Jaguar Ranks Highest in Satisfying Customers with the New-Vehicle Sales Process - JDP
11-19-08, 12:27 PM
#1
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Jaguar Ranks Highest in Satisfying Customers with the New-Vehicle Sales Process - JDP
J.D. Power and Associates Reports: Despite Difficult Market Conditions, Auto Manufacturers Increase Customer Satisfaction With the New-Vehicle Sales Process for a Third Consecutive Year
WESTLAKE VILLAGE, CA USA
Jaguar Ranks Highest in Satisfying Customers with the New-Vehicle Sales Process
WESTLAKE VILLAGE, Calif., Nov. 19 /PRNewswire/ -- Despite an increasingly tumultuous automotive market, customer satisfaction with the new-vehicle sales process has steadily increased since 2005, according to the J.D. Power and Associates 2008 Sales Satisfaction Index (SSI) Study(SM) released today.
Now in its 22nd year, the study is a comprehensive analysis of the new-vehicle purchase experience. Overall customer satisfaction is measured based on five factors: dealership facility; salesperson; paperwork/finance process; delivery process; and vehicle price.
"A poor customer experience over the phone, e-mail or at the dealership not only leads to a loss in potential sales, but also has a detrimental impact on repeat business," said Tom Gauer, senior director of automotive retail research at J.D. Power and Associates. "Customers who are disappointed with their sales experience are nearly three times less likely to return to their dealer for vehicle service. These customers also tell an average of six people to avoid shopping at that particular dealership. Ensuring a pleasant shopping experience is absolutely critical in surviving today's challenging auto market."
Overall satisfaction across the industry has increased for a third consecutive year-up from 842 points on a 1,000-point scale in 2005 to 857 points in 2008. The five-point increase from 2007 to 2008 is primarily driven by improvements in dealership facility and delivery process. Additionally, more than 90 percent of brands examined in the study improved their overall satisfaction score in 2008 compared with 2007.
"The year-over-year industry improvements truly speak to the level of effort that manufacturers and dealers are putting toward providing a highly satisfying experience for their customers," said Gauer. "While the industry overall performs well, premium nameplates in particular dominate the SSI rankings -- outperforming non-premiums by an average of 34 points."
Jaguar ranks highest in satisfying buyers with the new-vehicle sales process, improving 14 points from 2007 to a score of 907 in 2008. Jaguar performs particularly well in the paperwork/finance and delivery process factors. Following Jaguar in the rankings are HUMMER, Lexus, Cadillac and Mercedes-Benz, respectively, to round out the top five nameplates.
While the percentage of consumers who use the Internet to shop for their new-vehicle has steadily increased, consumers using the Web report lower satisfaction levels compared with those who do not. According to the 2008 J.D. Power and Associates New Autoshopper.com Study(SM), 75 percent of consumers use the Internet to shop for their new vehicle, which is up from 70 percent in 2007. However, consumers using the Web experience satisfaction scores averaging 851 points, while those who do not use the Web have satisfaction scores averaging 873 points.
"Those consumers who conduct research on the Internet before visiting a dealer are generally more knowledgeable about the vehicles they are shopping for," said Gauer. "Consumers are using the Internet to find information about price, to help decide which make or model to buy and to determine which dealership to visit. This sets a level of expectation before the consumer even steps on the dealer lot. Dealers must react to this by not only making sure the information on the Web regarding their business is as up-to-date and valid as possible, but by also making sure that their staff members are conversant with the information provided. This will ensure the Internet is a valuable tool for enhancing satisfaction and driving customers into the dealership."
While price is the key reason for choosing a particular dealership, convenient location is an increasingly important reason among consumers. In 2008, 26 percent of consumers mention convenient location as a key reason for choosing to buy from their dealer, which is up from 24 percent in 2007 and 23 percent in 2006.
The study also finds the following trends:
-- Nearly 35 percent of new-vehicle buyers request pricing information via phone or e-mail before selecting a dealership to visit. However, 20 percent of new-vehicle buyers choose not to visit a particular dealer based on these phone or e-mail interactions.
-- Customers who are delighted with their purchase experience make an average of five positive recommendations regarding their new vehicle. In contrast, those that are disappointed tell at least two people to avoid buying the same vehicle.
-- Among customers who leave a new-vehicle dealership without making a purchase, 40 percent cite poor treatment as the primary reason. Conversely, "hassle-free" negotiation is a leading reason why buyers choose to purchase from one dealer compared with another dealer.
The 2008 Sales Satisfaction Index Study is based on responses from 35,805 new-vehicle buyers who purchased or leased their vehicles in May 2008. The study was fielded in August and September 2008. To view ratings on customer satisfaction with the new-vehicle sales process, visit JDPower.com.
Included in the study but not ranked due to small sample size are: Isuzu and Land Rover.
