You Build the Machine. TDG Helps You Own the Experience.
You're accountable for the customer experience — but your dealers deliver it. TDG gives industrial manufacturers and OEMs direct visibility into dealer network performance, so you can protect your brand, coach your dealers, and retain the customers you worked hard to win.
Five CX Problems Every OEM Faces When Selling Through Dealer Networks
The further you are from the customer interaction, the harder it is to know what's really happening — and the more your brand depends on getting it right.
Your brand reputation lives at the dealer level — and you don't control it
You engineer the machine. You stand behind it. But the experience your customer actually has — delivery, service, support — is entirely in your dealer's hands. When it goes wrong, they call your 800 number, not the dealer's. TDG gives you visibility into what's happening at every dealer before it becomes your problem.
Dealer performance varies wildly and you find out too late
Your top dealers are exceptional. Your bottom quartile is quietly damaging your brand. Without systematic feedback data, you're relying on complaints and gut instinct to know the difference. By the time a pattern shows up in your escalations, customers have already formed opinions.
Customer complaints escalate to you even when the dealer caused them
Customers don't separate "dealer problem" from "manufacturer problem." If the service experience was poor, your brand takes the hit. TDG's closed-loop feedback system surfaces dealer-level issues early — so they get resolved at the dealer, not at your executive inbox.
Your customer satisfaction data doesn't tell you what's actually driving it
Annual surveys and complaint logs tell you what happened. They don't tell you which dealers are driving it, which touchpoints are the problem, or what to fix first. TDG's dealer-attributed data gives you the specificity to act — not just react.
You can't coach dealers on what you can't measure
Dealer development conversations without data are just opinions. When you can show a dealer their NPS trend, their service response time scores, and how they compare to network benchmarks, the conversation changes completely. TDG gives you the evidence to make those conversations productive.
The Dealer Touchpoints That Define Your Brand
Your customers don't separate "dealer experience" from "manufacturer experience." Every interaction your dealer has with your customer either builds or erodes trust in your brand. TDG captures feedback at each of these moments — attributed to the specific dealer who delivered it.
The first dealer-managed moment — sets the customer's baseline expectation for the relationship
How your dealer handles warranty work defines whether customers trust your brand's support promise
High-frequency dealer touchpoint where consistent quality builds long-term loyalty
The highest-stakes dealer interaction — how they perform under pressure determines retention
Speed and accuracy at the parts counter reflects directly on dealer competence
When issues reach the OEM level, the root cause is almost always a dealer experience failure
Network-Wide Visibility. Dealer-Level Accountability.
TDG's ExperienceConnect platform gives manufacturers a complete view of dealer network CX performance — from the brand level down to the individual location.
Dealer Network Visibility
Real-time performance data for every dealer in your network — scored, ranked, and trended over time. See your top performers and your problem locations at a glance.
Brand-Level Benchmarking
Understand how your dealer network performs as a whole against industry benchmarks — and which markets or regions are dragging the average down.
Closed-Loop Issue Resolution
Unhappy customers flagged for follow-up before they escalate to your customer service team. Problems resolved at the dealer level, where they belong.
Real-Time Dashboards
Your team and your dealers both see feedback as it arrives. No waiting for quarterly reports. No surprises at the annual dealer meeting.
Dealer Coaching Data
Evidence-based dealer development conversations. Show dealers exactly where they stand, what's driving their score, and what the highest-performing dealers in your network are doing differently.
Market Intelligence
Aggregate insights from across your dealer network reveal competitive pressures, market trends, and shifts in customer expectations — before they show up in your sales numbers.
TDG helps us understand what's happening with our customers at the dealer level — not just at the brand level. That distinction matters enormously when you're trying to improve dealer performance and protect the reputation of your equipment in the field.— Okuma Americas, TDG Client
From Network Blind Spot to Full Visibility
Network Assessment
We map your dealer network, identify key touchpoints, and design a feedback program that captures the right signals at the right moments across every dealer location.
Program Design
Surveys built for your specific equipment category and customer base — not generic templates. Your dealers receive their own dashboards; your team sees the full network view.
Launch & Onboard
We handle setup and onboard your dealer network. Dealers get training on how to read their data and act on it — building a culture of CX accountability across the network.
Ongoing Partnership
Regular business reviews, network-level reporting, and strategic guidance from TDG's team. We help you use the data to strengthen dealer relationships — not just monitor them.
Frequently Asked Questions About CX Programs for Manufacturers and OEMs
How does TDG help manufacturers measure dealer network performance?
TDG designs and manages customer feedback programs that capture the experience customers have at the dealer level, across every touchpoint from initial purchase through ongoing service and support. Results are reported by dealer and location, giving the manufacturer visibility into which dealers are delivering on the brand promise and which ones are creating risk. This data supports dealer development conversations, performance coaching, and network-wide standard-setting.
Can a manufacturer use TDG alongside existing dealer satisfaction programs?
Yes. TDG's programs are designed to complement, not replace, existing OEM dealer satisfaction initiatives. TDG provides more frequent, more granular, and more operationally actionable data than most OEM survey programs, giving both the manufacturer and the dealer a deeper view of what is driving customer experience outcomes and what must change.
What types of manufacturers does The Daniel Group work with?
TDG works with manufacturers and OEMs in agricultural equipment, construction equipment, material handling, power systems, commercial transportation, and related capital equipment sectors. TDG has worked with major OEM brands including AGCO and International Truck, as well as mid-size manufacturers managing regional dealer networks.
How does TDG help manufacturers protect their brand equity through dealer feedback?
Customers do not separate the dealer experience from the manufacturer brand. When a dealer delivers a poor service experience, the manufacturer's reputation takes the hit. TDG's closed-loop system surfaces dealer-level issues early, allowing them to be resolved before they escalate to the manufacturer's customer service team or show up in warranty complaints. Proactive identification and resolution of dealer experience failures protects the brand at the point of customer contact.
What does a TDG manufacturer or OEM engagement typically include?
A TDG manufacturer engagement typically includes a network-level feedback program that captures customer experience data across representative dealers, dealer-attributed performance reporting, benchmarking across the network, executive-level dashboards, dealer coaching support, and strategic reviews with the manufacturer's dealer development or customer experience team. Program scope is customized based on network size, geography, and the manufacturer's specific program goals.
How is TDG different from warranty satisfaction surveys manufacturers already run?
Warranty satisfaction surveys measure product quality and the initial ownership experience. TDG's programs measure the ongoing dealer relationship across service events, parts transactions, and customer touchpoints throughout the ownership lifecycle. TDG captures the experience that drives repeat business, referrals, and brand loyalty, not just the post-purchase product assessment.
Ready to See What's Happening Across Your Dealer Network?
Book a free 30-minute consultation. We'll walk through your current dealer network structure and show you exactly how a TDG program would work for your organization.