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Improvements to vehicle supply and up-front support are being offset by EV technical support and residual value protections, according to the BVRLA’s latest OEM Relationship Survey.
The latest Survey provides members with an opportunity to assess and benchmark the services and support provided by vehicle manufacturers.
Now in its third year, the 2026 research gathered feedback from 28 leasing company members, assessing 26 OEMs across a range of areas covering vehicle supply, support services and ongoing customer experience. The findings show that overall Net Promoter Score (NPS) performance fell slightly, from 3.7 to 2.4, suggesting that while some improvements have been made, differences remain between the highest and lowest-performing manufacturers.
The survey highlights improvements in front-end support, with ordering, delivery processes and financial support all scoring more positively than in 2024. However, EV technical support, actions to support residual values, marketing support and the availability and pricing of connected vehicle services were identified as key areas for improvement.
The results also point to growing momentum behind newer market entrants, with BYD, Jaecoo and Omoda highlighted as the most notable "up-and-coming" brands within the sector.
Members are encouraged to review the report and use the findings to inform discussions with OEM partners. Manufacturers wishing to access their individual benchmarking report can contact Phil Garthside, Head of Research and Insight, at [email protected].
The full report is available via the BVRLA website.
