Customer Satisfaction Research

According to the recent research held by J.D. Power and Associates many new customers are excited about the offers made by auto manufacturers although due to bad service at dealerships many automakers lose their sales to other brands.

Customer satisfaction was measured by five points: dealership facility, salesperson, paperwork or finance process, delivery process and vehicle price. This year results showed 836 points out of 1,000 possible which is 11 points higher than in the 2008 research. The most satisfaction customers received from salespeople and delivery process. Comparing to their previous experience the consumers say that dealership representatives do a lot better by meeting their budgets and negotiating the prices. As for delivery process, customers noted that manufacturers started giving more detailed information on the vehicles in general and their features in particular.

The unsatisfied customers mentioned poor treatment and pricing games. They did not like the pressure given by salespeople or the desire to sell what the customers did not need or want. As a result 43% customers went to a different dealership of the same automaker while 57% decided to change the brand.