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December 10, 2009

Many Automotive Brands are Losing Buyers to Competitors Due to Poor Customer Treatment though they have High Customer Satisfaction with the New-Vehicle Sales Process: J.D. Power


JD POWER


Car Brands


Car Makers


Overall satisfaction with the new-vehicle purchase experience has improved from 2008, but automakers are losing 12 percent of new-vehicle sales to other brands, on average, as a result of poor customer treatment at dealerships, according to the J.D. Power and Associates 2009 Sales Satisfaction Index (SSI) Study.

The study is a comprehensive analysis of the new-vehicle purchase experience. Overall customer satisfaction is measured for five factors:

Dealership Facility;
Salesperson;
Paperwork, Finance Process;
Delivery process; and
Vehicle Price.

Overall satisfaction averages 836 points on a 1,000-point scale in 2009, up by 11 points from 2008. Satisfaction with each of the five factors improves from 2008, with the greatest improvements in the two areas that are most within the dealer's control -- the salesperson and delivery process factors.


Auto Showroom


Car Showroom


According to J.D. Power, salespeople have improved most notably from 2008 in helping buyers stay within their budgets and in negotiating prices quickly. Within the delivery process, dealerships have improved considerably in providing complete explanations of the owner's manual and explaining vehicle features.

"In this difficult economy, dealerships are working particularly hard to close sales, but need to be attentive to customers without exerting unwanted sales pressure," said Jon Osborn, director of automotive research at J.D. Power and Associates. "Nearly one in four buyers in 2009 reports experiencing sales pressure from their selling dealer."


Auto Brands


Automakers


The study finds that more than one in five shoppers who leave a dealership without purchasing a vehicle do so because they experienced poor treatment or dealer performance issues such as pricing games, sales pressure tactics or discourteous treatment. While 43 percent of these buyers ultimately purchased from a different dealer of the same brand, 57 percent decided to purchase from a different brand altogether. For the industry as a whole, this equals a 12 percent loss of retail sales to other brands.

"With the billions of dollars that automakers spend designing, producing and marketing new vehicles, as well as in driving customers to showrooms, it is critical that potential buyers are not pushed out the dealer's door because of a poor customer experience," said Osborn. "Manufacturers and dealers should be concerned with the experiences of all shoppers, whether they purchase or not. From a buyer's perspective, recollections of their shopping experience include not only the selling dealer, but also all of the other dealers they visited."


Automobile Manufacturers


Car Dealer


The 2009 Sales Satisfaction Index (SSI) Study is based on responses from approximately 48,000 new-vehicle buyers who purchased or leased their new vehicles in May or June 2009. The study was fielded between August and October 2009.

Sales Satisfaction Index Ranking --------- J.D. Power Circle Rating
(Based on a 1,000-point scale)

Luxury Brands
Jaguar ---------------------- 898 ---------------- 5
Cadillac ---------------------- 893 --------------- 5
Lexus ----------------------- 877 ---------------- 4
Mercedes-Benz ------------ 877 ---------------- 4
Land Rover ------------------ 872 --------------- 4
(Average) ------------------- 864 ---------------- 3
Lincoln ----------------------- 863 --------------- 3
BMW ------------------------ 861 ---------------- 3
Porsche ---------------------- 861 --------------- 3
SAAB ------------------------- 857 --------------- 3
Acura ------------------------ 856 ---------------- 3
Infiniti ------------------------ 845 --------------- 2
Volvo ------------------------- 842 --------------- 2
Audi -------------------------- 828 --------------- 2


Mass Market Brands
Mercury ---------------------- 867 --------------- 5
smart ------------------------- 865 --------------- 5
Buick ------------------------- 864 --------------- 5
Pontiac ----------------------- 864 --------------- 5
Chevrolet -------------------- 863 --------------- 5
MINI -------------------------- 862 --------------- 5
Saturn ------------------------ 858 --------------- 4
HUMMER --------------------- 856 --------------- 4
GMC -------------------------- 853 ---------------- 4
Ford --------------------------- 847 --------------- 4
Subaru ------------------------ 834 -------------- 3
Suzuki ------------------------ 832 --------------- 3
(Average) -------------------- 832 --------------- 3
Honda ------------------------ 830 --------------- 3
Volkswagen ------------------ 828 --------------- 3
Scion -------------------------- 826 --------------- 3
Kia ----------------------------- 823 -------------- 3
Toyota ------------------------ 823 --------------- 3
Chrysler ---------------------- 822 --------------- 3
Hyundai ---------------------- 819 --------------- 3
Nissan ------------------------ 815 --------------- 3
Mazda ------------------------- 809 --------------- 2
Dodge ------------------------ 805 ---------------- 2
Jeep -------------------------- 805 ---------------- 2
Mitsubishi ------------------- 778 ---------------- 2

Source: J.D. Power and Associates

|GlobalGiants.Com|


Our Opinion

"A typical car buyer trusts others' advice rather than any traditional advertising.

Hence, the Word of Mouth is the forgotten most powerful publicity tool that an automobile manufacturer may explore and employ to advertise its products as well as to promote its dealer showrooms."

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Edited & Posted by the Editor | 11:58 AM | Link to this Post






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