About J.D. Power and Associates
Headquartered in Westlake Village, Calif., J.D. Power and Associates is a global marketing information services company operating in key business sectors including market research, forecasting, performance improvement, training and customer satisfaction. The company's quality and satisfaction measurements are based on responses from millions of consumers annually. For more information on car reviews and ratings, car insurance, health insurance, cell phone ratings, and more, please visit JDPower.com. J.D. Power and Associates is a business unit of The McGraw-Hill Companies.
SOURCE J.D. Power and Associates
WESTLAKE VILLAGE, CA USA
Jaguar Ranks Highest in Satisfying Customers with the New-Vehicle Sales Process
WESTLAKE VILLAGE, Calif., Nov. 19 /PRNewswire/ -- Despite an increasingly tumultuous automotive market, customer satisfaction with the new-vehicle sales process has steadily increased since 2005, according to the J.D. Power and Associates 2008 Sales Satisfaction Index (SSI) Study(SM) released today.
Now in its 22nd year, the study is a comprehensive analysis of the new-vehicle purchase experience. Overall customer satisfaction is measured based on five factors: dealership facility; salesperson; paperwork/finance process; delivery process; and vehicle price.
"A poor customer experience over the phone, e-mail or at the dealership not only leads to a loss in potential sales, but also has a detrimental impact on repeat business," said Tom Gauer, senior director of automotive retail research at J.D. Power and Associates. "Customers who are disappointed with their sales experience are nearly three times less likely to return to their dealer for vehicle service. These customers also tell an average of six people to avoid shopping at that particular dealership. Ensuring a pleasant shopping experience is absolutely critical in surviving today's challenging auto market."
Overall satisfaction across the industry has increased for a third consecutive year-up from 842 points on a 1,000-point scale in 2005 to 857 points in 2008. The five-point increase from 2007 to 2008 is primarily driven by improvements in dealership facility and delivery process. Additionally, more than 90 percent of brands examined in the study improved their overall satisfaction score in 2008 compared with 2007.
"The year-over-year industry improvements truly speak to the level of effort that manufacturers and dealers are putting toward providing a highly satisfying experience for their customers," said Gauer. "While the industry overall performs well, premium nameplates in particular dominate the SSI rankings -- outperforming non-premiums by an average of 34 points."
Jaguar ranks highest in satisfying buyers with the new-vehicle sales process, improving 14 points from 2007 to a score of 907 in 2008. Jaguar performs particularly well in the paperwork/finance and delivery process factors. Following Jaguar in the rankings are HUMMER, Lexus, Cadillac and Mercedes-Benz, respectively, to round out the top five nameplates.
While the percentage of consumers who use the Internet to shop for their new-vehicle has steadily increased, consumers using the Web report lower satisfaction levels compared with those who do not. According to the 2008 J.D. Power and Associates New Autoshopper.com Study(SM), 75 percent of consumers use the Internet to shop for their new vehicle, which is up from 70 percent in 2007. However, consumers using the Web experience satisfaction scores averaging 851 points, while those who do not use the Web have satisfaction scores averaging 873 points.
"Those consumers who conduct research on the Internet before visiting a dealer are generally more knowledgeable about the vehicles they are shopping for," said Gauer. "Consumers are using the Internet to find information about price, to help decide which make or model to buy and to determine which dealership to visit. This sets a level of expectation before the consumer even steps on the dealer lot. Dealers must react to this by not only making sure the information on the Web regarding their business is as up-to-date and valid as possible, but by also making sure that their staff members are conversant with the information provided. This will ensure the Internet is a valuable tool for enhancing satisfaction and driving customers into the dealership."
While price is the key reason for choosing a particular dealership, convenient location is an increasingly important reason among consumers. In 2008, 26 percent of consumers mention convenient location as a key reason for choosing to buy from their dealer, which is up from 24 percent in 2007 and 23 percent in 2006.
The study also finds the following trends:
-- Nearly 35 percent of new-vehicle buyers request pricing information via phone or e-mail before selecting a dealership to visit. However, 20 percent of new-vehicle buyers choose not to visit a particular dealer based on these phone or e-mail interactions.
-- Customers who are delighted with their purchase experience make an average of five positive recommendations regarding their new vehicle. In contrast, those that are disappointed tell at least two people to avoid buying the same vehicle.
-- Among customers who leave a new-vehicle dealership without making a purchase, 40 percent cite poor treatment as the primary reason. Conversely, "hassle-free" negotiation is a leading reason why buyers choose to purchase from one dealer compared with another dealer.
The 2008 Sales Satisfaction Index Study is based on responses from 35,805 new-vehicle buyers who purchased or leased their vehicles in May 2008. The study was fielded in August and September 2008. To view ratings on customer satisfaction with the new-vehicle sales process, visit JDPower.com.
