Most of the auto business is heading south, but J.D. Power and Associates says at least one element of the business is going in the other direction. According to the firm's 22nd annual Sales Satisfaction Index (SSI), consumers' happiness with the new vehicle retail process--once about as much fun as getting a tooth pulled -- is continuing the upward trajectory it started in 2005.
The firm surveyed 35,805 new-vehicle buyers who purchased or leased in May this year. The analysis parses customer purchase experience based on: the dealership facility, the sales staff, vehicle price, paperwork and finance process, and delivery.
Overall satisfaction across the industry--which J.D. Power measures on a 1,000-point scale--is up, from 842 points in 2005 to 857 points this year. The firm says more than 90% of brands examined in the study improved their overall satisfaction score this year versus last, mostly from physical improvements and better delivery processes.
Read the entire report here.
