In a recent study conducted by J.D. Power, the best and worst brands in terms of their dealership experience have been revealed.
The 2023 U.S. Sales Satisfaction Index study by J.D. Power, which assesses customer satisfaction during the vehicle purchase process, indicates that customers generally express satisfaction with their purchases. However, it also highlights a noteworthy trend where some top-quality car brands do not necessarily provide an equally high-quality sales experience at their dealerships.
Within the “mass-market” segment, brands like Hyundai, Chrysler, Toyota, Honda, and Kia find themselves among the bottom five in terms of customer satisfaction at their dealerships, despite their reputation for producing quality vehicles. In the luxury segment, Acura, BMW, Lexus, Audi, and Genesis also rank toward the lower end of the satisfaction scale, with Genesis securing the lowest position across all manufacturers, regardless of market segment.
Conversely, the study identifies the top five “mass-market” brands with the highest customer satisfaction, with General Motors’ brands taking the lead. Buick, GMC, Chevrolet, Mitsubishi, and Subaru stand out in this category. In the premium segment, Porsche emerges as the frontrunner, followed by Infiniti, Alfa Romeo, Lincoln, and Volvo.
These results shed light on the disparity between the reputation of automotive brands for producing high-quality vehicles and the actual customer experience at their dealerships.