The results of the J.D. Power and Associates 2011 US Sales Satisfaction Index Survey revealed that MINI dealerships offered the best customer service during the purchasing process, while Lexus dealerships were rated the best among the country’s luxury brands.
MINI scored 723 points out of 1000, well clear of second-placed Buick on 682, and a long way ahead of the mass market segment average (642 points). GMC (672), Volkswagen (660) and Chevrolet (655) also ranked highly, while Jeep (606), Ram (609) and Kia (614) ranked lowest for overall sales satisfaction.
Lexus just held off Cadillac to take out top spot in the luxury brand segment (715 vs 713). Mercedes-Benz (701) and Porsche (696) also rated highly, while Volvo (666), Acura (673) and Audi (675) were the worst luxury performers.
The survey asked new-car buyers to rate manufacturers on a number of satisfaction measures, including the process of working out the deal, the delivery process, the salesperson, and the dealership facility.
The J.D. Power 2011 Sales Satisfaction Index Survey was based on the responses of 24,045 buyers who purchased or leased a new vehicle in May. Overall, sales satisfaction increased 13 points compared with last year’s survey.
J.D. Power doesn’t conduct similar research in Australia, so feel free to let us know your dealership experiences. Who has impressed or disappointed you? Let us know in the comments section below.