Jaguar has topped the JD Power Survey for customer satisfaction with new car sales for the third year running. The 2006 study, now in its 20th year, is based on responses from more than 42,000 new vehicle buyers who registered their vehicles in May 2006 and measures dealership facility, salesperson, paperwork/finance process, delivery process and vehicle price.
The industry in general managed a record high overall SSI score of 847 on a 1000-point scale - a five-point improvement from 2005. Jaguar scored the highest with 912 points. Other manufacturers scoring highly were Cadillac scoring 891, Porsche (889), Lexus (887) and Volvo (883). Some manufacturers scoring less than average included Mitsubishi (794), Suzuki (794) and Volkswagen (827).
"These outstanding results in the JD Power and Associates SSI study reaffirm the passion that everyone at Jaguar shares for delivering an outstanding sales and service experience. To lead the Industry for three consecutive years reflects the tremendous standards that our dealers consistently achieve," said Mike O'Driscoll, President, Aston Martin Jaguar Land Rover North America.
The survey also highlighted that a leading cause of lost sales at new car dealerships is poor customer treatment. Nearly one-half of all shoppers who walk away from a dealership cite poor treatment as a reason.
"Today's vehicle shoppers are well armed with information before they even set foot inside a dealership," said Jane Crane, director of automotive retail research at JD Power and Associates.
"Equipped with readily available vehicle model/features, inventory and pricing information, more than one-half of new-vehicle buyers visit only their selling dealer. It's more important than ever for dealers to be in sync with the changing needs of their customers, particularly with regard to the length of the sales process, the salesperson and negotiating the deal."