Lexus tops latest J.D. Power sales satisfaction survey

[PanterroR]

Lexus has moved back into the top stop in this year’s J.D. Power and Associates sales satisfaction study, ranking highest in customer satisfaction with the new-vehicle sales process. The study used measures based on dealership quality, salespeople, paperwork/finance processes, delivery processes and vehicle prices.

Lexus ranked highest in satisfying buyers with the new-vehicle sales process, achieving a score of 897 on a 1,000-point scale, and improving by 10 points from last year’s result. Coming in second was Hummer, followed closely by Jaguar, Lincoln and Mercedes-Benz.

More than 38,600 new car buyers who registered their cars in May were included in the study. Of those who were surveyed, 44% were found to have spent more than they planned for their new vehicle.

The study found that customers whose expectations are exceeded during the sales process are much more likely to return to the dealership for customer-paid service work. Approximately 61 percent of customers who described their sales experience as “above expectations” say that they will definitely return to the dealership for paid service, compared with 37 percent of customers who say that their experience merely met their expectations.


Source: Motor Authority » Lexus tops latest J.D. Power sales satisfaction survey

 

[coolraoul]

Kudos to Lexus...
And kudos to Mercedes-Benz!

First German, and very soon number one in the world like it always should have been....

 

[cawimmer430]

Wait a minute, what's the Hummer doing up there? The Hummer is a poor quality vehicle because it gets such poor fuel economy!


Oh wait, that's Consumer Reports!

 

[coolraoul]

It is like Lincoln or Jaguar...if you have low expectations, you are satisfied with poor vehicules, whereas another, much better vehicule, can have lowest marks because the client has much higher expectations!!!

This is why Mercedes was at the bottom of the survey during some years: they were not the worst cars you could buy. But they could not meet the highest expectations you have for a Mercedes. So, low in the survey.

You have no expectations for a Hummer:
it is big? yes. Impressive? yes. Bling-bling? yes. Ok, fine, I'm happy! Don't expect more from it!

 

[Merc1]

Wait a minute, what's the Hummer doing up there? The Hummer is a poor quality vehicle because it gets such poor fuel economy!


Oh wait, that's Consumer Reports!

Well this one is about "sales satisfaction". Totally different from Consumer Reports and even other JDP surveys. This one basically measures how happy you were a purchase time. Everyone is gleeful when buying a luxury item, even a Hummer. Its when they survey you 6-12 months later then we find that the love has lost its shine...lol.

M

 

[cawimmer430]

I was just making fun of Consumer Reports. They actually rated the Hummer H2 as a "poor quality" car because of "owners complained about poor fuel economy".