Technology: Porsche, Buick do the dealership experience right say Sales Satisfaction Index results - ** MARKETS at Wall Street Close ** - PressFrom - US
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Technology Porsche, Buick do the dealership experience right say Sales Satisfaction Index results

14:30  13 november  2019
14:30  13 november  2019 Source:   cnet.com

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2018 U.S. Sales Satisfaction Index (SSI) Study Results . Sales satisfaction is markedly higher among buyers who text before visiting a dealership (850) than industry average (823). Porsche and Mini Brands Rank Highest in Sales Satisfaction . GMC (797) ranks second, while Buick and Chevrolet tie for third with 792.

A car dealership or vehicle local distribution is a business that sells new or used cars at the retail level, based on a dealership contract with an automaker or its sales subsidiary. It employs automobile salespeople to sell their automotive vehicles.

Buying a new car has historically been kind of a lame experience, for the most part. The internet has helped remove a few of the pain points in the process, but there's still a lot of back and forth with dealership employees, there's the act of actually going to a dealership (which may or may not be in your town) and then there's the negotiation process.

a large passenger jet sitting on top of a car: Porsche buyers have the best new car buying experience, according to J.D. Power. Porsche© Provided by CBS Interactive Inc. Porsche buyers have the best new car buying experience, according to J.D. Power. Porsche

Online car buying services such as Carvana have tried to make the process of buying a car online as easy as possible, but still many people -- myself included -- just aren't willing to buy a vehicle like that, so we suffer through the dealer experience.

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Sales Satisfaction Index is telling us, as Porsche ranked number one among all luxury cars Buick , who’s been on a customer- satisfaction roll as of late, ranks highest among mass-market experience , but also the dealership experience , and their experiences at those dealerships they The study also has much to say about car buying trends, most interestingly that those dealers who

J.D. Power wanted to see just how much of an effect a dealer experience has on people's purchase, and even more, it wanted to see which brand was the best at guiding people down the "sales funnel" from looking at a car online to driving one off of the lot.

The results of the Sales Satisfaction Index (SSI) survey, which includes responses from 28,867 buyers who bought or leased a new vehicle from April to May of 2019, are in one way similar to what you'd expect. But in another way, they're a little surprising.

a black car driving on a road: We're amazed that Buick continues to rank so high in sales satisfaction, but whatever it's doing -- free hard candy or Ovaltine dispensers -- it's working. Buick© Provided by CBS Interactive Inc. We're amazed that Buick continues to rank so high in sales satisfaction, but whatever it's doing -- free hard candy or Ovaltine dispensers -- it's working. Buick

The survey is broken down into two main categories: luxury and mass-market brands. This is because a luxury brand dealer caters to a different kind of customer, one with different demands, than the mass-market brands. But all the scores are based on six differently weighted factors.

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J.D. Power’s Sales Satisfaction study shows the importance of dealerships communicating with customers through a variety of means, including texting. The car-buying experience today is rarely easy; however, that doesn’t mean dealerships aren’t trying to reduce the hassle.

Each year dealerships are rated based on customer satisfaction and overall experience . When car shopping, the experience you have at your local car dealership is just as important as getting a J.D. Power rates car dealerships on the level of sales experience you receive when purchasing your new

Survey respondents judged their dealer experience based on dealer personnel (28%), delivery process (21%), working out the deal (18%), paperwork completion (16%), dealership facility (13%) and the dealership's website (4%).

The survey also polled "rejecters," which are people who shop at a dealership but end up purchasing their car elsewhere. These people gave their feedback in five categories: salesperson (40%), fairness of price (15%), experience negotiating (15%), variety of inventory (15%) and dealership facility (14%).

So, which brands came out on top? Well, the unsurprising result is that Porsche claimed its fourth win in five years with Mercedes-Benz and Infiniti coming in second and third, respectively. Out of a total of 1,000 possible points, Porsche's buyers gave it a score of 827, with Mercedes lagging behind by just two points.

a car driving on a city street: Part of Porsche's success likely comes from having a well-developed website and in-depth configurator that lets buyers figure out exactly what they want before getting to the dealer. Porsche© Provided by CBS Interactive Inc. Part of Porsche's success likely comes from having a well-developed website and in-depth configurator that lets buyers figure out exactly what they want before getting to the dealer. Porsche

Out of mass-market brands, General Motors takes the crown with two of its brands in the top three. Buick finished on top for the third time in four years with a score of 795. GMC came in second with 791, and Mini rounds out the top three with 790 points.

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The study finds that overall satisfaction with the vehicle sales experience is 844 when the salesperson uses a tablet The study also measures satisfaction with brands and dealerships that were shopped but ultimately rejected in favor of the selling New for 2019: Buick . New Car Preview.

How satisfied were you with the process? If you drove home a Buick or Porsche , you're likely to say "very satisfied ", according to a The study in question is the 2016 Sales Satisfaction Index , which "measures the ability of dealerships to manage the sales process, from product presentation and

Within the survey data, J.D. Power noticed some other data trends which are pretty interesting. The first is that customer satisfaction for dealers that used some kind of tech during the sales process -- their own phone, a tablet or the customer's phone -- was 45 points higher than dealers who kept it to pen and paper. Customers also seemed to prefer dealers that communicated through text messages, rather than through phone calls or email alone. Texting dealers scored 11 points higher than non-texting dealers.

a plane sitting on top of a car: Porsche buyers have the best new car buying experience, according to J.D. Power.© Porsche

Porsche buyers have the best new car buying experience, according to J.D. Power.

Lastly, home or office delivery of a newly purchased vehicle is becoming an increasingly available option for car buyers, but -- and we found this especially interesting -- customers were largely less satisfied with the delivery than those who picked their car up in a conventional way.

J.D. Power found that the reason for this is that during a home or office drop-off, buyers have less time with dealership personnel and so they receive less instruction on how to use their new vehicle's technical features. Luxury car buyers scored their experience 27 points lower for home or office delivery, while mass-market buyers only docked their dealers 10 points.

Porsche will let buyers skip the dealership and buy cars online

  Porsche will let buyers skip the dealership and buy cars online A new pilot program launching with 25 Porsche dealers will give potential owners a totally different purchasing experience.Buying and leasing options for new and used vehicles are included. You'll be able to browse available inventory online and handle nearly every part of the process without stepping foot in a dealership. All that's needed at the end is a visit to the dealer to sign final documents, and obviously, drive the vehicle away.

Sales Satisfaction Brand Rankings Buick ranks highest in sales satisfaction among mass market Porsche ranks highest in sales satisfaction among luxury brands for a second consecutive year The study identifies 10 dealership processes that have the greatest effect on sales satisfaction .

Buick ranks higher than all mass-market brands when it comes to customer satisfaction regarding For example, 42 percent of buyers polled said they still used a telephone to call dealerships . The dealership experience is changing. Nowadays, between a preponderance of safety systems and

So, this leaves us curious as to how you, our readers, would prioritize your dealership experience? Would you weigh the categories that J.D. Power used differently, or do you feel like it missed a category entirely?

Let us know in the comments.

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