As iSeeCars.com highlighted new research dissecting the timeliness of recalls and more, General Motors chief executive officer Mary Barra specifically mentioned two dealers and their recent actions during her prepared remarks at the 2014 Automotive Forum.

Midway through her first public comments since consecutive days of Capitol Hill hearings about how the automaker handled the recall of older models with faulty ignition switches, Barra praised the efforts of two stores in the Northeast that are helping the OEM navigate through all of the negative attention the campaigns have triggered.

“I’m talking about dealers like Cargill Chevrolet in Putnam, Conn., which added 20 additional loaner cars to its fleet and called the owner of every single recalled vehicle in their area — whether Cargill had sold or serviced it, whether it was new or used,” Barra said. “They even delivered a loaner car to one customer who lives more than 50 miles from the dealership.

“Or Doan Chevrolet, near Rochester, N.Y., which has worked to ensure that every single employee — whether they work in sales, service, or support — is fully informed about the recalls,” she continued. “When a customer speaks to the dealership — in person or on the phone — he or she is assured of accurate and up-to-date information.”

“These are just a few examples of the commitment our dealers are showing. So, thanks to all the GM dealers who are living our values and putting the customer first in everything they do,” Barra went on to say. “All of us understand what is at stake here.”

Barra again praised GM’s franchised dealer body during an interview with NADA-TV also taped in conjunction with the forum that was orchestrated by J.D. Power and the National Automobile Dealers Association. She referenced a meeting she conducted with several dealer principals just before traveling to the Big Apple for the event leading up to the New York International Auto Show.

“They are such an asset. Think about it. They understand the communities. They have relationships with customers and others in the local community,” Barra said.

“As they know our products are really dedicated to understanding the technology of our products, and as our products are becoming technically sophisticated, the investment they’re making to make sure they understand the product is just going to better position not only the dealers but the company to succeed in the marketplace,” she went on to say.

The complete exclusive interview Barra had with NADA-TV can be viewed above.

iSeeCars.com Analysis of Recall Timeliness

Lawmakers questioned Barra extensively on two separate occasions as GM continues its own investigation as to why discontinued models were first recalled in February when some documentation shows problems dating back as long as 10 years ago.

In a new study, iSeeCars.com analyzed and compared automakers’ recall rates and recall timeliness over 10 year periods from 1985 to 2014, mainly 1985 to 1994, 1995 to 2004 and 2005 to 2014.

Analysts explained the recall rate measures the number of recalled vehicles for each vehicle sold — thus a low recall rate is more desirable. They noted recall timeliness looks specifically at the percentage of an automaker’s recall campaigns involving vehicles within their first three years; the higher the percentage, the more timely the manufacturer is in detecting problems and issuing the necessary recalls.

Between 1995 and 2004 as well as 2005 and 2014, iSeeCars.com noticed all manufacturers improved their recall rates with the exception of Subaru, Hyundai, Honda and Toyota.

On the other hand, from the time period of 1985 to 1994 and 1995 to 2004, the site determined only three automakers saw their recall rates improve. 

In the most recent 10-year period from 2005 through 2014, analysts found that Mercedes-Benz boasted the best recall rate and Nissan had the best recall timeliness.

Mitsubishi Stands Out; VW, Kia and Nissan Show Fluctuations

The site indicated Mitsubishi has made major strides in improving recall rates and increasing recall timeliness in recent years.

The Asian OEM improved recall rates by 49 percent by going from recalling 177 vehicles for every 100 sold between 1995 and 2004 to recalling 90 vehicles per 100 sold between 2005 and 2014.

Analysts said Mitsubishi also increased the timeliness of recall campaigns by 22 percent.

Between 1995 and 2004, only 62 percent of Mitsubishi’s recall campaigns included vehicles within their first three years of operation. However, in the most recent 10 years, its timeliness improved to 84 percent.

At 0.26 vehicles recalled per unit sold, Nissan posted the lowest recall rate of the 15 manufacturers analyzed in the 1985 through 1994 time period. However, iSeeCars.com noted Nissan dropped significantly to the 11th place ranking in the 1995 through 2004 timeframe, then it jumps to fifth in 2005 through 2014 timeframe.

And, while its recall rate fluctuated, analysts determined Nissan’s timeliness percentage rose from 83 percent (1985-1994), to 84 percent (1995-2004), to 87 percent (2005-2014).

“Those figures actually brought Nissan from 11th place ranking for timeliness of recalls in the 1985-1994 time period to first place in the 2005-2014 timeframe,” the analysis from the site said.

While improving across the three 10-year periods, the site determined Volkswagen maintains a fairly high recall rate and ranking of being one of the least timely manufacturers to recall vehicles within the first three years. VW has a recall rate/timeliness percentage of 1.64/83 percent (1985-1994), 1.18/63 percent (1995-2004) and 1.08/77 percent (2005-2014).

“Kia, on the other hand, has seen both its recall rate and timeliness percentage drop significantly over 30 years, so while it is recalling less vehicles per unit sold, it is also taking more time to do it,” analysts said.

Phong Ly, chief executive officer and co-founder of iSeeCars.com, looked to explain what automakers’ recall rates and recall timeliness tell consumers.

“A lower recall rate could be an indication an automaker has relatively better manufacturing and quality control processes,” Ly said. “Recall timeliness could suggest the caliber of the procedure or system an auto maker has in place to detect problems after a vehicle has been produced.  Both the recall rate and timeliness could also be an indication of a manufacturer’s risk tolerance or strategy.

“While the goal of automakers should be as few problems with vehicles as possible, it’s assumed that they’d like to see a trend of a low recall rate and high timeliness percentage,” Ly went on to say. “This allows consumers to trust that the automaker is not only producing safe vehicles, but acting rapidly to protect the public when a potential issue arises.”