November 16, 2006
JD Power Dealership Sales Satisfaction Survey
The JD Power survey results are starting to come out, the first one being the Dealership Sales Satisfaction survey. It surveys how satisfied customers were with their Sales experience.
As usual you won't see this in any news reports because the Americans did well, actually much better then the Japanese.
The study, now in its 20th year, is a comprehensive analysis of the new-vehiclepurchase experience. Overall customer satisfaction is measured based on five factors: dealership facility, salesperson, paperwork/finance process, delivery process and vehicle price.
So basically they measure how you were treated by the Dealership during your Sales experience.
The purchase experience sets the tone for the subsequent relationship with customers during the entire vehicle-ownership cycle, according to the study. While four of five new-vehicle buyers express a general interest to spend future service dollars at the selling dealer, less than one-half (45%) indicate they “definitely” plan to do so. As sales satisfaction declines, the intention to return also declines.
So when you are treated good during your sales experience you are more likely to go backfor service and subsiquent sales. It's all about the money.
And now, without further ado the actual figures.
Click to enlarge
See how Toyota, Honda, Nissan and Mazda are all below the Industry Average while all of Fords' brands and GM are above Industry Average. Only 7 that are above the Industry Average are not owned by an American Auto Maker.
Posted by Quality Weenie at November 16, 2006 08:46 AM | TrackBack