Recall Administration and Strategy Consulting

Industry-leading automotive recall responses

Stout’s exclusive 60-point assessment is the automotive industry’s most comprehensive evaluation of recall preparedness, engagement, and execution. Relying on Stout’s preeminent automotive recall expertise and expansive proprietary collection of automotive component defect and recall data, the framework provides unique multi-faceted perspectives on automakers’ historical recall experience, their defect risk profile, exposure to potential costs, opportunities to cost-effectively enhance recall completion percentages, and identifies cost savings opportunities and efficiencies in all aspects of recall administration and compliance.

After completing the assessment, automakers can apply the insights and leverage Stout’s industry expertise to develop industry-leading recall responses. Such a tailored plan can enhance manufacturers’ abilities to identify and prevent defects, minimizes the cost of recalls, creates dealer and customer engagement, and improves safety for its vehicle owners. The Stout framework then provides for periodic review of automakers’ recall programs to ensure a best-in-class strategy is maintained.

Our team of professionals work with clients' vehicle safety experts, general counsel, government / regulatory relations departments, and compliance groups to examine the following areas:

Defect Identification and Testing

Assessments focus on policies and procedures related to identifying and testing safety-related defects in vehicles.

1. Safety Office independence
2. Recall decision-making process
3. Defect information report amendment process
4. Accuracy and completeness controls
5. Safety testing and data analytics
6. Social listening
7. Internal communication
8. Employee training and certification

Regulatory Notification Requirements

Assessments focus on the execution of policies and procedures used to comply with regulatory requirements regarding notification of safety defects, injuries, fatalities, and other communications to the NHTSA, vehicle owners, and dealers.

9. Notification to the NHTSA
10. Notification to vehicle owners
11. Notification to dealers
12. Early Warning Reporting
13. Inconsequential non-compliance
14. Emissions defect reporting
15. Component defect reports
16. International recalls
17. NHTSA investigations
18. Recall VIN Identification
19. Quarterly performance reports
20. Technical service bulletins
21. Internal reporting processes

Recall Completion Strategy Development

Assessments focus on the resources necessary to enable effective recall strategy development and implementation.

22. Cross functional teams
23. Internal collaboration
24. Data strategies
25. Integration of recall strategies
26. Iterative processes

Vehicle Owner Communication

Assessments focus on platforms and channels of communication with vehicle owners using research and data-driven relevance as well as accommodations for vehicle owners to overcome the inconvenience of recall repairs.

27. Message format, language, and channels
28. Clear and concise language
29. Vehicle owner research
30. Call center operations
31. Recall repair accommodations
32. Website review
33. Message consolidation in garage overlap

Dealer and Field Engagement

Assessments focus on recall information supplied to dealers, resources provided to enable successful recall outreach for dealers, programs to measure dealer participation for recall activities, and evaluation of dealer impediments to recall engagement.

34. Comprehensive use of manufacturer recall communications
35. Dealer service capacity
36. Vehicle owner data
37. Recall outreach and research
38. Local stakeholder engagement
39. Recall repair events
40. Recall repair profitability
41. Incentivized recall programs
42. Dealer recall performance comparison
43. Missed appointments and repairs
44. New customer engagement
45. Accuracy of dealer recall claims

Third-Party Engagement

Assessments focus on policies and procedures designed to engage with relevant third-party stakeholders with vested interests in vehicle safety and the ability to assist with data or outreach related to vehicle recalls.

46. Identification
47. Participation in industry events
48. Strategic planning
49. Measurement

Recall Performance

Assessments focus on the evaluation of recall completion against internal and external benchmarks as well as the occurrence of field incidents arising from safety defects.

50. Completion benchmarks
51. Field incidents

Cost

Assessments focus on quantifying all amounts related to the recalls of vehicles for safety defects and opportunities for cost reduction through data-driven strategies and efficient recall administration.

52. Internal, external, and procurement
53. Outreach per remedy
54. Dealer markups
55. Dealer labor times
56. Subsidized dealer outreach
57. Remedy part development and distribution
58. Legal / litigation
59. Cost recovery opportunities
60. Quantification of recall cost-savings opportunities through reduced legal costs, reduced injury claims, improved cost recovery, reduced costs per claim, and reduced costs per remedy

Is your recall strategy achieving Stout Performance?