In a recent study published by J.D. Power, General Motors was found to have the best sales experience and highest rates of customer satisfaction among new car owners. Additionally, General Motors (GM) had the highest satisfaction rates for car shoppers who were in other stages of vehicle ownership.
About the Study
The study created by J.D. Power has been conducted for more than 35 years. It gauges general customer satisfaction levels with car dealerships based on six criteria, including dealer personnel, the delivery process, finalizing the car purchase, completing paperwork, the overall quality of the dealership facility, and the dealership's online presence, which includes their general website and ease of conducting business online. Additionally, the J.D. Power study also gauges customer satisfaction levels among customers shopping for a car by visiting the showroom. In that portion of the study, satisfaction levels were determined based on core five factors: the facility, negotiation deals, the price of the vehicles, the salesperson, and the inventory. For the 2021 study, J.D. Power based its results on the feedback obtained from over 35,000 car shoppers. The shoppers were polled between March and May of 2021.
GMC Takes the Lead
In its 2021 customer satisfaction study, GMC surveyed a number of other car brands along with GMC. Out of all the companies surveyed, GMC received a total satisfaction rating of 812. The highest possible score is 1,000. GMC earned the highest rating among other car dealers included in the survey. The next closest competitor to GMC was Buick, which had a total score of 806. Following Buick was Chevrolet, which had a score of 804. Along with the main category, the J.D. Power survey also included results for certain vehicle categories, including luxury car brands.
Highs and Lows in 2021
In 2021, the J.D. Power study found that customers were happiest with their overall sales experience in the car-shopping process. Customers also found that they received more money for their vehicles than they expected when they traded their existing cars for a new vehicle. They were least happy with the inventory category due to the low supply of vehicles and reduced inventory. However, customers also found that they could place special orders and make custom requests, which allowed them to get the vehicle they wanted when cars arrived in stock. Dealerships have also been striving to deliver a better virtual shopping experience for customers.
Contact us today to learn more about the J.D. Power study and GM's success.
