Jaguar and Mini buyers are happiest with their purchase experience, according to the results of J.D. Power’s 2013 U.S. Sales Satisfaction Index (SSI) Study.
Jaguar ranked first among luxury buyers with a score of 740 points followed closely by Porsche (739) and Lexus (737). Volvo experienced the biggest jump from year-to-year gaining 30 points to 708 and moving from 11th place in 2012 to ninth this year. The average score in the luxury segment was 718. Infiniti and Mercedes-Benz also finished above the average. Cadillac finished with a score of 715 while Lincoln was last at 692.
“This accolade demonstrates that our retailers continue to exceed customer expectations and are dedicated to delivering a great experience from the very beginning of the relationship, ” said Jeff Curry, Brand Vice President, Jaguar North America, in a statement. “We know buyers first choose a brand when they fall in love with the car, and that they stay with the brand when they also fall in love with the process.”
Among “mass market” vehicles, Mini topped the chart with a score of 718, which was a six-point jump compared with the previous year. It’s the fourth consecutive year the brand has finished atop the list. General Motors’ brands took the next three spots: Buick (694), Chevrolet (686) and GMC (686). Kia was the biggest mover going from 16th to 11th this year with a 33-point gain to 661. Hyundai, Volkswagen, Fiat, Honda and Toyota all finished above the average of 666 points. Nissan took the 10th spot with a score of 662. Ford finished 11th with a score of 661 and Chrysler, Dodge, Jeep and Ram were at the bottom of the list.
The 2013 U.S. Sales Satisfaction Index (SSI) Study is based on responses from 29,040 buyers who purchased or leased their new vehicle in April or May 2013. The study is a comprehensive analysis of the new-vehicle purchase experience and measures customer satisfaction with the selling dealer (satisfaction among buyers).