages represent very satisfied and somewhat satisfied ratings
58
2009 Weighted Base = 984 Copyright © 2009, NADA All Rights Reserved.
2009 Actual Base = 984 Q.11

59. Third Party Vendors
All Dealership Positions surveyed
How satisfied are you with the ability of (your DSP vendor’s)
system to allow third party vendors to share information?
Greater than mean Equivalent to mean Less than mean
Stripes = 2007 Data Solids = 2009 Data
100%
2009 Mean = 57%
2007 Mean = 47%
80%
67%
62%
55% 58% 56% 57%
60%
2009 Mean
52% 53%
47% 48%
44%
39% 41% 41%
40%
20%
0%
Auto/Mate Arkona ADP R&R AutoSoft ACS ADAM
Percentages represent very satisfied and somewhat satisfied ratings
59
2009 Weighted Base = 984 Copyright © 2009, NADA All Rights Reserved.
2009 Actual Base = 984 Q.11

60. V. Vendor Training and
Education 4th

61. Vendor Training and Education
All Dealership Positions surveyed
How would you rate the effectiveness of the technical training
provided in helping you use your system?
60% Very
53% Effective
50% 47%
43% Somewhat
Effective
40% 37%
35%
33% Not at all
30% Effective
Do not
20% know
15%
10%
10% 7% 6% 6% 7%
0%
2005 2007 2009
61
2009 Weighted Base = 984 Copyright © 2009, NADA All Rights Reserved.
2009 Actual Base = 984 Q.10

62. Vendor Training and Education
All Dealership Positions surveyed
How would you rate the effectiveness of the technical
training provided in helping you use your system?
Greater than mean Equivalent to mean Less than mean
Stripes = 2007 Data Solids = 2009 Data
100%
2009 Mean = 33%
2007 Mean = 37%
2005 Mean = 35%
80%
60%
44% 47%
39%
40% 36% 36% 36%
35% 34%
2009 Mean
28%
24%
20%
0%
Parts Mgr. Sales Mgr. OM/Controller Service Mgr. Dealer/GM
Percentages represent very effective ratings
62
2009 Weighted Base = 984 Copyright © 2009, NADA All Rights Reserved.
2009 Actual Base = 984 Q.10