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Mercedes, Mini tops in sales satisfaction

J.D. Power study show customer satisfaction with the purchase process is improving

Published: November 14, 2014, 10:25 AM
Updated: April 29, 2018, 2:27 PM

Mercedes-Benz three-pointed star

As well as studies on such things as Initial Quality and Vehicle Dependability, J.D. Power and Associates also conducts an annual study on Sales Satisfaction among new car buyers – just how satisfied customers are with the whole process of buying a car.

Power's Sales Satisfaction Index (SSI) is based on responses from both buyers and rejecters of individual brands – 29,805 respondent in all (all in the U.S.). It considers, in order of importance: working out the deal, salesperson,delivery process and facility among buyers; salesperson, fairness of price, negotiating experience, variety of inventory and facility among rejecters.

The SSI is calculated on a 1,000-point scale. Overall sales satisfaction, industry wide, improved by 13 points year over year from 673 in 2013 to 686 in 2014.

Mercedes-Benz ranked highest in sales satisfaction among luxury brands, with a score of 761, posting the greatest improvement from 2013 ( 33 points).

For a fifth consecutive year, Mini ranked highest among mass market brands, with a score of 727,  a 9-point increase from 2013.

Among mass market brands, Buick improved the most ( 32 points) year over year, moving up four places in the rankings from 13th to ninth.

Complete rankings and ratings for both Luxury and Mass Market brands are shown in the photos below.