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J.D. Power has released its 2009 Sales Satisfaction Index, and 29 of 38 brands improved their standing versus last year's numbers. The industry watchdogs at Power say that sales people improved the most over 2008, which isn't surprising given the fact that fewer vehicles are flying off dealer lots and every customer is a precious commodity. Even with the improved standing versus 2008, J.D. Power says that brands still lost 12% of sales on average due to poor service at the dealer level, a statistic that could have automakers cringing.

Jaguar took top luxury honors for the second straight year with an 898 index score, beating second place Cadillac by a scant five points. J.D. Power says Jaguar excels in both salesperson interactions and the handling of the dreaded financing/paperwork. The top five rounds out with Lexus, Mercedes Benz and Land Rover. Audi performed most poorly of any brand studied, while Infiniti and Volvo also fared poorly.

Mercury was the top non-luxury make with a score of 867, followed by Smart, Buick, Pontiac and Chevrolet. Mercury reportedly scored well on all five categories tested, though we're a bit puzzled how Mercury could beat Lincoln by four points in spite of the fact that the two makes usually share a common dealership. Japanese and Korean brand-dealers scored poorly in the survey as Honda, Toyota, Nissan, Kia and Mazda all scored below the industry average of 832.

General Motors and Ford dealers fared very well in the survey, with all of their brands except Lincoln coming in over the industry average. Chrysler brands, however, did not do as well, with all three makes falling under the industry Mendoza line. Mitsubishi was by far the worst dealership to deal with, with an industry-low 778 index score. Hit the jump to read over the J.D. Power press release and click on the gallery below to view the survey scores for both luxury and mass market offerings.


Gallery: JD Power 2009 Sales Satisfaction Study


[Source: J.D. Power]

Continue reading Jaguar, Mercury tops in J.D. Power 2009 Sales Satisfaction study

Jaguar, Mercury tops in J.D. Power 2009 Sales Satisfaction study originally appeared on Autoblog on Tue, 08 Dec 2009 15:40:00 EST. Please see our terms for use of feeds.

Read | Permalink | Email this | Comments]]>jaguarjd powerjd power sales satisfactionJdPowerJdPowerSalesSatisfactionmercurysales satisfactionSalesSatisfactionTue, 08 Dec 2009 15:40:00 EST<![CDATA[Jaguar tops JD Power customer sales satisfaction survey]]>http://www.autoblog.com/2008/11/20/jaguar-tops-jd-power-customer-sales-satisfaction-survey/http://www.autoblog.com/2008/11/20/jaguar-tops-jd-power-customer-sales-satisfaction-survey/http://www.autoblog.com/2008/11/20/jaguar-tops-jd-power-customer-sales-satisfaction-survey/#commentsFiled under: , ,

The results are in from J.D. Power and Associates' latest annual Sales Satisfaction Index Study, and Jaguar has leapt back up to the top position that it occupied for three of the four past years before dropping last year to third. The study surveyed some 36,000 buyers and leasers of new cars on their dealership experience, taking into account the dealership's facility, the individual salesperson, the paperwork and finance process, vehicle delivery process and price as criteria for their overall satisfaction. Jaguar dealers scored particularly high in the delivery, paperwork and price categories by properly explaining their vehicle's features, delivering the vehicles in excellent condition and offering good value compared to its competitors.

Not surprisingly, premium brands scored highest on the list, with HUMMER, Lexus, Cadillac and Mercedes joining Jaguar in the top five. More surprisingly, however, is that Asian brands scored particularly low in the study. Along with Chrysler LLC brands Dodge and Jeep, Mazda, Nissan and Mitsubishi were among the bottom five, with Honda, Toyota, Scion, Subaru, Suzuki and Hyundai also coming in below the industry average. Overall, however, overall customer satisfaction in the dealership experience rose again this year, indicating a concerted effort by automakers to make their customers happy right out of the gate. As well they should be, as JD Power reports that customers faced with an unsatisfactory sales experience are three times less likely to service their new car at the dealership where it was purchased and are likely to dissuade an average of six people from buying their new car there. For more details, check out the press release after the jump.

[Source: J.D. Power and Associates]

Continue reading Jaguar tops JD Power customer sales satisfaction survey

Jaguar tops JD Power customer sales satisfaction survey originally appeared on Autoblog on Thu, 20 Nov 2008 16:18:00 EST. Please see our terms for use of feeds.

Permalink | Email this | Comments]]>customer satisfactionCustomerSatisfactionj.d. power and associatesJ.d.PowerAndAssociatesjaguarjaguar jd powerJaguarJdPowerjd powerJdPowersales satisfactionSalesSatisfactionsatisfactionsurveyThu, 20 Nov 2008 16:18:00 EST