Code:
Customer Satisfaction Index Ranking
(Based on a 1,000-point scale)
Nameplate Overall Satisfaction Power Circle Rating
Score
Jaguar 907 5
HUMMER 906 5
Lexus 902 5
Cadillac 898 5
Mercedes-Benz 897 4
Porsche 893 4
Lincoln 892 4
BMW 884 4
Buick 883 4
Mercury 882 4
Saturn 881 4
Audi 877 4
Pontiac 874 4
SAAB 874 4
Chevrolet 869 4
Volvo 869 4
Ford 867 4
GMC 867 4
Acura 866 3
Chrysler 866 3
Infiniti 862 3
smart 862 3
Kia 859 3
Industry Average 857 3
Volkswagen 853 3
Honda 852 3
Toyota 852 3
Scion 849 3
MINI 846 3
Subaru 845 3
Suzuki 841 3
Hyundai 839 3
Mazda 839 3
Dodge 838 2
Jeep 838 2
Nissan 829 2
Mitsubishi 815 2
About J.D. Power and Associates
Headquartered in Westlake Village, Calif., J.D. Power and Associates is a global marketing information services company operating in key business sectors including market research, forecasting, performance improvement, training and customer satisfaction. The company's quality and satisfaction measurements are based on responses from millions of consumers annually. For more information on car reviews and ratings, car insurance, health insurance, cell phone ratings, and more, please visit JDPower.com. J.D. Power and Associates is a business unit of The McGraw-Hill Companies.
SOURCE J.D. Power and Associates
11-19-08, 12:44 PM
#2
Pole Position
Sales of Jaguar and Hummer are so miserable and I am sure that majority of buyers are fans of the brand (me included) 
I think Lexus still takes the cake with 200,000+ vehicles sold per year and still maintaining great satisfaction
I think Lexus still takes the cake with 200,000+ vehicles sold per year and still maintaining great satisfaction
11-19-08, 02:13 PM
#4
Lexus Fanatic
This is not really breaking news. Jaguar dealers have a substantial history of a**-kissing their customers (although dropping the X-model sure didn't help) because they know that the cars themselves have less-than-average reliability, meaning that if they don't make a good first impression, they'll more than likely lose it after the sale, after the car has a few miles on it and is in the shop for repairs.
Last edited by mmarshall; 11-19-08 at 02:32 PM.
11-19-08, 02:16 PM
#5
Guest
Posts: n/a
Not surprising really, Jag has done tons recently to imporve csr service and quality. Its a shame they simply don't sell, even with a fantastic lineup.
I am surprised at Hummer!! Kudos to Lexus and Caddy.
Acura and Infiniti are barely over the industry average......
I am surprised at Hummer!! Kudos to Lexus and Caddy.
Acura and Infiniti are barely over the industry average......
11-19-08, 02:28 PM
#6
Lexus Fanatic
While opinions differ on this, of course, I'm of the view that Jag made a mistake dropping the X-models in the American market. Not only did the X get a foot in the door for Jag customers who couldn't afford an XJ, XK, or even an S-model, but they offered two things that were not available on any other American-market Jag.....a 5-door wagon body and AWD. In my D.C. area, the X-models, in general did pretty well (though the wagons didn't seem to sell much).....I see more X models running around here then S-models. Dropping the X-model, at least in this area, cut off a substantial part of the customer base. That, of course, does not make for happy customers, if the car you want is not available at all.
Last edited by mmarshall; 11-19-08 at 02:32 PM.
11-19-08, 07:48 PM
#7
Lexus Fanatic
seriously man. lol. I almost forgot what a jaguar is. american build quality at Lexus prices. sounds like a hot car. lol
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11-19-08, 07:58 PM
#8
Lexus Fanatic
In fact, I've already done that for you:
https://www.clublexus.com/forums/sho...2009+jaguar+XF
(of course, being brand-new, its reliability factor, right now, is unknown)
11-19-08, 09:04 PM
#10
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I have been seeing quite a few XF's on the road in my area lately.
My partner just got a new Jaguar XF Supercharged last week and I was able to check it out for the first time today. It's a sleek looking sedan. The interior is very nice using good quality materials and a beautiful wood trim. Interior build quality seemed almost on par with my RL, but it is a brand-new car so we'll see how it holds up. It definitely has a lot of nice details on the inside. I'll keep an eye out to see how reliable it is being a Jaguar and all.
My partner just got a new Jaguar XF Supercharged last week and I was able to check it out for the first time today. It's a sleek looking sedan. The interior is very nice using good quality materials and a beautiful wood trim. Interior build quality seemed almost on par with my RL, but it is a brand-new car so we'll see how it holds up. It definitely has a lot of nice details on the inside. I'll keep an eye out to see how reliable it is being a Jaguar and all.
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